Caller satisfaction First call resolution Interactive Voice Response 
Calltools
JUNE 9, 2021
Start measuring this KPI after a customer leaves your IVR and wait until they’re greeted by an agent. Slow answering can lead to a high call abandonment rate or low customer satisfaction. The handle time starts when an agent answers and only ends when the agent disconnects the call. After Call Work Time.
Customer Relationship Metrics
JANUARY 11, 2017
Post-call IVR surveys allow you to capture the raw emotion of the contact center experience. Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. Contact Center B: The post-call IVR survey WAS NOT linked to a specific contact center agent.
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