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Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
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These are the essential KPIs you should track: First Call Resolution (FCR) Rate : How often are customer issues resolved in the first interaction? A high FCR rate indicates operational efficiency and customer satisfaction. AverageHandleTime (AHT) : This measures how long agents spend on calls, including after-call work.
CX metrics will focus on customer satisfaction Almost everything in customer experience has been tracked for a long time, with the introduction of a plethora of KPIs such as averagehandlingtime (AHT), average talk time (ATD), or abandonmentrate, among others.
CX metrics will focus on customer satisfaction Almost everything in customer experience has been tracked for a long time, with the introduction of a plethora of KPIs such as averagehandlingtime (AHT), average talk time (ATD), or abandonmentrate, among others.
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Abandon Rate 
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