InMoment XI

OCTOBER 31, 2024

Average Handle Time (AHT) Average Handle Time (AHT) measures the average time taken by an agent to complete a single call. Leverage automated workflows for activities like updating records to save time that agents can utilize for other calls. Lower AHT reflects efficient service.

Call Center 195

Call Center Metrics Self Service Effort Score 195

Kayako

MARCH 3, 2016

You can also download our free cheat sheet with details of how to calculate each of these metrics. Download the free Ultimate Guide to Customer Service Metrics Cheat Sheet for how to measure customer support productivity metrics. In this section: Average reply time. Average first reply time. Quality metrics.

Metrics 120

Metrics Net Promoter Score Self Service Effort Score 120

Playvox

JUNE 22, 2023

Average Time To Abandonment (ATA) This is the average length of time in the queue that a caller waits in before they abandon their call , sometimes referred to as average patience or average call abandonment rate. Want to learn more about key call center efficiency metrics?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Playvox

JULY 14, 2023

Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. phone or digital), and are they taking breaks at the most optimal times to maintain service levels.

Contact Center 74

Contact Center Measurement Call Center Abandon Rate 74