Abandon Rate Average Handle Time Knowledge Base 
InMoment XI
MARCH 14, 2025
Use a Conversational Intelligence Tool Some KPIs, like average handle time and first call resolution, are easy to measure with numbers alone. This includes both structured data (like call volume, average handle time, and first call resolution rates) and unstructured data from customer feedback and conversation transcripts.
Calabrio
MARCH 25, 2025
Optimized Call Center Operational Efficiency: By tracking relevant metrics, call center managers can streamline operations, reduce average handle time (AHT), and improve first call resolution (FCR). This is critical for setting the tone of the interaction and minimizing customer wait times.
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Calabrio
MARCH 11, 2025
Additional metrics to consider include: NPS scores First response time (FRT) Abandon rates Hold times Average Handle Time (AHT) 4. Research conducted by McKinsey reveals that employees may spend up to 20% of their time searching for information about work processes.
Calabrio
MARCH 22, 2025
Implement user-friendly knowledge bases, FAQs, and chatbots to empower customers to find answers independently. Transfer Rate: The percentage of calls transferred to another agent or department. High transfer rates may indicate issues with agent training or call center routing processes.
Kayako
MARCH 3, 2016
In this section: Average reply time. Average first reply time. Average resolution time. Average number of replies per case. Average handle time. — — — — — — — — — — — —. Average reply time. What is average reply time? Average handle time (AHT).
Comm100
APRIL 28, 2021
Average resolution time, or average handle time, tells you how long it takes on average for your agents to resolve your customer queries. A low average handle time can indicate that your team is doing a good job of handling live chat inquiries quickly and efficiently.
SurveySensum
OCTOBER 29, 2024
According to McKinsey , effective use of analytics in contact center operations can help you reduce the average handle time by up to 40%, increase self-service usage by 20%, cut employee costs by $5 million, and improve conversion rates on service-to-sales costs by 50%. Let’s find out!
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