Abandon Rate Knowledge Base Wait Times 
Calabrio
MARCH 25, 2025
First Response Time (FRT) : FRT tracks the time it takes for an agent to provide an initial response to a customer inquiry. This is critical for setting the tone of the interaction and minimizing customer wait times. Why it matters: Reflects reduced (or increased) customer effort.
InMoment XI
MARCH 14, 2025
Call performance data can also reveal inefficiencies in call management, wait times, and workflows to further help you balance available resources (agents) with demand. Data-driven decision-making helps you fine-tune agent workflows and adjust staffing levels based on actual customer needs instead of just gut feelings.
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Bold360
APRIL 1, 2020
Just as service reps are adjusting to the “new normal” of working from home, they’re seeing spikes in call volumes with historically-long wait times, high call abandon rates, higher rates of customer churn, and (predictably) lost revenue. Centralize and Scale Your Knowledge Base.
Calabrio
MARCH 22, 2025
Workforce planners: These specialists forecast call volume and customer demand, and optimize agent scheduling to ensure adequate staffing levels and minimize customer wait times. Enable real-time insights and responses Workforce planning doesnt end with the creation of the schedule.
Comm100
APRIL 28, 2021
A low average handle time can indicate that your team is doing a good job of handling live chat inquiries quickly and efficiently. It can indicate that your internal resources, such as your agent-facing knowledge base and canned responses, are doing their job well, and that any internal transfers are being enacted quickly and smoothly.
Comm100
NOVEMBER 2, 2020
Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. Instead, when a visitor asks a question on live chat, AI technology automatically surfaces answers from pre-written canned messages and knowledge base articles and presents them to the agent.
Comm100
SEPTEMBER 4, 2022
Keep your average response time low. A high response time can lead to high abandonment rates and customer dissatisfaction. Kicking off our list of live chat best practices for customer service, we’ve outlined some key steps you can take for a faster response time: 2. Be clear about wait time.
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