Metrics: 21 terms

Definition: Abandonment Rate refers to the percentage of customers waiting in a call or chat queue that terminates their session before connecting with a representative. This is typically a result of the longer than expected wait times, customer errors, or customers finding a solution via an alternative support medium. Businesses may choose to treat differently, […]

Definition: Absenteeism refers to the number of employees that did not report to work to fill their scheduled shifts. It considers employees that called to report illnesses or personal reasons, as well as those that did not show up without calling ahead. Employees on assigned days off or approved time-offs are not considered for absenteeism.

Definition: Agent utilization measures how much of an agent’s paid work time is spent on customer-related activities, such as handling calls, chats, emails, can providing case support. It excludes Available time and Not Ready time since these do not directly benefit customers. See Agent Occupancy Rate. Calculation: (Work Time – (Available Time + Not Ready

Definition: The answer rate refers to the percentage of incoming contacts or customer interactions that are answered by call center agents before they abandon. It measures the effectiveness of volume forecasting and staff planning. Calculation: (Number of Answered Contacts / Number of Offered Contacts) * 100 Benchmark: Organizations often strive for above 95% Strategies for

The percentage of customers waiting in queue that are received by representatives before they abandon. The inverse of abandonment rate. Does not apply to non-real-time work items that cannot abandon and will be received at some point. See backlog. Measurement: (Contacts Handled)/(Contacts Offered) Benchmark: Guided by the nature of business and the likelihood that customers

When staff that is needed leaves the organization. This includes voluntarily, departure initiated by staff for their own reasons, or involuntarily when the organization initiates the separation based on staff behavior or performance. Organizations may choose not to consider certain separation occurrences as attrition if there is no business impact or need to replace the

Definition: AHT or Average Handle Time refers to the time that a representative takes to complete customer interaction or provide all the assistance they can. It usually measures from the start of an interaction, including all actions and casework, to when the representative becomes available to assist another customer or move to another activity. Calculation:

The average time customers wait in a voice, chat, or physical queue before being answered or received by a representative. The total wait time in the respective queue is generally considered, without any time exclusions. There is no consideration of the customer experience after they have been received or answered. ASA differs from SLA in

The total number of contacts or interactions representatives are able to process within an hour on average. This is a consideration of the representatives’ AHT, their scheduled availability to assist customers, and the availability of customers requiring assistance. CPH differs from AHT in that it penalizes work time not engaged in productivity, whereas AHT only

Definition: Customer Effort Score (CES) is a metric used to measure the ease of a customer’s experience when interacting with a company or completing a specific task. It focuses on assessing the level of effort a customer had to put forth to resolve an issue, make a purchase, or accomplish their goal. Calculation: CES is