Calls that are terminated by customers before they are with an agent often due to excessive waiting times or are terminated systemically due to a lack of capacity or technical problems.
Percentage of calls that are hung up by the caller before an agent answers the call.
The percentage of time an agent is unscheduled absent, e.g. due to illness or unexcused absence. An important factor in workforce planning and forecasting.
The extent to which agents follow their scheduled working hours. It is used to ensure that the agents keep to the schedule.
Follow-up timeThe time an agent needs after a call to complete administrative tasks, such as documenting the call or sending e-mails.
A person who is in a Contact Center and contacts or makes contacts and processes other customer inquiries.
The percentage of agents who leave the company in a given period.
A system that automatically distributes incoming calls to available agents.
The average processing time of a customer interaction (e.g. call). It includes the call time and the follow-up time (ACW). AHT is a key performance indicator in contact centers (total handling time / number of customer interactions).
A key figure that describes the average waiting time until a call is answered.