Overview

The Call Center Metrics measures the answer rate at which calls are being answered, the average wait time, maximum wait time, current wait time, and average handling time of calls before and after they are connected to an Agent.

Call Center Metrics

The Call Center Metrics measures are as follows:

  • Answer Rate − Percentage of calls answered.
  • Avg Wait Time − Average time callers have waited in the queue (does not include hold time).
  • Max Wait Time − Maximum time callers have waited in the queue.
  • Current Wait Time − The current wait time in queue.
  • Avg Handling Time − The average duration of one call (includes hold time, talk time, and related tasks that follow the end of the call).