Page 5 - Contact Center Magazine.pdf
P. 5

Key                                SL      the agent) within targeted threshold (20 Sec in
                                                                      Percentage of transactions answered (by
                Performance


                  Indicators


                                                                        % of calls abandoned or disconnected while
                                                                      waiting in the queue before being answered by
                                                           ABN





                                                                        Average time taken (in seconds) to answer
                                                                      call.Also known as Average Waiting Time (AWT)
                                                            ASA
        Key Performance Indicators,

         also known as KPIs or Key

                                                                      Percentage of transactions that were
              Success Indicators                           FCR       resolved during the first contact as a
         (KSIs),help an organization

         define and measure those

            activities that support                                     Percent of Satisfied responses of customers

           making progress toward                          CSAT       out of the total Surveys conducted

                       goals.




                                                                      Percentage(%)of calls served by IVR out of
                                                                    the total calls received
                                                           IVR
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