Page 5 - Contact Center Magazine.pdf
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Key SL the agent) within targeted threshold (20 Sec in
Percentage of transactions answered (by
Performance this case) / out of total answered calls
Indicators
% of calls abandoned or disconnected while
waiting in the queue before being answered by
a live agent out of the total queued calls
ABN
Average time taken (in seconds) to answer
call.Also known as Average Waiting Time (AWT)
Also known as Average Waiting Time (AWT)Also
ASA
Key Performance Indicators, known as Average Waiting Time (AWT)
also known as KPIs or Key
Percentage of transactions that were
Success Indicators FCR resolved during the first contact as a percentage
(KSIs),help an organization of the total number of transactions
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
