Tegsoft Contact Center Metrics

Contact centers handle large numbers of interactions, including inbound and outbound calls, chats, emails, etc. Reporting metrics are critically important to properly manage your contact center. Below are some of the most important Tegsoft Contact Center metrics and definitions.

SL (Service Level)

Service Level is one of the contact center metrics that measure agent performance in real time as agents take calls. It’s a percentage of calls answered within a specific number of seconds.

Use this metric to determine if agents are moving quickly enough from one call to the next.

SLA (Service Level Including Abandoned Call)

When abandoned calls are also factored in for service level calculation, the service level would be calculated as:

ASA (Average Speed of Answer)

With this critical metric, organizations can assess how long it takes for agents to answer a waiting call. When this metric is too high, it can mean that agents are taking too long on calls—or taking too much time to pick up new calls.

ACHT (Average Call Handling Time)

One of the most important ways to measure contact center agent productivity is through the Average Call Handling Time metric. Average call handling time is the average amount of time an agent spends on a call. It takes from when a customer initiates the contact until they disconnect with the agent, including hold time and after call work time.

AAT (Average Waiting Time of Abandoned Calls)

Also known as ATA. For abandoned calls, the average amount of time the caller waits in the queue before the caller abandoned.

Answer Percentage (Answer Rate)

Also known as Answer Rate. Answer percentage is a key metric to understand the efficiency of contact center services. Answer rate is simply the number of calls answered in comparison to the number of calls received by the contact center.

Abandon Rate

Call Abandon Rate is a percentage measure of how many customers terminate their call before it is answered by an agent.

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