KPI Examples
  1. Customer Service

10+ Call Centre KPIs

Agent Adherence To Schedule %

The percentage of time agents adhere to their planned work schedules.

Average After Call Work Time ⏱

The average time an agent spends on tasks related to the call (e.

Average Call Handling Time ⏱

The average duration taken by an agent to handle a call from start to finish.

Average Cost per Call 💰

The average cost incurred by the call center for handling a single call.

Call Abandonment Rate %

The percentage of incoming calls that are abandoned by the caller before connecting to an agent.

Call Resolution Rate %

The percentage of calls where the customer's issue is resolved in a single interaction.

Call Service Level %

The percentage of calls answered within a predefined threshold time.

Call Transfer Rate %

The percentage of calls that are transferred to another agent or department.

Call Volume #

The total number of incoming calls to the call center within a given time frame.

Completion Call Rate %

The percentage of calls that are successfully completed without being abandoned or disconnected.

Peak Hour Call Traffic #

The maximum number of calls received in any given hour of operation.