Average call duration

Average call experience for customers.

Average waiting time (for abandoned calls)

Average time customers wait before call is abandoned

Average waiting time (for answered calls)

Average time customers wait for their calls to be answered

Percent of abandoned calls

Number of abandoned calls after the agreed waiting time.

Percent of calls answered within a predefined number of seconds

Calculates the percentage of calls from the total number of calls that were answered within the specified number of seconds.

Percent of calls answered in more than 60s

Rate of calls answered after a 60 second time frame.

Percent of calls escalated to incident management

Rate of calls converted to incidents divided by the total number of calls.

Total number of calls

Total number of calls recorded.