Call Center Metrics: Agent Metrics Explained

Learn the basics of call center agent metrics.

Establishing a basic overview of metrics commonly used to measure a customer service agent’s effectiveness is essential to understanding how to best use training and technology to help them be more successful. We’ve developed some simple explanations of those metrics in this ebook. We’ll review and explain:

  • Average Calls per Agent
  • Abandon Rate
  • Average Speed of Answer
  • Average Handle Time

This ebook download prepares you to do more than just understand these metrics—get insight into how to improve them for your call center.

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