Call Center Metrics

The most important Call Center metrics and KPIs. Learn about what metrics and KPIs are best for you, vote, and contribute your own.

Metric
Description

Call Abandon Rate is the percentage of people who hang up before they are able to reach an agent. Abandon Rate is very closely related to Average Time to Answer.

Call Volume is the count of both incoming and outgoing calls handled. It can be used to measure the number of incoming calls to a Customer Support organization, outgoing calls from a Sales team, calls queued to an Automatic Call Distribution (ACD)…

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