KPIs & Metrics 101

Everything you need to know about KPIs to start your data driven journey

KPIs & Metrics 201

Real life business examples of KPIs and how to establish key business metrics


Average Talk Time + After Call Work


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Employee/Staff, Manager


The Average Handle Time KPI measures the average amount of time spent on each call and includes related administrative duties such as submitting call reports. You can use this KPI to measure individual agent performance or to measure your call center's performance across the board. Average handle time is used as an indicator of call efficiency and should be taken into consideration alongside call resolution rate and cost per contact KPIs.

Monitoring Call Center KPIs on a Dashboard

Once you have established benchmarks and targets for Average Handle Time, you’ll want to establish processes for monitoring this and other call center KPIs. Dashboards can be critical in this regard. Read more