Call Center KPI Examples | Time Lost Due to Technology Issues

Time Lost Due to Technology Issues

Measure the length of time that was lost due to technology failure.

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Formula

Total time lost due to technology issues

Services

CallRail Dashboard | CallRail logo Freshdesk Dashboard | Freshdesk logo LiveAgent Dashboard | LiveAgent Logo Zendesk Dashboard | Zendesk logo

Role

Manager

Overview

While technology helps companies operate and grow constantly, failures do still occur. This metric monitors the total amount of time that was lost due to system errors, network downtime, and other technology failures.

Formula

Total time lost due to technology issues

Reporting frequency

Monthly, Weekly if issue is frequently recurring

Example of KPI target

1 hour per week

Audience

IT Manager, Call Agent Manager

Variations

Time lost due to technology issues

Hours lost because of technology issues