Total # of callers compared to # of callers currently on hold


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Employee/Staff, Manager


The Active and Waiting Calls KPI measures current volume compared to the number of callers waiting to be patched through to an agent. This is a real-time status metrics that should be shared with all of your agents to provide them with insight into their performance. Agents should be encouraged to resolve calls on a timely basis in order to get to the next caller in queue; however, this should not come at the expense of delivering quality customer service.

Monitoring Call Center KPIs on a Dashboard

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

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