Call Center KPI Examples | Block Error Rate

Block Error Rate

Measure the number of unintentional blocks on a digital circuit.

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Formula

(Erroneous blocks/Total number of blocks)x100

Services

CallRail Dashboard | CallRail logo Zendesk Dashboard | Zendesk logo

Role

Employee/Staff

Overview

The Block Error Rate metric measures the number of accidental or error-related blocks in comparison to the total number of blocks that occur during a digital circuit. It is important to monitor the total number of blocks that come in, but having information on which blocks were not intentional gives your team valuable insight into the actual block numbers.

Formula

(Erroneous blocks/Total number of blocks)x100

Reporting frequency

Monthly

Example of KPI target

5% error

Audience

Manager, Call team

Variations

BLER

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