Blockage
Measure the share of calls that were not serviced due to lack of agents or network failure.
Overview
The Blockage metric helps your team monitor the number of calls that could not be handled cue to company shortage or technology failure. It is important to keep this metric in mind when monitoring the total call volume, and helps identify if there is a need to bulk up on sales agents or improve on infrastructure.
Formula
(Calls that do not reach call agents/Total incoming calls)x100
Reporting frequency
Weekly
Example of KPI target
0% unanswered
Audience
Human Resources, Call Agent Manager
Variations
Blocked incoming calls
