Blockage

Measure the share of calls that were not serviced due to lack of agents or network failure.

Call Center KPI Examples | Blockage

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