Blockage Metric

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



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.


(Calls that do not reach call agents/Total incoming calls)x100

Reporting frequency


Example of KPI target

0% unanswered


Human Resources, Call Agent Manager


Blocked incoming calls

Related Metrics & KPIs

Call Center Kpi Cost Per Contact.png

Cost per Contact

Longest Delay in Queue.png

Longest Delay in Queue

Repeat Calls.png

Repeat Calls

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