Call Arrival Rate
Measure the rate at which calls are coming in and being handled.
Overview
The Call Arrival Rate metric the average number of calls that are incoming, and gives them an idea of how many calls have to be handled or put on hold during a particular period.
Formula
Calls coming in per [hour/minute/second]
Reporting frequency
Daily
Example of KPI target
25 calls
Audience
Manager, Call team
Variations
Arrival rate of incoming calls
Average calls handled per hour
