Call Arrival Rate Metric

Measure the rate at which calls are coming in and being handled.

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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

Related Metrics & KPIs

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Repeat Calls

Active and Waiting Calls.png

Active and Waiting Calls

Longest Delay in Queue.png

Longest Delay in Queue

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