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Call Arrival Rate Metric

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

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Call Center KPI Example - Call Arrival Rate Metric


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.


Calls coming in per [hour/minute/second]

Reporting frequency


Example of KPI target

25 calls


Manager, Call team


Arrival rate of incoming calls

Average calls handled per hour

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