Call Completion Rate
Measure the total number of calls that are successfully connected.
Formula
Successfully connected calls[within the hour, day]/Total number of attempted calls[within the hour, day]
Services
![CallRail Dashboard | CallRail logo]( "CallRail")
![Desk.com Dashboard | Desk.com Dashboard Logo]()
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![LiveAgent Dashboard | LiveAgent Logo]( "LiveAgent")
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![Zendesk Dashboard | Zendesk logo]( "Zendesk")
Role Employee/Staff, Manager
Overview
The Call Completion rate refers to the total number of calls that are initiated and connected successfully, in comparison to the number of calls that fail. A call failure can occur when there is an incorrect phone number, a non-answer, or a customer declines the call.
Formula
Successfully connected calls[within the hour, day]/Total number of attempted calls[within the hour, day
Reporting frequency
Weekly
Example of KPI target
75% connected
Audience
Manager, Call team
Variations
Connection rate
Completion rate
