Call Setup Success Rate (CSSR) Metric

Measure the total number of calls that make it successfully through to the dialed number.

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Overview

Not all call attempts will be successful. Monitoring the Call Setup Success Rate metric gives your team insight to the rate at which they should expect to have a successful connection with the dialled number.

Formula

Successful call connections/Total number of call attempts

Reporting frequency

Monthly

Example of KPI target

80% successful connections

Audience

Manager, Call team

Variations

Successful call attempts

Ratio of successful calls

Related Metrics & KPIs

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Cost per Contact

Forecasted to Actual Contact Load.png

Forecasted Contact Load to Actual Contact Load

Customer Calls Answered in The First Minute.png

Customer Calls Answered in the First Minute

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