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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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Call Center KPI Example - Call Setup Success Rate (CSSR) Metric

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

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