Call Setup Success Rate (CSSR)
Measure the total number of calls that make it successfully through to the dialed number.
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
Formula
Successful call connections/Total number of call attempts
Services
Role
Manager
