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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


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.


Successful call connections/Total number of call attempts

Reporting frequency


Example of KPI target

80% successful connections


Manager, Call team


Successful call attempts

Ratio of successful calls

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