Interactions Routed Properly Metric
Measure the number of calls that are forwarded onto the right channel and agent.
Not all calls can simply be answered on the spot, many have to be routed on to specific channels and agents. The Interactions Routed Properly metric monitors the share of calls that were properly forwarded onto a subsequent channel related to the subject in question.
Calls routed properly/Total calls handled
Example of KPI target
95% successfully routed
Manager, Call team
Ratio of interactions routed properly
Properly routed interactions
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