Interactions Routed Properly Metric

Measure the number of calls that are forwarded onto the right channel and agent.

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Call Center KPI Example - Interactions Routed Properly Metric


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

Reporting frequency


Example of KPI target

95% successfully routed


Manager, Call team


Ratio of interactions routed properly

Properly routed interactions

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