Interactions Routed Properly Metric

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

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Overview

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.

Formula

Calls routed properly/Total calls handled

Reporting frequency

Weekly

Example of KPI target

95% successfully routed

Audience

Manager, Call team

Variations

Ratio of interactions routed properly

Properly routed interactions

Related Metrics & KPIs

Revenue Per Successful Call

Revenue per Successful Call

Cost Per Call

Cost per Call

Time Lost Due to Tech.png

Time Lost Due to Technology Issues

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