Repeat Calls
Measure the percentage of calls that addressed the same issue or subject.
Formula
Number of calls with relating issue/Total number of calls
Services
![CallRail Dashboard | CallRail logo]( "CallRail")
![Desk.com Dashboard | Desk.com Dashboard Logo]()
![]()
![LiveAgent Dashboard | LiveAgent Logo]( "LiveAgent")
![]()
![Zendesk Dashboard | Zendesk logo]( "Zendesk")
Role Employee/Staff
Overview
The Repeat Calls metric gives your team insight into the popularity, or occurrence, of a particular issue.
Formula
Number of calls with relating issue/Total number of calls
Reporting frequency
Weekly
Example of KPI target
10% repeat subject
Audience
Manager, Call team
Variations
Rate of repeat calls
