Time Lost Due to Technology Issues Metric

Measure the length of time that was lost due to technology failure.

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Overview

While technology helps companies operate and grow constantly, failures do still occur. This metric monitors the total amount of time that was lost due to system errors, network downtime, and other technology failures.

Formula

Total time lost due to technology issues

Reporting frequency

Monthly, Weekly if issue is frequently recurring

Example of KPI target

1 hour per week

Audience

IT Manager, Call Agent Manager

Variations

Time lost due to technology issues

Hours lost because of technology issues

Related Metrics & KPIs

Calls Routed.png

Interactions Routed Properly

Call Volume

Call Volume

Call Setup Success Rate.png

Call Setup Success Rate (CSSR)

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