Performance Metrics Flashcards
1
Q
Average Handle Time
A
Total time that customer spends until their issue is resolved
2
Q
First Call Resolution
A
Tracks how many issues are solved on the first call interaction
3
Q
Escalation Rate
A
Measures how many times the agent transfer the call
4
Q
Customer Satisfaction
A
Aims to understand how satisfies the customers are by sending forms
5
Q
Quality Assurance
A
Measure the quality of calls based on a criteria which agents must cover during the call
