Tracking response times, missed calls, and agent performance.
Call Performance Metrics track response times, missed calls, call duration, and overall handling performance. They provide comprehensive visibility into call operations efficiency.
The purpose is to monitor and improve call handling performance through objective measurement. What gets measured gets managed.
The system captures timing and outcome data for every call, calculates key performance indicators, tracks trends, and alerts when metrics fall outside acceptable ranges.
Call Performance Metrics enable performance management, identify staffing needs, highlight training opportunities, and support continuous improvement.
Call Performance Metrics provide the foundation for call operations excellence.