---
title: Must Know Call Center Metrics Industry Standards List
---

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# Must Know Call Center Metrics Industry Standards List

<https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/agent-reports> <https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/agent-reports>

## [Agent Reports](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/agent-reports)

 Agent Reports agent activity monitoring tool from real-time, interactive call logging to agent performance reports including outbound and inbound \[...\]

<https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/average-speed-of-answer-asa> <https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/average-speed-of-answer-asa>

## [Average Speed of Answer (ASA)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/average-speed-of-answer-asa)

 Definition of Average Speed of Answer (ASA) - The number of seconds it takes a contact center agent to answer an incoming telephone call.

<https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/call-routing> <https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/call-routing>

## [Call Routing](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/call-routing)

 Call Routing in call center is the process of arranging, activating, modifying and controlling all inbound and outbound calls. Call Routing is \[...\]

<https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/computer-telephony-integration-cti> <https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/computer-telephony-integration-cti>

## [Computer Telephony Integration (CTI)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/computer-telephony-integration-cti)

 What is contact center CTI? A computer telephony integration (CTI) allows interaction between a CRM system and contact center functionality. CTI \[...\]

<https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/delay-or-queue-time> <https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/delay-or-queue-time>

## [Delay Or Queue Time](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/delay-or-queue-time)

 Defined as: Delay or queue time is the total time a call spends waiting for an available agent before being answered. The delay time includes the \[...\]

<https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/federal-communications-commission-fcc> <https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/federal-communications-commission-fcc>

## [Federal Communications Commission (FCC)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/federal-communications-commission-fcc)

 Federal Communications Commission (FCC) is a part of the United States government. It regulates the telecommunications industry in the USA, \[...\]

<https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/icr-intelligent-call-router> <https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/icr-intelligent-call-router>

## [ICR (Intelligent Call Router)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/icr-intelligent-call-router)

 ICR (Intelligent Call Router) is a contact center digital assistant, which acts as an operator in a contact center and automatically select the \[...\]

<https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/key-telephone-system> <https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/key-telephone-system>

## [Key Telephone System](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/key-telephone-system)

 Key telephone system (KTS) is an advanced automated telephone switching system that has been specially designed for telephone networks.

<https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/mean-time-to-repair-mttr> <https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/mean-time-to-repair-mttr>

## [Mean time to repair (MTTR )](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/mean-time-to-repair-mttr)

 In the contact center industry Mean time to repair (MTTR) metrics are used to calculate the amount of time that elapses between a trouble ticket \[...\]

<https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/omnichannel-contact-center> <https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/omnichannel-contact-center>

## [Omnichannel contact center](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/omnichannel-contact-center)

 A world class omnichannel contact center is where customer service and support is combined with the latest technologies to deliver results. This \[...\]

[Load More Posts](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/page/2)

### More from Revation Systems

<https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/web-real-time-communication-webrtc>

### [Web Real-Time Communication (WebRTC)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/web-real-time-communication-webrtc)

<https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/transmission-control-protocol/internet-protocol-tcp/ip>

### [Transmission Control Protocol/Internet Protocol (TCP/IP)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/transmission-control-protocol/internet-protocol-tcp/ip)

<https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/rostered-staff-factor-rsf>

### [Rostered Staff Factor (RSF)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/rostered-staff-factor-rsf)

<https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/soc>

### [SOC](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/soc)

<https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/process-improvement>

### [Process Improvement](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/process-improvement)

<https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/omnichannel-contact-center>

### [Omnichannel contact center](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/omnichannel-contact-center)

<https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/mean-time-to-repair-mttr>

### [Mean time to repair (MTTR )](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/mean-time-to-repair-mttr)

<https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/key-telephone-system>

### [Key Telephone System](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/key-telephone-system)

<https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/icr-intelligent-call-router>

### [ICR (Intelligent Call Router)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/icr-intelligent-call-router)

<https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/federal-communications-commission-fcc>

### [Federal Communications Commission (FCC)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/federal-communications-commission-fcc)

<https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/delay-or-queue-time>

### [Delay Or Queue Time](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/delay-or-queue-time)

<https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/computer-telephony-integration-cti>

### [Computer Telephony Integration (CTI)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/computer-telephony-integration-cti)

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### Recent Posts

- [Agent Reports](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/agent-reports)
  
  Nov 9, 2020
- [Average Speed of Answer (ASA)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/average-speed-of-answer-asa)
  
  Nov 9, 2020
- [Call Routing](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/call-routing)
  
  Nov 9, 2020
- [Computer Telephony Integration (CTI)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/computer-telephony-integration-cti)
  
  Nov 9, 2020
- [Delay Or Queue Time](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/delay-or-queue-time)
  
  Nov 9, 2020

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- [Banking Call Center Terms & Definitions (1)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/tag/banking-call-center-terms-definitions)
- [Banking Call Center Terms & Glossary (1)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/tag/banking-call-center-terms-glossary)
- [Banking Contact Center Definitions (1)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/tag/banking-contact-center-definitions)
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- [Hospital Unified Communications Acronyms (1)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/tag/hospital-unified-communications-acronyms)
- [Medical Call Center Acronyms (1)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/tag/medical-call-center-acronyms)
- [Medical Call Center Glossary (1)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/tag/medical-call-center-glossary)
- [Medical Call Center Terms & Definitions (1)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/tag/medical-call-center-terms-definitions)
- [Medical Contact Center Terminology (1)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/tag/medical-contact-center-terminology)
- [Medical Contact Center Terms & Definitions (1)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/tag/medical-contact-center-terms-definitions)
- [Medical Contact Center Terms: Glossary (1)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/tag/medical-contact-center-terms-glossary)
- [Medical Customer Engagement Glossary (1)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/tag/medical-customer-engagement-glossary)
- [Medical Customer Engagement Terms & Glossary (1)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/tag/medical-customer-engagement-terms-glossary)
- [Medical Digital Customer Service Acronyms (1)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/tag/medical-digital-customer-service-acronyms)
- [Medical Digital Customer Service Definitions (1)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/tag/medical-digital-customer-service-definitions)
- [Medical Digital Customer Service Glossary (1)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/tag/medical-digital-customer-service-glossary)
- [Medical Unified Communications Acronyms (1)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/tag/medical-unified-communications-acronyms)
- [Medical Unified Communications Definitions (1)](https://blog.revation.com/must-know-call-center-metrics-industry-standards-list/tag/medical-unified-communications-definitions)

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 Providing secure, compliant unified communications via our cloud platform. From encrypted email to secure desktop sharing to secure voice and video collaboration, Revation LinkLive is the first truly unified communications platform.

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