Agent Availability
Agent Availability (also called as Customer Contact Ratio or Assist Rate) is a key performance indicator used by most contact centers to measure [...]
Average Delay to Abandon
Call center metrics: The Average Delay to Abandon is the average time between when a customer reaches an interactive voice response (IVR) system [...]
Call Length
Call Length – the time period from when a call is answered by a contact center agent until it is successfully handled in a way that provides [...]
Command Center
A Command Center is important area in contact center. It is an advanced tool that helps you orchestrate your agents’ activities across multiple [...]
Customer Service Representative (CSR)
A Customer Service Representative (CSR) is a member of the contact center team whose primary role is to handle inbound calls, emails, chat support [...]
Error Rate
In the contact center, error rate (ErrRate) is an important indicator of agent performance. The term error rate is largely measured by the number [...]
Hosted Dialer
What is hosted dialer in contact centers? In normal days, the contact center uses some software called auto-attendant or IVR system to allow [...]
Jabber
Jabber for contact center solutions is an extremely flexible application platform that delivers truly innovative business capabilities. It offers [...]
Occupancy
Occupancy is a contact center performance metric which establishes a relationship between the number of agents utilized and the total sales in a [...]
Presence status
Presence status is the value which is used to show the status of a contact center agent. Through Presence status monitoring, one can know that [...]