Common metrics

• Abandonment Rate: Percentage of calls abandoned while waiting to be answered.
• ASA (Average Speed to Answer): Average time (usually in seconds) it takes for a call to be answered by the service desk.
• TSF (Time Service FActor): Percentage of calls answered within a definite timeframe, e.g., 80% in 20 seconds.
• FCR (First Call Resolution): A metric that measures a contact center's ability for its agents to resolve a customer's inquiry or problem on the first call or contact.
• TAT (Turnaround time): Time taken to complete a certain task.
• TRT (Total Resolution Time): Total time taken to complete a certain task.
• MTTR (Mean time to recovery): Time taken to recover after an outage of service.
• Uptime