KPI glossary
This page explains how the various metrics in the call center are composed.
Reachability rate (total)
incoming
Target value
Percentage of answered calls relative to all incoming calls, excluding short calls.
(Answered calls / total incoming calls) × 100
within
Calls answered under X seconds
incoming
Target value
Number or percentage of calls that were answered within a defined time (e.g. 20 seconds). (Greeting, menu, IVR, AI agent, etc. are not counted.)
(Calls answered in < X seconds / total answered calls) × 100
within
Avg. answer time (ASA)
incoming
no target value
Average time from the start of a call (greeting, menu, IVR, AI agent are not counted) until it is answered by an agent.
Total of all answer times / total answered calls
within
Avg. waiting time (AWT)
incoming
no target value
Average time callers spend in the queue (greeting, menu, IVR, AI agent are not counted) until they hang up or the call is answered.
Total of all waiting times / total incoming calls
within
max. waiting time
incoming
no target value
Longest waiting time of an individual call in the period considered.
Maximum of all waiting times
within
Avg. talk time (total)
incoming
no target value
Average duration of all completed phone calls.
Total talk time / total answered calls
within
Waiting time exceeded
incoming
no target value
Number of calls where the maximum acceptable waiting time was exceeded.
Number of calls with waiting time > defined value
within
Voicemail
incoming
no target value
Number of calls that ended up in voicemail/mailbox.
Number of calls with result "Voicemail"
within
waiting calls
incoming
no target value
Current number of calls in the queue at the time of measurement.
Current number of calls in the queue (real-time metric)
within
Team AHT
incoming
Target value
Average total handling time per contact
(Talk time + after-call work time) / total answered calls
within
Logged-in agents
incoming
no target value
Number of all agents currently logged into the queue
Number of agents with status "logged in"
within
Agent status in the channel
incoming
no target value
Available In a call In after-call work active in another channel = In a call + In after-call work in another channel Do not disturb = global Offline = logged in + device not connected logged out = logged out
Status per agent (real-time metric)
within
in status since (agent)
incoming
no target value
Amount of time an agent has already spent in the current status.
Current time - timestamp of the last status change
within
Call volume
incoming
no target value
Total number of all calls in a given period.
Total incoming calls + total outgoing calls
within
Total incoming calls
incoming
no target value
Number of calls received in a queue (both answered and missed). Missed short calls are excluded.
Total incoming calls
within
Total answered calls
incoming
no target value
Number of calls answered by the team.
Total answered calls
within
missed calls (total)
incoming
no target value
Number of calls where the caller hung up before the call was answered or an automatic forwarding was triggered (e.g. timeout, no agent available). Missed short calls are excluded.
Total incoming calls - total answered calls
within
Outgoing calls
outgoing
no target value
Number of outgoing calls
Total outgoing calls
24/7
Total outgoing calls
outgoing
no target value
Number of all outgoing calls from the queue
total outgoing calls
24/7
Outgoing calls (agent)
outgoing
no target value
Number of calls made by an agent
Outgoing calls agent
24/7
online since
incoming, outgoing
no target value
The time of the last login to the queue today
Current time - login time
24/7
Missed calls due to hanging up / waiting time exceeded / voicemail
incoming
no target value
Breakdown of missed calls by specific cause
Hanging up: Number of calls the customer ended before being answered Timeout: Number of calls that exceeded the maximum waiting time Voicemail: Number of calls sent directly to voicemail
within
Missed calls due to hanging up / timeout / no agents available
incoming
no target value
Breakdown of missed calls by specific cause
Hanging up: Number of calls the customer ended before being answered Timeout: Number of calls that exceeded the maximum waiting time No agents: Number of calls with 0 available agents
within
Logged-in time
incoming, outgoing
no target value
Aggregated time an agent was logged into the channel today in hours
Sum of (logout time - next status change)
within
Answered calls (agent)
incoming
no target value
Number of calls answered by an agent.
Answered calls agent
within
Avg. talk time (agent)
incoming
no target value
Average talk time of a specific agent
Total talk time agent / answered calls agent
within
active in another channel (agent)
incoming
no target value
Indicator of whether an agent is simultaneously active in other channels (chat, email, etc.).
Total time the agent (in a call + in after-call work) is in another queue
within
Distribution of missed calls (heatmap)
incoming
no target value
Breakdown of missed calls by time periods
Missed calls per time unit
within
Distribution of incoming calls (heatmap)
incoming
no target value
Breakdown of incoming calls by time periods.
incoming calls per time unit
within
Avg. time until hang-up
incoming
no target value
Average waiting time after which callers hang up.
Total waiting times upon abandonment / number of missed calls by hanging up
within
missed calls outside opening hours
incoming
no target value
Number of calls received outside the defined service hours.
total incoming calls outside opening hours
outside
distribution of missed calls outside opening hours (heatmap)
incoming
no target value
Time-based distribution of calls outside service hours.
missed calls outside opening hours per time unit
outside
Contact rate
outgoing
no target value
Percentage of successful contacts for outgoing calls.
(connected calls total / outgoing calls total) * 100%.
24/7
Reached contacts
outgoing
no target value
Total number of connected calls
24/7
Unreached contacts
outgoing
no target value
Total number of outgoing calls that were not connected
24/7
Distribution of outgoing calls
outgoing
no target value
Time-based distribution of outgoing calls
outgoing calls per time unit
24/7
Avg. handling time (AHT)
incoming
no target value
Average total time required to fully handle a contact.
(Talk time + after-call work time of all answered calls) / total answered calls
24/7
Avg. after-call work time
incoming, outgoing
no target value
Average time agents need for documentation and follow-up after a call ends.
Total of all after-call work times / total answered calls
24/7
Avg. talk time
incoming, outgoing
no target value
Average duration of the actual conversations (excluding after-call work).
Total of all talk times / total answered calls
24/7
Availability rate (Agent Availability)
incoming, outgoing
no target value
Percentage of time agents are available to take calls.
Time in status Available / (Logged-in time = available + ringing + in a call + in after-call work + active in another channel + do not disturb + offline) *100
24/7
Agent activities
incoming, outgoing
no target value
average daily time distribution of all agent statuses
(total time per status / 24h) × 100
24/7
Productive time rate
incoming, outgoing
no target value
Percentage of logged-in time during which agents are "productive" to receive, make, or follow up on calls. Productive time includes talk time and after-call work time. Ringing time is explicitly not counted as productive time.
(Talk time + after-call work time) / (Logged-in time = available + ringing + in a call + in after-call work + active in another channel + do not disturb + offline) in min *100
24/7
Avg. handling time
incoming
no target value
refers to the average total time an agent needs to fully handle an incoming call - from the moment the call is placed until all after-call work tasks are completed
(Total talk time + total hold time + total after-call work time) / number of outgoing calls
within
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