Service-level agreement

https://en.wikipedia.org/wiki/Service-level_agreement

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