After Call Work function - ACW
What is the After Call Work function in a call center?
Also known as "post-call processing" the after-call work (ACW) option refers to the activities that a call center representative completes after the interaction with customers. Read more
Average Resolution Time
What is the Average Resolution Time?
In a contact center, the Average Resolution Time is a KPI that measures how long on average your support team takes to solve customer requests.
Average Handle Time - AHT
What is Average Handle Time?
The Average Handle Time (AHT) is one of the most important KPIs of the contact center and it basically measures the average duration of the customer call transaction. Read more
First Call Resolution Rate
What is First Call Resolution Rate?
The First Call Resolution Rate (FCR) is a critical customer service metric, as it measures the number of customer interactions that your support staff is able to resolve at the first time of asking.