It is critical to choose the right metrics to track in your contact center. Metrics drive your budget, the jobs of your agents and, of course, your company’s bottom line.
Today, we will look at “Average Call Time” also known as “Average Handle Time”. Its name is fairly self-explanatory, but there are important subtleties that need to be appreciated. Furthermore, we will look at the relative importance of this metric. If you’re tracking too many numbers, important signals can get lost in the noise so it’s important to prioritize. (TLDR: This one is not as important as many others.) Continue reading