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KPIs in ‘Customer service’
tagged with ‘time’

% of overdue service requests

Number of overdue service requests (not closed and not solved within the established time frame) relative to the number of open (not closed) service requests.
This KPI is most used for:
Operational Excellence

Average talk time of phone calls

Average duration (talk time) of phone calls.
This KPI is most used for:
Operational Excellence

Average wrap-up time

The amount of time, after the call is completed, the agent needs to complete administrative tasks related to the call.
This KPI is most used for:
Operational Excellence

Average hold time of calls

Average time that customers are put on hold during telephone calls.
This KPI is most used for:
Operational Excellence
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