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This is a preview of KPI Library. To browse and search for key performance indicators, also known as business metrics, performance measures or business indicators, in various industries and general processes, login or join for free.

KPIs in ‘Customer service’
tagged with ‘wrap-up time’

Average after call work time

Average after call work time (work done after call has been concluded). Other names used are Avg Wrap-Up time and Avg PCP (Post Call Processing).
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
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