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Customer service
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Field services
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Help / Support Desk
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Walk-in Service
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Call Center (Inbound)
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Customer relationship
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Customer service
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KPIs in ‘Customer service’
tagged with
‘agent’
Average number of calls / service request per handler
Average number of calls / service requests per employee of call center / service desk within measurement period.
Agent utilization
The amount of time agents spend on calls versus other internal tasks, expressed as a percentage of available time.
Listed in: Call Center (Inbound), Call Center (Outbound)
Tags: phone, telephone, agent, utilization, task
Contacts per agent
Number of contacts per agent in a defined measurement period.
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