If the work must be completed before the agent can handle the next contact, then ACW is factored into average handle time.

Also used to measure the Brand Specialist’s ability to adhere to a script, message, policy, practice or process as trained.Īfter-call Work (ACW): Work immediately following a call or transaction.

The inverse of answer rate.Īctivity Codes: Codes that indicate the state of a Brand Specialist that are usually initiated by the Brand Specialist.Īdherence: Also known as compliance, adherence measures the ability of a Brand Specialist to stay committed to his or her schedule. It is important to measure versus calls where immediate customer hang-ups do not reflect an adequate opportunity for performance.Ībandoned Before Threshold: A key performance indicator (KPI) measuring number of calls disconnected before reaching a previously established time threshold.Ībandoned Call: A phone call that has been received by a call center’s communications switch, but is terminated by the caller before any conversation begins.Ībandonment Rate: The percentage of callers who hang up before a Brand Specialist answers, or before they make a selection in an interactive voice response (IVR) unit.

Abandoned After Threshold: A key performance indicator (KPI) measuring number of calls disconnected after waiting in queue beyond a previously established time threshold.

Callcenter acd