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# Key metrics in a Contact Center | Metric | Description | |---|---| | Average Speed of Answer (ASA) | For phone calls the time taken by an agent to answer a call. Usually includes the time spent by the customer in Queue. This is measured in seconds | | Average Handling Time (AHT) | Time spent by t...

# Key metrics in a Contact Center | Metric | Description | |---|---| | Average Speed of Answer (ASA) | For phone calls the time taken by an agent to answer a call. Usually includes the time spent by the customer in Queue. This is measured in seconds | | Average Handling Time (AHT) | Time spent by the agent interacting with the customer to resolve a query. It often includes the time spent after the interaction. This is measured in seconds | | Average Hold Time | The amount of time the customer was left on hold by the agent during an interaction. This is measured in seconds. Does not include the time spent in queue. | | First Contact Resolution | Percentage of Customer enquiries that were resolved in a single live interaction with an agent. This is a measure of quality of service and accuracy in a contact center. | | Service Levels | Percentage of customer enquiries that were handled within the agreed time defined by an organization. Service levels generally are calculated differently by different companies | | Abandon Rate | Percentage of callers who hung up in the queue while waiting for an agent. | | Customer Satisfaction | Percentage of customer who were satisfied with the level of experience, this is generally derived by the survey results | | Net Promoter Score | A specific CSAT question where customers are asked "Would you recommend our service to someone". This is sometime the most accurate way to check if the customers are satisfied | | Self Service Rate | The percentage of calls that were contained in Self service IVR applications | | Average Length of Call | The average time spent interacting with client on a call, this does not include any post call work which includes documentation |