Most dashboards show far more numbers than anyone uses. These twelve cover how fast you answer, how well you solve problems and what it costs. Start with the first five, then add the rest.
Speed
- 1. Service level. The share of calls answered within a target time, such as 80% in 20 seconds. This is the main measure of how callers experience your queue.
- 2. Average speed of answer (ASA). The average time callers wait before an agent picks up.
- 3. Abandonment rate. Callers who hang up before an agent answers, divided by calls offered. Rising abandonment usually means understaffing.
Efficiency
- 4. Average handle time (AHT). Talk time plus hold plus after-call work. Cut it by improving tools, not by rushing agents.
- 5. Occupancy. The share of logged-in time agents spend handling calls. Very high occupancy burns people out. Very low means too many agents.
- 6. Schedule adherence. How closely agents follow their planned schedule.
- 7. Shrinkage. Paid time that agents are not available, such as breaks, training and leave.
Quality
- 8. First call resolution (FCR). The share of issues solved without a repeat contact. It is one of the best predictors of satisfaction.
- 9. Customer satisfaction (CSAT). A simple post-call score.
- 10. Transfer rate. How often calls are passed on. A high rate may point to a weak IVR or unclear roles.
Cost and volume
- 11. Calls per agent per hour. A rough productivity measure.
- 12. Cost per call. Total running cost divided by calls handled.
What to do when a number looks wrong
| Problem | Check first |
|---|---|
| Low service level | Staffing for each half hour, see Erlang C explained |
| High abandonment | Queue wait, IVR length and callback options |
| High AHT | Screens, scripts and after-call tasks |
| Low FCR | Agent knowledge and call reasons |
Tips for using the numbers
Look at trends, not single days. Compare by half hour, not just by day. Listen to a few recorded calls whenever a number moves, because the recording usually explains it. Pair these with the staffing calculator and a PBX with live queue statistics.
