If you’re looking for contact center metrics and service management metrics, MetricNet is a great place to start. https://www.metricnet.com/category/ebooks/ They also have a great Youtube channel. https://www.youtube.com/c/Metricnet
Typical metrics call centers measure are:
- Queued – Shows the number of calls currently waiting in the Call Center queue
- Queue – Lists the name of the Call Center queue
- Longest Wait – Shows the longest wait time for callers in the queue
- Calls – Displays the total number of calls to/from the Call Center queue for the current day
- Answer % – Displays the percentage of calls to the queue which were answered by agents
- AVG Queue – Displays the average wait time for all calls on the current day
- Assigned – The total number of agents currently assigned to the Call Center queue
- Staffed – The total number of agents currently signed in to the Call Center queue
- Available/Un – The first number shows the total number of agents with an Available status in the Call Center; the second number show the total number with an Unavailable status
- Idle – The total number of agents who are not currently on an active call
- Wrap-Up – The total number of agents who are currently in Wrap-Up status
