Conversations from the Mirror42 Team

Three (relatively simple) KPIs to measure the quality of the call-answer process:

• ABA (Abandon Rate): Percentage of calls abandoned while waiting to be answered
  
• ASA (Average Speed to Answer): Average time (usually in seconds) it takes for a call to be answered by the service desk
  
• TSF (Time Service Factor): Percentage of calls answered within a definite timeframe, e.g. 80% in 20 seconds

For more KPIs visit the Mirror42 KPI Libraries.