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Contact centre KPIs
Track the daily and weekly measures a service desk or contact centre runs on.
Sales & customer successTelecom & infrastructureBanking & financial servicesRetail & ecommerceInsuranceHealthcarePublic sector
How it's worked out
- Service level = answered in target ÷ offered. Abandonment = (offered − answered) ÷ offered. Occupancy = answered × AHT ÷ logged-in hours
- Same interval for all figures
NoteService level here counts answered-in-time over all offered contacts, so abandoned contacts count against it. Some centres exclude short abandons; keep one rule over time.
Source: COPC and ICMI contact centre metric definitions
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