Abandon rate (AR) stands as a paramount performance indicator, overseen and standardized by federal entities in the US, Ofcom in the UK, and numerous other developed nations. Both the FCC and Ofcom set a cap on this metric at 3%.
Globally, many regulatory agencies set this rate between 3% and 5%. Thus, Voiptime Cloud’s forecasting system swiftly detects any surges in AR, adjusting the dialing speed as necessary.
The Average answer delay (AAD) is yet another crucial metric to keep under surveillance. It indicates in seconds the waiting duration for prospective clients before they disconnect, anticipating a connection with a live representative.
Agent occupancy refers to the actual conversation time an agent logs in minutes and seconds during their entire shift.
Agent downtime represents unengaged intervals, such as awaiting a campaign kickoff, fielding incoming calls, or procuring supplementary details about potential clientele.
The Average Seizure Ratio (ASR) denotes the proportion of successful connections with live prospects versus unsuccessful dialing attempts.