Top call center KPIs to track in your cloud call center

Key performance indicators help assess the overall effectiveness of your call center. Not only do KPIs need to be measured, but they also need to be analyzed over time so that you can tell how to improve the operation.

There are many individual KPIs that can be tracked, but here are the top ones that impact a contact center’s success the most. This list is a great place to start for tracking call center performance metrics. For a deeper dive on the fundamentals of contact center KPIs and operational best practices, consider picking up a copy of Call Center Management on Fast Forward by Brad Cleveland.

  • Forecast accuracy: What’s the difference between the number of forecasted contacts and the actual number received in the call center?

forecast accuracy table

  • Average handling time: What is the average amount of time that it takes to handle a contact?

aht formula

  • Adherence to schedule: How well do agents adhere to their schedules? This considers the amount of time that they are available to handle contacts and the times at which they are available.
  • Occupancy: What is the percentage of time agents spend handling contacts vs. waiting for contacts to arrive (inbound) or get assigned (outbound)? This is typically calculated in half-hour intervals.

occupancy table

  • Service level: What do customers experience when they attempted to reach the call center? Service level is expressed as X% of contacts answered in Y seconds, and is used to measure inbound contacts that must be handled as they arrive.
  • Response time: Like service level, response time provides a clear indication of what customers experience. It is used to measure outbound contacts or those that don’t need to be handled as they arrive. (For example, many organizations set a response time objective for contacts such as email, voice messages, or social media posts. I.E., 100% of Facebook posts responded to within 30 minutes.) It is expressed as 100% of contacts answered in N days/hours/minutes.
  • Abandonment rate. How many callers hang up while waiting in the queue? It is best use in combination with other metrics and it is often influenced by factors that are beyond the call centers control.
  • Average speed of answer: How fast does the average customer receive a response? This measure reflects the average delay of all contacts, including those that receive an immediate answer.
  • After call work time. How much time do agents spend after a call to complete additional work and documentation related to their previous contact?
  • Contact quality: What is the value assigned to how an individual contact was handled? Quality can be measured by a variety of methods and can be used to enhance training programs, identify enterprise-wide problems, or address individual performance.
  • First contact resolution: What percentage of contacts are resolved the first time and require no further contact? It provides the greatest value as a relative measure over time, as it increases customer satisfaction and cost efficiencies. Note that 100% is not typically feasible or cost effective.
  • Agent turnover rate: Turnover is a big deal in the industry. How many agents are leaving your call center? It should include voluntary, involuntary, internal, and external.

agent turnover rate

  • Blocked calls: How many callers get a busy signal?
  • Time in queue: How long until a caller gets to speak with an agent.
  • Cost per contact: What is the cost of service for a given contact type? It is calculated by dividing total contact center costs by the total contacts for a given period. It can be differentiated by channel and types of contacts. Cost per contact must be interpreted carefully, as climbing cost per contact could be good. If process improvements result in fewer contacts, fixed costs will cause the cost per contact to increase.

Tools that help you measure call center KPIs

  • Cloud contact center software with integrated reporting – agents and managers can access the data they need whenever they need it.
  • Real-time dashboards for agents and managers – provides access to the KPI, so everyone knows where they stand.
  • Call monitoring – supervisors can track resolutions times, etc.
  • Historical reporting – gives you access to data at any time point.
  • Workforce management software – provides managers a host of agent information for coaching and goal setting.


Congratulations! You made it through the Beginner's Guide to Call Center Software! Hopefully, this have provided you with a good introduction. Just remember to refer back to the explanations and recommendations documented in this guide from time to time as you venture down the path of deploying your own call center. For additional demonstrations of call center functionality described in this guide, check our demo videos.

If we, at NewVoiceMedia can be of assistance feel free to contact us for more information.

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