Not dictionary definitions. Actual formulas, real industry benchmarks, and what each metric predicts about your operation.
Measures post-interaction customer satisfaction on a 1–5 scale. Industry average for B2B contact centers is 75–85%.
Total time per interaction including after-call work. Shorter isn't always better — collections and enrollment have AHT floors tied to outcomes.
Percentage of contacts resolved without a repeat call within 7 days. The single strongest predictor of CSAT and cost efficiency.
Percentage of contacts resolved without a human agent. High deflection without CSAT monitoring is a risk, not a win — especially in collections.
Percentage of logged-in time spent on active work. Above 85% consistently leads to burnout and turnover — there's a ceiling, not just a floor.
The chain from frontline agent through team lead, supervisor, and manager — with defined triggers, response SLAs, and resolution authority at each level.