ASA or AHT
Average time between entering the queue and the start of the interaction. Helps read capacity and wait experience.
OmniSmart Guide · Call center metrics
Call center metrics to explain cause and result
A dashboard full of numbers is not management. Each indicator answers a different question about demand, capacity, experience, productivity, or result. Correct reading starts with the definition and ends with an operational decision.
Objective definitionsFormulas and contextInbound and outbound
monitoringCall center metrics
ACTIVE DEFINITIONS
AWTWaitbefore the interaction
AHTHandlingconversation and after
FCRResolutionfirst contact
Indicator, context, and decision
timerASA / AHTSize the wait
avg_timeAHT / ASAUnderstand handling
phone_missedAbandonmentFind friction
task_altFCRMeasure resolution
infoThe number only makes sense when the definition is sharedVISUAL EXAMPLE
ASA / AHTHow long the customer waits
AHT / ASAHow long the handling lasts
FCRHow much is resolved on the first try
CPCHow much of the outbound reaches the right person
Direct answer
What are the main call center metrics?
The main metrics are volume, ASA or AHT, service level, abandonment rate, AHT or ASA, occupancy, first contact resolution (FCR), transfers, and satisfaction in inbound; in outbound, add completion, contact with the right person (CPC), conversion, and cost per result.
- ASA measures wait; AHT measures the complete handling.
- SLA shows service within a time target.
- FCR observes resolution without a new contact for the same reason.
- CPC and conversion separate effective contact from commercial outcome.
Operational glossary
Read the indicators together
Reducing AHT in isolation can worsen resolution. Increasing occupancy too much can raise fatigue and poor quality. The useful metric is one that, combined with others, explains what happened and guides an action.
AHT or ASA
Sum of conversation, wait during the contact, and after-contact work, divided by completed interactions.
Service level
Percentage of contacts answered within the time target defined by the operation.
Abandonment rate
Percentage of contacts ended by the customer before the interaction, according to the adopted measurement rule.
FCR
Percentage of demands resolved on the first contact, without a new interaction for the same reason in the defined period.
CPC and conversion
In outbound, CPC measures contact with the right person; conversion measures how many of those contacts achieved the goal.
Occupancy
Relationship between time in interaction or after-interaction and the agent's available time.
Transfers
Shows how many interactions change agent or queue and helps identify inadequate routing or knowledge.
Practical comparison
Indicators, formulas, and questions
| Indicator | Summary calculation | Question it answers |
|---|---|---|
| ASA / AHT | Total wait ÷ interactions | How long did the customer wait? |
| AHT / ASA | (Conversation + wait + after) ÷ interactions | How long does the full treatment take? |
| Abandonment | Abandoned ÷ eligible received | How many gave up before being served? |
| FCR | Resolved on first contact ÷ demands | How many did not need to return? |
| CPC | Contacts with the right person ÷ worked contacts | How much of the campaign reached the right target? |
| Conversion | Results ÷ reference base | How much became agreements, sales, or other goals? |
From metric to decision
Define, segment, compare, and act
Without a calculation rule and a cut, two teams can use the same name for different numbers.
Define the formula
Record included events, exclusions, and observation period.
Segment the context
Separate channel, queue, campaign, team, time, and reason.
Cross-reference indicators
Relate speed, quality, capacity, and outcome.
Investigate the cause
Open interactions and events that explain the deviation.
Test a change
Adjust flow, staffing, script, or automation and track the effect.
Impact on operations
What changes in practice
Indicators become useful when they have a definition, a cut, and a link to an operational decision.
Explainable dashboards
Each number has a definition, source, cut, and operational question.
Closest cause
The manager investigates queues, times, agents, and reasons that make up the result.
Speed with quality
AHT, FCR, satisfaction, and return rate prevent optimizing for a single metric.
Measurable improvement
Changes can be compared with a baseline and success criteria.
Who it makes sense for
Metrics for supervision, planning, and quality
SupervisorsCX managersInbound operationsOutbound operationsPlanningQuality
Frequently asked questions
Learn more
ASA or AWT, service level, abandonment, AHT or TMA, occupancy, FCR, transfers, and satisfaction. For outbound, also completion rate, CPC, conversion, and cost per result.
AWT measures the wait before being served. AHT measures the full treatment, usually including the conversation, wait during the contact, and after-call work.
The basic formula is abandoned calls divided by eligible received calls. The company should document whether it excludes very short abandonments and which events go into the denominator.
FCR is first-contact resolution: the proportion of demands resolved without a new contact for the same reason within the defined period.
Contact with the right person measures how many worked contacts actually reached the account holder or correct audience. The definition must consider how identity was confirmed.
No. Occupancy shows utilization, but very high levels for long periods can reduce quality, increase fatigue, and make it harder to absorb peaks.
None alone. Combine wait, abandonment, transfers, FCR, satisfaction, complaints, and interaction analysis.
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