Key metrics
- Average Handle Time (AHT) — total time per call including hold and wrap-up.
- Customer Satisfaction (CSAT) — post-call rating from the customer.
- First Call Resolution (FCR) — % of issues resolved on the first contact.
- Abandonment rate — % of callers who hang up before reaching an agent.
- Service level — % of calls answered within a target time window.
AI-enhanced analytics
AI brings call analytics from sampling to 100% coverage. Every call can be transcribed, scored, and tagged for sentiment, intent, compliance, and coaching opportunities — automatically.
That changes the unit of work for QA from auditing 2% of calls to investigating outliers across 100%. The same pipeline feeds CX teams, sales coaching, and product feedback loops.
How to act on the data
- Feed transcripts and intents back into agent prompts and routing rules.
- Trigger coaching workflows when calls breach quality or compliance thresholds.
- Push themes into product, marketing, and CX backlogs weekly, not quarterly.
- Use cohorts (channel, intent, region) to find drivers of CSAT and churn.