How Do I Measure Call Center Agent Performance? 8 KPIs and How to Read Them
How to measure call center agent performance: 8 key KPIs including service level, AHT, first call resolution, abandoned calls and CSAT, read together.
The key call center KPIs are: service level (the share of calls answered within a set number of seconds, such as 80% within 20 seconds), average call duration, first call resolution, abandoned call rate, average wait time, customer satisfaction, agent occupancy and sales per call. Read them together, because improving one at the expense of another hurts service.
01The eight KPIs
| KPI | What it measures | Common target |
|---|---|---|
| Service level | Answering within X seconds | 80% within 20 seconds |
| Average call duration | Time per call | Depends on the type of business |
| First call resolution | Resolved without a callback | Rising month on month |
| Abandoned calls | Hung up before being answered | Below 5% |
| Average wait time | Before being answered | Under 30 seconds |
| Customer satisfaction | Rating after the call | Above 85% |
| Occupancy | Agent time spent on calls | 75% to 85% |
| Call outcome | Appointment, order, resolution | Depends on the goal |
These targets are common call center conventions; adjust them to your business.
02Read the KPIs together
- Very short calls with low resolution: the agent is ending calls quickly without solving anything.
- Occupancy above 90%: the team is exhausted and quality will drop.
- High abandonment at specific hours: schedule shifts around the peaks.
- High satisfaction with low sales: service is good, but the offers or closing are weak.
03Scoring call quality
- Greeting and introduction.
- Understanding the request with clear questions.
- Accuracy of information.
- A resolution, or a next step with a date.
- Closing and logging in the customer profile.
Score 5 random calls per agent each week against the same criteria, and share the best call with the team.
04Calls and chats in one report
Today's customers both call and message. If call reports live in one system and chats in another, you never see the full picture. In Modeer 360 you see each agent's performance across both together.
Key takeaways
- Service level, first call resolution and abandoned calls are the foundation.
- Read the KPIs together, not in isolation.
- Score sample calls every week.
- Bring calls and chats into one report.
Frequently asked questions
What is 80/20 in a call center?
Answering 80% of calls within 20 seconds; it is a common service level target.
Are shorter calls better?
Not always. What matters most is solving the problem on the first call.
How often should I review the KPIs?
Daily for abandoned calls and wait time, and weekly for the rest.
- #Call center KPIs
- #Average handle time (AHT)
- #First call resolution (FCR)
- #80/20 service level