Definition
The average time an agent takes to complete a chat or call, including talk time, hold time and after-call work.
Example
The average support call at an internet provider lasts 6 minutes.
Read the full guideHow Do I Measure Call Center Agent Performance? 8 KPIs and How to Read Them
Related Customer Service terms
الرد الآليAuto-replyA message sent automatically when a message arrives, such as a welcome or out-of-hours note, or full smart replies from an AI agent.الرد الجاهزCanned ResponsesPre-saved text an agent inserts with one click to answer frequent questions quickly and consistently.مؤشر رضا العملاء CSATCustomer Satisfaction Score (CSAT)The percentage of customers satisfied with a specific experience, measured with a short question after the service, such as "How would you rate our service from 1 to 5?"التصعيدEscalationMoving a case to a higher level, such as a supervisor or a specialist team, when it goes beyond the agent's authority or takes too long to resolve.الحل من أول تواصل FCRFirst Contact Resolution (FCR)The percentage of customer requests resolved in the first conversation or call, without the customer coming back about the same issue.زمن الرد الأول FRTFirst Response Time (FRT)The time between a customer's message arriving and the first reply from a person or agent. It is one of the most important customer satisfaction metrics on WhatsApp.