Critical Contact Center Agent Key Performance Indicators (KPIs)

The analysis of contact center KPIs that impact customer satisfaction, agent effectiveness, and efficiency are critical to a contact center’s management. While most contact center management teams agree that KPIs have value, it is often debated which KPIs are most valuable.

The KPIs shared and defined below are considered to be standard in most contact center management analyses. Forthcoming content will provide industry standards for these KPIs and mechanisms for improving these critical metrics.

First Contact Resolution (FCR): The FCR is the percentage of first-time contacts that are completely resolved without a transfer or escalation. This is widely considered to be the most impactful customer satisfaction KPI. It is calculated by dividing the number of issues resolved on the first contact by the total number of issues x 100.

Average Time in Queue (ATQ): The average time in queue measures a contact’s wait time when reaching out to a contact center and is a critical KPI. It is a great indicator of overall customer satisfaction. ATQ is calculated by dividing the total time in the queue by the total number of contacts answered.

Average Handling Time (AHT): AHT is the time it takes for a contact to complete an interaction with a contact center, from start to finish, and includes talk time, hold time, and other idle time.

Average Speed of Answer (ASA): The ASA is the average time it takes for contacts to be answered and includes the time spent waiting in a queue and while the agent’s phone rings, but not the time it takes to navigate through the IVR system. Thus, this contact center KPI evaluates both efficiency and accessibility.

Occupancy Rate: The occupancy rate measures the amount of time an agent is “on live” with a contact while simultaneously completing work associated with the contact and is calculated by dividing workload hours by work hours. Most contact center managers seek to optimize this KPI but must be cognizant of agent workload and agent stress when setting occupancy rate goals.


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