Two metrics that are part of the Contact Center Call Quality Key Performance Indicators (KPI)
include:
D. Customer Satisfaction: This metric assesses the level of satisfaction that customers have with their
interactions with the contact center, often measured through surveys or feedback mechanisms.
E. Call Abandon Rate: This metric tracks the percentage of calls that are abandoned by callers before
reaching an agent, indicating potential issues with wait times or call handling efficiency.
Reference: Cisco's documentation on contact center management and KPIs often includes
discussions on various metrics, including customer satisfaction and call abandon rate, highlighting
their importance in assessing call quality.
