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17d (edited) • General discussion
Call metrics - what do you track?
What do you usually track for call metrics? duration, sentiment, rate of booking vs inquiries (if applicable), if caller ended call prematurely.
Do you think it is important to track if caller always interrupts the agent and doesn't let the agent finish talking? Am thinking that's a sign the agent is talking too much. But right now I'm having a hard time getting that part right - it's counting more interruptions than the number of times the agent spoke.
What else do you track?
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Call metrics - what do you track?
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