Contact Center Metrics in 2025
Our goal is to build the most comprehensive collection of metrics for customer experience, particularly in the contact center. The ultimate anthology. It will continue to take time. We will be adding weekly!
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Emotional Recovery Time (ERT)
Tracks how long it takes for a customer’s sentiment to return to neutral or positive after a negative shift in tone.
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Escalation Avoidance Rate (EAR)
Escalation Avoidance Rate (EAR) measures how effectively front-line agents resolve issues without needing to escalate to higher tiers of support.
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Resolution Friction Index (RFI)
RFI measures how difficult it is for a customer to get their issue resolved, combining transfers, escalations, repeat contacts, and time to resolution into a single friction score.
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Agent Talk Speed
Measures how fast an agent speaks during a call. Impacts clarity, rapport, and comprehension.
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Context Carryover Score
Measures how well agent understanding and customer context are preserved across channel or agent transitions.
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Script Adherence Score
Script Adherence Score measures how closely agents follow a defined call script or required talk track during customer interactions.
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Callback Success Rate
Callback Success Rate measures how often outbound callbacks successfully reach and engage the customer, helping CX teams assess operational reliability and customer availability.
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Cross-Talk
Cross-talk measures how often agents and customers speak over each other during live conversations — a key behavioral signal of conversational friction, impatience, or disengagement.
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Silence‑to‑Speech Ratio
How to measure and act on the balance between silence and talk on calls.
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Agent Interruption Rate
Tracks how often agents interrupt customers mid-sentence, helping diagnose listening habits, impatience, or systemic pressure to move fast.
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Escalation Rate
Escalation Rate measures how often customer interactions are passed to a supervisor, specialized agent, or higher support tier. It signals where frontline resolution breaks down.
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Hold Frequency and Duration
How often and how long callers are placed on hold—two of the most telling indicators of operational friction and perceived service quality in any voice channel.
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Sentiment Analysis in CX
How to measure and interpret customer sentiment across conversations, and why it matters for frontline performance, operational awareness, and customer retention.
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Agent Patience
Agent Patience measures how long a contact center agent is willing to remain silent and wait for a customer to respond before interrupting, rephrasing, or disengaging.
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Waiting Duration
Waiting Duration measures how long a customer waits before speaking with an agent — whether they stay on the line or opt for a callback. It's a key signal of both operational efficiency and customer experience.
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After Call Work (ACW)
ACW tracks the time agents spend wrapping up tasks after the customer interaction ends. It’s a critical metric for understanding true workload and streamlining agent efficiency.
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Conversation Duration: The Clockwork of CX
Conversation Duration breaks down how time flows through an interaction — from wait to wrap — offering insight into customer effort, agent efficiency, and system friction.
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Average Handle Time
Average Handle Time (AHT) measures the total duration of a customer interaction, including talk time, hold time, and after-call work. It’s a core efficiency metric — but interpreting it without context can lead to the wrong decisions.
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Customer Effort Score
Customer Effort Score (CES) measures how easy it is for customers to resolve issues or complete tasks with your company. It focuses on the effort customers perceive they must exert during interactions, providing insights into potential friction points in the customer journey.
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Customer Satisfaction Score (CSAT)
CSAT is a foundational CX metric that measures how satisfied a customer is with a specific interaction or experience, typically captured through a post-interaction survey.
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Customer Effort Spikes
Moments in a conversation where customer friction surges — like repeating themselves, waiting too long, or switching channels.
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Emotional Volatility Index
Tracks how frequently and dramatically a customer's emotional state shifts during a conversation, revealing instability in trust or clarity.
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First Call Resolution
First Call Resolution (FCR) measures the percentage of customer inquiries resolved during the initial contact, serving as a key indicator of customer satisfaction and operational efficiency in call centers.
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Net Promoter Score (NPS)
A breakdown of how Net Promoter Score works, why it’s both powerful and problematic, and how to measure it meaningfully inside your customer conversations.
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Resolution Clarity Score
Measures how clearly a resolution was communicated to the customer — not just whether they were satisfied, but whether they understood.
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Resolution Confidence Score
How confident both sides are that the issue is actually resolved — not just concluded.
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Sentiment Drop After Transfer
Measures the change in customer sentiment before and after a transfer between agents — surfacing emotional fallout that often goes unnoticed in standard QA or routing metrics.
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Metric FAQs
FAQs about contact center metrics