Agent Interruption Rate

Agent Interruption Rate

Agent Interruption Rate measures how frequently an agent cuts off or speaks over a customer before they’ve finished their thought. It’s a behavioral metric that sheds light on both individual listening habits and systemic pressures driving hurried interactions.

Interruptions aren’t always rude. Some interruptions are helpful — clarifying questions, confirming a customer’s intent, or gently steering a rambling call. But most of the time, frequent interruptions break rapport, escalate tension, and derail resolution.

This metric cuts through the surface politeness of a conversation and measures what’s actually happening in the talk flow.

Why It Matters

Customers hate being interrupted. They perceive it as disrespectful or dismissive — even when agents mean well. But more than just etiquette, interruption signals impatience, lack of active listening, or workflow issues (like agents under time pressure).

Here’s what a high Agent Interruption Rate might indicate:

  • Agents are over-optimized for Average Handle Time.
  • Training focuses on process over presence.
  • The script or call flow encourages agents to “take control” instead of co-navigating.
  • The customer cohort includes many frustrated or repetitive callers (requiring different handling styles).

And low interruption isn’t always good either. Too low might mean agents are passive or not taking initiative when needed.

How to Measure It

There’s no universal definition, but interruption typically gets computed using a speech overlap model:

Agent Interruption Rate = (Number of Agent Interruptions) / (Total Customer Turns)

Where:

  • An interruption is counted when the agent begins speaking within 0.5 seconds of the customer still talking.
  • A customer turn is a full segment of uninterrupted customer speech.

In some systems, the threshold can be adjusted — e.g., tighter than 300ms or looser if there’s known system lag. It should also account for call latency or transcription timing errors.

Mermaid diagram to visualize the turn-level dynamics:

Interruption ≠ Bad Agent

It’s easy to blame the agent. But like all behavioral metrics, interruption rate lives at the intersection of system design, team culture, and individual behavior.

Before using this metric for coaching or QA, put it in context:

  • Was the call emotionally charged?
  • Was the customer rambling or repeating?
  • Was the agent under pressure to wrap quickly?

Use this signal to coach with nuance, not to punish.

Benchmarks

  • <5%: Strong active listening, assuming resolution rates hold steady.
  • 5–10%: Moderate — look deeper into specific call types.
  • 10%+: Likely a systemic issue or pressure to move fast.

These vary by industry and call type. Sales calls might tolerate more interruptions than support or healthcare contexts.

How to Act on It

  • Coach on pause discipline. Agents can be trained to wait 1 second after silence before speaking.
  • Review scripting pressure. If call flows encourage early intervention, consider rephrasing.
  • Pair with Resolution Clarity or Sentiment Drop. Frequent interruption often correlates with lower resolution confidence or post-call sentiment shifts.
  • Customer Patience Score
  • Average Talk-Listen Ratio
  • Sentiment Drop After Transfer

Further Reading