Kevin is an auditor who is looking at call center metrics that the business tracks. There are four charts that he is auditing. He realizes that one of them does not belong with the theme of call center metrics. Which of the following metrics would be irrelevant to the call center?
A) Average velocity of answer
B) Average age of customer
C) Queue waiting time
D) Average call abandonment rate

Question

Quizplus · Accepted Answer

The average age of the customer is not directly relevant to call center performance metrics, which typically focus on efficiency and customer service quality, such as speed of answer, waiting time, and call abandonment rate.

Kevin Is an Auditor Who Is Looking at Call Center