17. 1. Percentage of call blocked
2. Average time in queue
3. Average abandonment rate
4. Service rate
5. Average speed of answer
6. Average handle time
7. Average after call work time
8. First call resolution
9. Customer satisfaction
10. Occupancy rate
11. Agent absenteeism
12. Agent turnover rate
13. Conversion
14. SHP
15. SPD
16. Average talk time
17. SQI-service quality index