KPIs are metrics that are used to measure the performance of a call center. Some of the most common KPIs for call centers include:

• Average handle time (AHT): The average amount of time it takes to handle a call.
• First call resolution (FCR): The percentage of calls that are resolved on the first contact.
• Customer satisfaction (CSAT): The level of satisfaction of customers with the call center experience.
• Agent productivity: The number of calls that an agent handles per hour.