Contact center metrics
The numbers that end up in the business case. Most of them are easy to state and easy to manipulate, which is why the definition clause in a contract matters more than the target number in it.
Call deflection
Call deflection is the practice of moving a customer contact out of an expensive channel, usually the phone, into a cheaper one such as self-service, and it counts the contact that never arrived rather than the problem that got solved.
Containment rate
Containment rate is the share of conversations an automated system finishes on its own without handing the person to a human, calculated as conversations resolved without human involvement divided by total conversations handled.
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