What Is “In Call” for Call Centers?
In a contact or call center, “in call” refers to the state of an agent being in a call interaction with a customer. It can be used to refer to an agent’s current work status or used as a contact center performance metric. The “in call” metric refers to the total number of phone-skilled agents engaged in a call during a certain timeframe. This metric helps contact centers evaluate agent performance in real-time and historical reporting.
Reasons to Measure “In Call”
There are several reasons to measure ‘in call’ as part of contact center metrics:
Evaluates percentage of agents actively assisting customers on the phone
Helps determine staffing needs when compared with call wait times
Can be part of average handle time when measuring how long agents are in call
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