Average Uptime In the Contact Center Related Articles Call Center Metrics: Examples, Tips & Best Practices How is Average Handling Time (AHT) Distributed? It is Not How you Think! How to Calculate Average Call Per Hour Per Agent & Per the Whole Center Is There A Link Between Average Speed of Answer and Service Level? © pickup - Adobe Stock - 181334456 292 Filed under - Forum What is the Average Uptime In the Contact Center What is the average percentage of time the cc system was working properly? Question asked by swapnil It Tends to Be Above 99.9% Generally Contact Centre telephony systems tend to be quite reliable. Typically between 99.90% and 99.99% reliable. Some claim to be more like 99.999% reliable, but this is often unproven. When it comes to the data systems these are often very unreliable. We did a poll recently that shows that the systems often run slow Slow/Different Systems are the Biggest Blocker to Low Average Handle Times Hope that this helps With thanks to Jonty Thank You Thank you for your response. Since I am a student and doing a project on Call center industry, it would be really helpful for me if I could get the source from which this data has been taken. With thanks to swapnil Personal Experience This comes from my personal experience in working in many contact centres. Real life up-times tend not to be widely shared. It is interesting to look at what these figures mean 99.90% (“three nines”) means 8.76 hours of downtime per year 99.99% (“four nines”) means 52.56 minutes of downtime per year https://en.wikipedia.org/wiki/High_availability With thanks to Jonty Industry Benchmarks Thank you Sir for your valuable insights. What are the industry benchmarks for the following metrics Average Handling forecast accuracy Routing accuracy Training quality – Percentage of people who pass monitoring at the end of 30 days on the job With thanks to swapnil Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 19th Apr 2022 Read more about - Forum Recommended Articles Call Center Metrics: Examples, Tips & Best Practices How is Average Handling Time (AHT) Distributed? It is Not How you Think! How to Calculate Average Call Per Hour Per Agent & Per the Whole Center Is There A Link Between Average Speed of Answer and Service Level? Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter