text: example of it kpi?   call center metrics: key performance indicators (kpis)  call (contact) quality  first-call resolution/errors and rework  definitions and use of service level  response time and quality  average speed of answer  abandoned and blocked calls  forecasted call load vs. actual  scheduled staff vs. actual  adherence to schedule  average handling time (aht)  occupancy and productive/nonproductive  cost per call (cost per contact)  average call value  revenue  budget/cost objectives  objectives for outbound  customer satisfaction  employee satisfaction  turnover  overall call center roi