Rethinking contact center KPIs in the age of Ai

Most contact centers still measure performance using legacy KPIs like average handle time (AHT), first response time (FRT), and customer satisfaction (CSAT). But those metrics were built for manual workflows, not Ai-powered operations. Use this guide to redefine success.

You’ll learn:

• Which legacy KPIs are still useful—and which aren’t

• How Ai improves visibility into agent performance and customer behavior

• Which modern, outcome-focused metrics to prioritize next