# Contact center KPIs and what drives them

*Agentforce Service Consultant Study Guide · Industry Knowledge · Last updated October 15, 2026 · https://www.certifyforce.com/study-guide/agentforce-service-consultant/industry-knowledge/contact-center-kpis-and-what-drives-them*

The eleven contact center KPIs the exam names, their formulas, what pushes each one up or down, how single-metric targets backfire, and how AI agents shift the KPI mix toward deflection and escalation.

- Certification: Salesforce Agentforce Service Consultant
- Exam section: Industry Knowledge
- Study guide: https://www.certifyforce.com/study-guide/agentforce-service-consultant

**Official exam objective:**

> Explain the factors that influence key Contact Center metrics and key performance indicators (KPIs).

## What the exam expects

- Name the KPI that answers a stakeholder's question (loyalty, one interaction, effort, wait, cost, shift compliance, productive time).
- Calculate CSAT, NPS, AHT, abandonment rate and cost per call from their formulas.
- Identify what drives each KPI up or down and recommend the lever that fixes a symptom.
- Warn about trade-offs and gaming: AHT-only targets, survey response bias, FCR that ignores transfers.
- Set expectations for how AI agents and self-service change the KPI mix, and how to prove their impact.

Key terms: **AHT** (talk + hold + wrap-up per interaction); **FCR** (share of issues resolved on the first contact, no follow-up or transfer); **CSAT** (positive scores over responses); **CES** (customer effort score); **deflection rate** (AI agent sessions ended without escalation).

## Key facts

| Fact | Detail | Source |
|---|---|---|
| AHT formula | (talk + hold + wrap-up) / total calls; queue wait is not included | [Call Center Metrics](https://www.salesforce.com/service/contact-center/call-center/metrics/) |
| CSAT formula | Positive scores / total responses × 100 | [Call Center Metrics](https://www.salesforce.com/service/contact-center/call-center/metrics/) |
| NPS formula | % promoters − % detractors; measures brand loyalty | [Call Center Metrics](https://www.salesforce.com/service/contact-center/call-center/metrics/) |
| Abandonment formula | Abandoned calls / total inbound calls × 100 | [Call Center Metrics](https://www.salesforce.com/service/contact-center/call-center/metrics/) |
| Cost per call formula | Total operating costs / total calls; includes salary, technology, overhead | [Call Center Metrics](https://www.salesforce.com/service/contact-center/call-center/metrics/) |
| FCR excludes transfers | Resolved on the first interaction with no follow-up or transfer | [Call Center Metrics](https://www.salesforce.com/service/contact-center/call-center/metrics/) |
| Abandonment causes | Usually poor staffing or an inefficient IVR | [Call Center Metrics](https://www.salesforce.com/service/contact-center/call-center/metrics/) |
| Queued Callback | Keeps the caller's queue spot; lowers abandonment without more staff | [Elevate Your Contact Center](https://trailhead.salesforce.com/content/learn/modules/agentforce-contact-center/elevate-your-contact-center-with-automation-and-ai) |
| AI agent value | High deflection and 24/7 availability translate into cost savings | [Elevate Your Contact Center](https://trailhead.salesforce.com/content/learn/modules/agentforce-contact-center/elevate-your-contact-center-with-automation-and-ai) |
| Deflection rate | Agent sessions ended without escalation to a rep or another agent | [Monitor Agent Metrics and Scores](https://trailhead.salesforce.com/content/learn/modules/agent-analytics-and-monitoring/monitor-agent-metrics-and-scores) |
| Command Center for Service | Real-time view of reps, queues, wait times and open work | [Set Up Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_intro.htm&type=5) |

## Check yourself

- Why can schedule adherence be 96% while utilization shows long idle stretches?
- When does an FCR figure overstate performance?
- Which KPI quantifies customers being bounced between chat and phone?
- What does an AI agent's deflection rate count?

## Sources

- [11 Top Call Center Metrics & KPIs to Measure Performance](https://www.salesforce.com/service/contact-center/call-center/metrics/)
- [Elevate Your Contact Center with Automation and AI](https://trailhead.salesforce.com/content/learn/modules/agentforce-contact-center/elevate-your-contact-center-with-automation-and-ai)
- [Get Started with Agentforce Contact Center](https://trailhead.salesforce.com/content/learn/modules/agentforce-contact-center/get-started-with-agentforce-contact-center)
- [Monitor Agent Metrics and Scores](https://trailhead.salesforce.com/content/learn/modules/agent-analytics-and-monitoring/monitor-agent-metrics-and-scores)
- [Set Up Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_intro.htm&type=5)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 23 linked practice questions, and unlimited timed mock exams are included with the Agentforce Service Consultant pack (USD $19): https://www.certifyforce.com/practice-exams