Response time

Time taken to respond to a customer request

Revenue per hour (RPH)

The total revenue generated divided by the number of man-hours to generate that revenue

Service level agreement (SLA)

An agreement between a service provider and a provider that defines specific standard and targets than the supplier needs to achieve

Sales per hour (SPH)

The amount of sales made per agent hour

Total handle time (THT)

The total time it takes to handle a call or email