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Blocking rate

Metric: Blocking rate

Acronym: N/A

Definition: Percent of calls offered that are not allowed into the system; generally % receiving busy, but may also include messages and forced disconnects.

Application: Blocking rate is an important metric to consider to ensure you are allowing your customers access to your center. It is generally kept very low (under 1%).

Tips about using blocking rate as a call center metric:

 Blocking rate must be considered along with Service Level to ensure that the customer has access; you can meet service level but have a high blocking rate, and therefore dissatisfied customers.  Blocking is sometimes used for extreme peaks to flatten them out (e.g., the tickets go on sale at 10 a.m.).  The network provider is generally the source for blocking reports (percent busies). If you accept calls and then give out a busy or disconnect from the ACD, you report on it from the ACD reports.