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Number of Calls Disconnected by Agent | | Count of connected calls that were disconnected by the agent. |
Number of Offers Cancelled | | Number of call offers which were cancelled by the system, cancelled represents all offers that the system cancelled due to customer abandon/re-assignment/etc. This includes both Inbound & Outbound Offers. |
| | Number of call offers which were missed by the Agent, where missed represents offers that rang on agent console, but were not answered within time-out time & re-offered to another agent, or abandoned by customer. This includes all Inbound & Outbound offers. |
Number of Offers Rejected | | Number of call offers which were rejected by the Agent, where Rejected represents the number of offers where agent declined the offer. This includes both Inbound & Outbound Offers. |
| | Number of dispositions that is filled by the particular agent |
| | Measures the number of calls or customers who have reached an Agent & their query has been resolved in first contact (within the defined threshold in Standard Metrics Screen |
Number of Schedule Callbacks Connected (Agent) | | Number of outbound schedule callbacks attempted calls which were connected by customer i.e both agent and customer connected on the call |
Repeat Call Count (Agent) | | Measures the number of calls or customers who have reached an Agent more than once in first contact (within the defined threshold in Standard Metrics Screen) |
Number of Inbound Connected Calls | | Number of calls where agent and customer both connected on the call for just inbound calls |
Number of Inbound Offered Calls | | Number of inbound calls which were offered to the agent |
Number of Manual Calls Attempted(Agent) | | Number of outbound manual calls which were attempted by the agent |
Number of Manual Calls Connected (Agent) | | Number of outbound manual calls which were attempted by the agent and customer connected on the calls i.e agent and customer both connected on the call |
Number of Outbound Connected Calls | | Number of calls where agent and customer both connected on the call for just outbound calls |
Number of Outbound Offered Calls | | Number of outbound calls which were offered to the agent |
Number of Schedule Callbacks Attempted (Agent) | | Number of outbound scheduled callbacks calls which were attempted by the agent |
ACW AutoWrap Time Configured | | If Autowrap feature is enabled, this field shows the default time after which an ACW will be auto-submitted. |
| | We calculate them using watch rtc stats coming from UI and it is only applicable for agent's leg |
| | Number of ACW Extensions Taken on that particular call. Used for reporting when ACW Extension feature has been configured. |
| | When ACW Interrupt/Pause-Resume feature has been configured, this field will provide the total time the ACW had been interrupted for. |
| | When ACW Interrupt Feature/Play-Pause is configured, this field provides the total number of times ACW was Interrupted by an Incoming Call/etc... |
| | Time spent filling the ACW by the agent based on values selected in "Standard Metrics Screen" |
| | Time spent filling the ACW during the call (if configured). |
| | Time spent on ACW when the ACW has been moved to Pending State, after being timed-out. |
| | Time spent filling the ACW after the call has ended. This includes time spent with the ACW on the screen post call, before it is timed-out (in-case an agent moves tabs or screens - this time will not be considered however the ACW may still be timed-out). |
ACW Time Configured inc Extensions | | Total ACW Time available for that case, this would include the default time configured (and in-case extensions are configured - the total extension time applied). |
| | Default time configured for an ACW's before it is timed-out. |
API Time Taken from Agent Accept Time (Agent) | | Time difference between the time agent accept the call to the API pusher received |
Actual ACW Extension Time Used | | When Extensions are enabled, this calculates the actual extension time used in instances where not all the extended time is consumed. |
Agent Attributed Talk Time | | The total duration of the agent's talk time, split by each connected agent. Calculated as the difference between the beginning and end timestamps of each agent message when the particular agent is connected to the call. |
Agent In-Call Time With External | | Measures the total time agent was connected to the call with the external party present, either in a consult or in a conference including the customer |
Calls Abandoned On Hold (Agent) | | Count of calls which were abandoned when the customer was put on hold |
Customer Attributed Talk Time | | The total duration of the customer talk time, split by each connected agent. Calculated as the difference between the beginning and end timestamps of each customer message when the particular agent is connected on the call. |
Customer Dial Time (Agent) | | Time spent by the agent on the outbound call when its ringing to the customer i.e agent is connected and waiting for customer to join the calls (in case of manual, preview calls) |
| | Total time where there was silence during a customer interaction, i.e. neither customer nor the agent were speaking - attributed to the Agent connected on call. In conference scenarios, will be attributed to all Agents on call. |
Dead Air after Agent Speech | | Total duration of silence that occurs after the agent finishes speaking until either the agent or the customer speaks again. Calculated as the time difference between the end timestamp of the agent’s last transcript and the start timestamp of the next transcript (agent or customer). Only silences longer than the defined dead-air threshold are included in this metric. |
Dead Air after Customer Speech | | Total duration of silence that occurs after the customer finishes speaking until either the customer or the agent speaks again. Calculated as the time difference between the end timestamp of the customer’s last transcript and the start timestamp of the next transcript (customer or agent). Only silences longer than the defined dead-air threshold are included in this metric. |
| | Number of times customer was put on hold for the call by an agent |
Hold Count (Agent) (Unique) | | Unique number of times customer was put on hold for the call by an agent. If in a particular call, the customer was put on hold twice by the same agent, the count will show 1 |
| | Total time for which customer was put on hold |
| | Time spent by agent to connect on the call post the offer was made to the agent in case of only inbound calls i.e time from agent assign to agent connect |
Manual Call Pre-Call Prep Time (Agent) | | Total time spent by the agent preparing before the manual call |
| | Total number of times an Agent puts themselves on Mute, attributed to each Agent. If an Agent puts themselves on Mute multiple times on a call - each instance would be counted. |
| | Total time call was put on mute by the agent |
Number of Dialer Calls Attempted (Agent) | | Number of outbound dialer calls which were attempted by the agent |
Number of Dialer Calls Connected (Agent) | | Number of outbound dialer attempted calls which were connected by customer i.e both agent and customer connected on the call |
| | Time spent by agent to connect on the call post the offer was made to the agent in case of only outbound calls where the customer first connects on the call (eg: predictive dialers) |
| | Pending ACW for Calls Eligible for ACW |
| | Indicates the preview time spent by the agent on call in cases of outbound call |
| | Total talk time of the agents on the calls |
Time Until Next Call (Agent) | | Measures the time difference between two consecutive calls from the same customer based on phone number. It calculates the duration between the end of the first call (Call A) and the start of the second call (Call B) and associates this time interval with the unique identifier (ID) of Call A |
Time taken since last call (Agent) | | Measures the time difference between two consecutive calls from the same customer based on phone number. It calculates the duration between the end of the first call (Call A) and the start of the second call (Call B) and associates this time interval with the unique identifier (ID) of Call B. |
| | Total duration of silence that does not occur after either agent or customer speech. This includes the initial silence after the call connection until the first utterance, as well as any silence shorter than the defined dead-air threshold. |
| | Average time the agent took to fill the after call wrap up form on the interaction assigned to the agent. It is based on overall interactions handled. This is calculated for all voice cases/ calls only |
Average Customer Dial Time | | Average time the agent spent on an outbound call while it was ringing at the customer's end (i.e., the agent is connected and waiting for the customer to join the call). |
| | Total time spent by agents on hold / Number of Connected Calls |
Average Inbound Ring Time | | Average Inbound Ring Time based on number of inbound calls which were offered to the agent |
Average Inbound Round Trip Time | | Provides rtt of packets going from agent browsers -> used to measure call quality and for debugging |
Average Manual Call Pre-Call Prep Time | | Average time the agent spent preparing or working before dialing a manual call. This metric is averaged over all manual calls dialed from the system. |
| | Time spent on mute by the agent / Number of connected calls |
Average Outbound Ring Time | | Average time call rang on agent console for outbound calls where customer first connected on the call |
Average Outbound Round Trip Time | | Provides average round trip time of packets coming to agent's browser -> used to measure call quality and for debugging |
| | Average of Preview Time (Agent) based on number of preview calls dialed out from the system (only for outbound calls) |
| | Total time spent by agents talking on the call / Number of connected calls |
Consult Add to Call Initiated | | Count of Add to Call initiated by the agent resulting to consult call - i.e 2 agents on call and customer is on hold. It is counted as initiated even if 2nd agent didnt connect on call or in cases where agent got connected on the call |
Consult Add to Call Received | | Count of Add to Call received and connected by the agent but it was only a consult call - i.e 2 agents on call and customer is on hold |
| | Total number of consults initiated by the agent during the call. This includes all instances where a consult was attempted - whether it remained a consult-only interaction, or resulted in a transfer or a conference |
Consult Initiated Talk Time | | Talk Time of the particular agent with agent 2 on all the total consult calls which were initiated |
| | Total number of consults received by the agent during the call. This includes all instances where a consult was received - whether it remained a consult-only interaction, or resulted in a transfer or a conference |
Consult Received Talk Time | | Talk Time of the particular agent with agent 2 on all the total consult calls which were received to the agent |
Consult Transfers Initiated | | Count of warm transfers initiated by the agent that resulted in a consult call - where two agents are on the line and the customer is on hold. This includes cases where the second agent didn't join or the call wasn't transferred over after consult. |
Consult Transfers Received | | Count of warm transfers received and connected by the agent that resulted in a consult call - where two agents are on the line and customer is on hold. |
Total Consult Time (Agent) | | Time of consult between the agents during the consult call (It can initiated via warm transfers or add to call feature) when both the agents are connected. It will be shown for both the agents on the consult call |
Conference Connected Count | | Count of times agent has been connected on a conference with another agent (It can be initiated either via warm transfers or add to call invites). This will exclude any IVR and external conferences on the call |
Conference Initiated Count | | Count of times agent has initiated a conference with another agent (It can be initiated either via warm transfers or add to call invites). This will exclude any IVR and external conferences on the call |
Conference Initiated Time (Agent) | | Total Conference Time associated to Agent who has initiated the Conference (Primary Agent on call). This includes all Conference scenarios - Add to Call & Warm Transfers. Conference Time is a sub-set of Talk Time. |
Conference Received Time (Agent) | | Total Conference Time associated to Agent who has received the Conference (Secondary Agent on call). This includes all Conference scenarios - Add to Call & Warm Transfers. Conference Time is a sub-set of Talk Time. |
| | Time spent by agents and customer on the conference call at the same time. This will exclude any IVR and external conferences on the call (talk time of all the parties in conference and will be added for both the agents) |
External Transfers Connected (Agent) | | Number of times an external user or number is successfully added to an ongoing call as a conference or consult (can be further transferred as well). Note: This is counted only when the external party is connected to the call, whether added via the 'Add to Call' feature or through a 'Transfer' |
| | Number of times the IVR was added as a conference to the call by the particular agent. In case IVR is conferenced multiple times, it will calculate multiple times |
IVR Conference Time (Agent) | | Measures the total time agent was on conference with the customer and IVR at the same time |
Blind Transfers Initiated | | Total number of blind transfers iniatied by the agent on the call inc both the transfer directly to agent or to the queue |
| | Total number of blind transfers received by the agent on the call and also accepted by the agent (will be counted only if the agent is connected) |
External Transfers Completed (Agent) | | Number of times an external user or number is successfully added to an ongoing call, followed by a completed transfer that makes the external party as the primary agent. |
External Transfers Initiated (Agent) | | Number of times an external user or number is added to an ongoing call, either through the 'Add to Call' feature or via 'Transfer'. Note: This metric is counted at the time of initiation, regardless of whether the external party successfully connects or not |
| | Total IVR transfers which an agent initiated |
Successful Warm Transfers Initiated | | Warm transfer initiated where the final/ complete control of call was provided to another agent |
Successful Warm Transfers Received | | Warm transfer received where the final/ complete control of call was provided to another agent |
Transfers Initiated (Blind/Warm) | | Total number of warm and blind transfers initiated by the agent on the call to queue or directly to the agent |
Transfers Received (Blind/Warm) | | Total number of warm and blind transfers received by the agent on the call i.e for warm transfer -> the call rang on the agent console irrespective of if the call was accepted by the agent later or not and for blind transfer -> call was accepted and connected post the ring on agent console |
| | Total number of warm transfers iniatied by the agent on the call inc both the transfer directly to agent (irrespective of if the call was answered by agent or not) or to the queue |
| | Total number of warm transfers received by the agent on the call i.e it gets counted if either the call rings on agent console or agent connects on the call (consult call) or agent is successfully transferred the full control of the call (successful transfer call) |
FCR % (First Contact Resolution) (Agent) | | Measures the % of calls or customers who have reached an Agent & their query has been resolved in first contact (within the defined threshold in Standard Metrics Screen), relative to the total number of incoming calls/customers |
RCR % (Repeat Contact Rate) (Agent) | | Measures the % of calls or customers who have reached an Agent more than once in first contact (within the defined threshold in Standard Metrics Screen), relative to the total number of incoming calls/customers. |
Unique Customer Phone Number (Agent) | | Depicts the count of unique customer handled by the agent based on the customer phone number |
Contacts Assigned with Macro | Digital Agent Performance | Number of assignments in which the assigned user has applied any macro |
Contacts Assigned with Applied Macro without Response | Digital Agent Performance | Number of assignments in which the assigned user has applied any macro, without and response sent during the assignment |
Response Count Excluding First | Digital Agent Performance | Count of responses sent by the agent excluding the first response. This only includes subsequent responses after the first one. |
| Digital Agent Performance | Measures the % of cases first replied within the selected threshold on the "Standard Metrics Screen" over total number of cases which were responded by the agent
The percentage of cases first replied within the SLA over total cases with responses for that agent in that particular assignment. This includes only agent responses. This is based on First Agent Response Time (Agent) and thresholds can selected from Service Level - FRT in the "Standard Metrics Screen" |
First Response Count Within SLA | Digital Agent Performance | Number of cases where the agent's first response was sent within the SLA threshold defined in Service Settings. |
Response Count (Excluding First) Outside SLA | Digital Agent Performance | Number of agent responses (excluding the first response) that were sent outside the SLA threshold defined in Service Settings. |
Total Agent Message Count | Digital Agent Performance | Number of messages sent by the agent including all the consecutive responses |
Response Time Excluding First (Agent) | Digital Agent Performance | Measures the duration of all next/further response time made by the agent on the case excluding the time taken to respond by the agent on the first customer message |
| Digital Agent Performance | % of responses sent by the agent within SLA over total response count sent by the agent on the case. The threshold for SLA can be based on value updated in the service level KPI in the Standard Metrics Screen. |
Total Response Time (Agent) | Digital Agent Performance | This gives the sum of time taken by agent to share the first response from the assignment and the time taken by agent to share responses - excluding first from the last unresponded customer message. |
Forward Button Usage Count | Digital Agent Performance | Represents the number of times emails have been forwarded from system via a user, on that case during every assignment. |
First Agent Response Time (Agent) | Digital Agent Performance | Measures the time taken for an agent to send their first manual response on a case, calculated after each assignment on the case. It is calculated as the duration between Agent Assignment Time and the Agent’s First Response within that assignment. This is an agent-level metric and is calculated separately for each agent assigned to the case. |
Response Count within SLA | Digital Agent Performance | Number of responses that were sent by the agent within the defined threshold set in the service level KPI in the Standard Metrics Screen. |
First Response Count Outside SLA | Digital Agent Performance | Number of cases where the agent’s first response was sent outside the SLA threshold defined in Service Settings. |
Response Count outside SLA | Digital Agent Performance | Number of responses that were sent by the agent beyond the defined threshold set in the service level KPI in the Standard Metrics Screen. |
Response Count (Excluding First) Within SLA | Digital Agent Performance | Number of agent responses (excluding the first response) that were sent within the SLA threshold defined in Service Settings. |
| Digital Agent Performance | Count of unique responses sent by the agent corresponding to the brand response received on the case. Eg: If the messages are in the sequence: F1 F2 B1 B2 F3 B3, then total response count will be 2 in this scenario as B1 will be counted as a response to F1 and B3 will counted as a response to F3 |
| Omni Channel | Number of agents who have been offered atleast 1 assignment in the selected time duration |
| Omni Channel | Provides the count of unique days that the agent was offered 1 assignment in the selected timeframe |
| Omni Channel | Contacts which are assigned to agent and further replied/ answered by agents. In case of voice - agent answers the call, in case of digital cases - agent makes the first reply on the case. |
| Omni Channel | Measures number of times a particular case that has been assigned to the agent has been responded |
Contacts Answered within SLA | | Contacts answered by agents post assignment within the defined SLA Threshold. |
| Omni Channel | % of contacts connected / handled over total number of contacts assigned with respect to the particular agent |
Contacts Abandoned / No action | Omni Channel | Number of assignments in which user has neither shared a response nor applied a macro |
| Omni Channel | Depicts the total time a case was assigned to the agent. It will show the assigned duration based on each agent assignment |
| Omni Channel | Average of total handle time as per values selected in "Standard Metrics Screen" over total number of contacts answered |
| Omni Channel | The percentage of time that an agent actively spent handling the cases. It is calculated as Time Spent in Ready Status with any case assigned / Ready Time |
| Omni Channel | The percentage of time that an agent was available to work/ handle cases actively. It is calculated as Ready Time/ Logged In Time and hence dependant on statuses configured in Ready Time metric |
| Omni Channel | Time taken by the agent to answer a call or make the first response in a contact assigned. |
| Omni Channel | Avg time taken by the agent to answer a call or make the first response in a contact assigned. |
| Omni Channel | Time spent by the call in queue before that agent's assignment |
| Omni Channel | Average time calls spent in the queue before being offered to the agent. Calculated as Total Queue Time (Agent) / Contacts Assigned. |
| | Service Level calculation for WFM - which is based on contacts assigned to the agents for digital cases whereas contacts answered for the voice channels. |
Service Level - Reporting | | Service Level calculates the % of contacts which answered within the defined threshold over total contacts offered to the queue. |