Name | |
| Contacts which are offered to the work queue i.e the contact that entered any work queue. A contact is every case/ call that comes into queue - even if transferred. Every new offer to queue is counted as new contact offered. In case of transfer to same queue, it will be counted as 2.  Note: Exclude consecutive responses only when the immediately preceding brand message is from the same agent within the same assignment. In all other cases, include the message, specifically if the previous message was sent by a bot or automated system, or if the previous brand message was sent by a different agent.
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| Contacts which are assigned to the agent post entering the work queue. Assignment is calculated for each contact offered to the work queue. This is only calculated for digital channels |
Contacts Assigned within SLA | Contacts which are assigned to the agents within the defined SLA threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen under the section Service Level Agreement.. The threshold is based on time to assign Note: Exclude consecutive responses only when the immediately preceding brand message is from the same agent within the same assignment. In all other cases, include the message, specifically if the previous message was sent by a bot or automated system, or if the previous brand message was sent by a different agent. |
| 1.) For Digital:Contacts which are assigned to agent and further replied/ answered by agents. 2.) For Voice: Answered is calculated when the agent answers the call, and in case of digital - if the agent makes the first reply on the case post entering the work queue |
Contacts Answered within SLA | Contacts which are answered by agents post assignment within the defined SLA threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen under the section Service Level Agreement. The threshold is based on speed of answer |
| Contacts which are assigned to agent but were not answered/not replied by the agents |
| Contacts which are abandoned in the work queue before the agent is assigned on the case. Contact is marked as abandoned/ dropped if:
1.)For Voice - customer abandoned the call
2.)For Livechat - customer closed the chat/ inactivity before the agent assignment. Note: This needs above(refer to the screenshot above)following rule configuration while removing the case from the work queue. |
Chat Contacts Short Abandoned | Contacts which are abandoned in the work queue within a defined threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen under the short abandon section. This is applicable only for voice and live chat channel |
Contacts Abandoned within SLA | Contacts which are abandoned within the defined SLA threshold. The threshold is defined at the work queue level, and is picked from same threshold for service level agreement in the "Queue Standard Metrics Screen" and is based on time to abandon |
| Time taken for a contact to be answered by the agent in the work queue. It captures time from work queue entry time till the contact is answered. This is only captured for contacts answered. Note: Exclude consecutive responses only when the immediately preceding brand message is from the same agent within the same assignment. In all other cases, include the message, specifically if the previous message was sent by a bot or automated system, or if the previous brand message was sent by a different agent. |
| 1.) For Digital: This metric calculates for service level based on contacts assigned i.e % of contacts assigned to the agents within the defined SLA threshold over contacts offered to the work queue within the defined threshold. 2.)For Voice: It is % of contacts answered by the agents within defined SLA threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen under the section Service Level Agreement |
| Service Level calculates the % of contacts which were answered within the defined threshold over total contacts offered to the work queue within the defined threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics " screen under the section Service Level Agreement Note: Exclude consecutive responses only when the immediately preceding brand message is from the same agent within the same assignment. In all other cases, include the message, specifically if the previous message was sent by a bot or automated system, or if the previous brand message was sent by a different agent. |
| % of contacts which were abandoned in the work queue i.e Contacts Abandoned / Contacts Offered. |
| Duration that a contact is assigned to the agent in the work queue |
| Average handle time for all contacts which are assigned to the agent within the work queue i.e Average Handle Time=(Contacts Assigned/Handle Time (Assigned Duration)) |
Handle Time (Case Processing Duration) | Duration that a contact is handled in the work queue based on case processing clock on the case i.e duration that the agent is actively working on the case. This will be only calculated for contacts assigned and applicable for digital channels only |
Avg Handle Time (Case Processing Duration) | Avg handle time for all contacts which are handled in work queue based on case processing clock on the case i.e Handle Time=(Case Processing Duration)/ (Contacts Assigned). |
| Overall time taken by the agent to make a response on the contact which captures all the to and fro customer/agent messages on the contact. This is calculated for all the contacts that entered the queue and applicable for digital channels only. Note: Exclude consecutive responses only when the immediately preceding brand message is from the same agent within the same assignment. In all other cases, include the message, specifically if the previous message was sent by a bot or automated system, or if the previous brand message was sent by a different agent. |
| Avg response time by the agent on the contact in the work queue over total contacts answered. Note: Exclude consecutive responses only when the immediately preceding brand message is from the same agent within the same assignment. In all other cases, include the message, specifically if the previous message was sent by a bot or automated system, or if the previous brand message was sent by a different agent. |
