Description

Contacts Offered

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.

Contacts Assigned

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

Contacts Answered

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 Not Answered

Contacts which are assigned to agent but were not answered/not replied by the agents

Contacts Abandoned

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

Speed of Answer

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

Service Level - Accepted

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 - Answered

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

% Contacts Abandoned

Abandonment Rate (%)=(Contacts Offered / Contacts Abandoned​)×100

Handle Time 

Duration that a contact is assigned to the agent in the work queue

Average Handle Time

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).

Agent Response Time

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

Avg Agent Response Time

Avg response time by the agent on the contact in the work queue over total contacts answered

Name

Description

Work Queue

Provides the name of the associated work queue. In case the work queue is not shared with the particular user, it will show the unique ID of the queue

Work Queue ID

Indicates the unique ID of each associated work queue

Date

Date when the contact entered the work queue