Description

Contacts Offered

Contacts that 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 Answered

Contacts which are assigned to agent and further replied/ answered by agents. In case of 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 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 (for voice contacts).

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 OfferedContacts / Abandoned​)×100

Handle Time

Duration that a contact is handled in the work queue - based on talk time, hold time, wrap time, preview time etc on the contact. The config is based on metrics selected in the "Standard Metrics" screen under the Handle Time section

Avg Handle Time

Avg handle time for all contacts which are answered by the agents within the work queue i.e Average Handle Time= (Contacts Answered / Handle Time​)

Ring Time

Time take by a contact to get answered/ accepted by the agent post the contact is assigned to the agent.

Note: This is applicable for voice channel only.

Talk Time

Total time that agent and customer were on the call in the particular work queue.

Note: This is applicable for voice channel only.

Avg Talk Time

Avg Talk Time of the contact with respect to each contact answered in the work queue i.e. Average Talk Time= (Contacts Answered / Talk Time​)

Note: This is applicable for voice channel only.

Hold Count

Number of times a contact was put on hold by the agent in the particular work queue.

Note: This is applicable for voice channel only

Hold Time

Total hold time that the agent puts the customer on hold in the particular work queue

Avg Hold Time

Avg Hold Time of the contact with respect to each contact answered in the work queue i.e. Average Hold Time=(Contacts Answered / Hold Time​)

Note: This is applicable for voice channel only.

ACW Time

Total ACW time that agent spent completing the ACD during the particular voice contact.

Note: This is applicable for voice channel only

Avg ACW Time

Avg Wrap Time of the contact with respect to each contact answered in the work queue i.e. Average ACW Time=(Contacts Answered / ACW Time​).

Note: This is applicable for voice channel only

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