This report summarizes the overall Inbound and Outbound call center performance that are necessary for a leadership view.

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Inbound KPIs

Total Calls Funnel View

This is a funnel level view of all the major call centre KPIs for a quick reference.

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1. Call Count - Total Inbound Calls that landed to the IVR

2. Calls completed within IVR - Total number of calls that were completed within IVR

3. Number of calls requested for an agent: Number of calls that were requested to connect with an agent

4. Calls offered to Agents - Number of calls which were offered to agent to connect

5. Calls taken by Agents - Calls which are accepted by agent and customer and agent are both connected on the call

Total Call Count Trend

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1. Call Count - Day wise trend of total inbound calls that landed to the IVR

2. Agent Transfer % - % of calls which have been transferred to the agents i.e number of calls requested for an agent / inbound call count

Unique Customers Summary

1. Unique Customers - Unique customer phone numbers that were dialed to IVR

2. Unique Customers Connected - Unique customer phone numbers that were connected to the agents

3. % Unique Customers Connected - Daily Trend of % of unique customers that were connected to the agents

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% Abandoned and Trend

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1. % Abandoned - % of calls which were abandoned after requesting for an agent i.e ( number of calls requested for an agent - calls taken by agent ) / inbound call count

2. % Abandoned Trend - Daily trend of % abandoned calls

SLA and Agent Count Summary / Trend

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1. % SLA - Number of calls answered within SLA / Number of calls requested for an agent - Number of calls abandoned within SLA. *SLA preset is configurable and can be changed

2. Active Agents - Count of agents active to connect with the customers on the call

Average Handle Time Summary / Trend

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1. Average Handle Time - Average time taken to handle the customer on the inbound call ( handle time = talk time + hold time + after call wrap up time)

2. Average Speed of Answer - Average time taken by the agent to connect with the customer post the customer requests to connect with the agent

Overall Call Centre KPIs

1. Avg IVR Time - Average time taken by customers in IVR

2. Avg Voice Bot Time - Average time taken by customers with Voice Bot (* if applicable)

3. Avg Queue Time - Average time customers waited in queue to be answered by the agents

4. Average Ring Time - Average time the call rang for customers waiting for agents to answer

5. Average Talk Time - Average talk time between customer and agent on the call

6. Average Hold Time - Average time the customer was put on hold during the call

7. Average Wrap Time - Average time the agent took to wrap up/ fill the ACW for the customer call

%FCR and Reapeat Caller Trend

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1. % FCR - % unique customers who called only once

2. Repeat Customers (within 24hours) - Count of unique customers who called back within 24 hours since their last call

3. % Repeat Callers 24hrs - Daily trend of % of repeat customers who reach out within 24 hrs

Disposition Summary

Column Chart indicating the various dispositions that have been filled on different number of calls

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1. Call Disposition - The name of call disposition that is filled by the agent on the inbound customer call

2. Number of Calls Taken - Number of calls that were connected to the agent with the specific dispositionverage time the customer was put on hold during the call

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Outbound KPIs

Volume Analysis and Trend

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1. Total Calls Attempted - Number of outbound calls attempted by the agent/ dialer

2. Total Calls Connected - Number of outbound calls which got connected with the customer

3. Connect % - % of calls which got connected out of all the attempted calls

Dialer Type Summary

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1. Dialer Calls Attempted - Number of outbound calls which got attempted via a dialer

2. Dialer Calls Connected - Number of outbound calls which got attempted via a dialer and later got connected with the customer

3. Manual Calls Attempted - Number of outbound calls which got manually dialed / attempted

4. Manual Calls Connected - Number of outbound calls which got manually and got connected with the customer

5. Scheduled Callbacks Attempted - Number of scheduled callbacks that were attempted by the agent

6. Scheduled Callbacks Connected - Number of scheduled callbacks that got connected with agent and customer both connected

7. Dialer Connect % - % of dialer calls which got connected with customer and agent both over total dialer attempted calls

8. Manual Connect % - % of manual calls which got connected with customer and agent both over total manual attempted calls

9. Scheduled Callback % - % of scheduled callbacks which got connected with customer and agent both over total scheduled callbacks

Abandoned Calls Trend

1. ​Total Calls Abandoned - Number of outbound calls where customer and agent didnt connect on the call

2. % Abandoned - Daily trend of number of abandoned outbound calls / Total number of outbound attempted calls

Average Call Time Stats

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1. ​Average Handle Time - Average time of talk + hold + wrap time of the outbound call i.e overall duration of the call

2. Average Talk Time - Average talk time between customer and agent on the outbound call

3. Average Hold Time - Average time the customer was put on hold during the outbound call

4. Average Wrap Time - Average time the agent took to wrap up/ fill the ACW for the customer call

Disposition Summary

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1. Call Disposition - Disposition/ ACW details that is being filled by the agent on the call

2. Call Sub Disposition - Sub Disposition/ ACW details that is being filled by the agent on the call

3. Call Count - Trend of calls which have varioud dispositions and sub-dispositions being filled

Call Status and Idle Time

1. Call Completion Status - Trend of % of calls with different call completion status

2. Idle Time Trend - Daily trend of average idle time of the agents

Login Trend

1. Login Count - Count of agents who are logged into the system

2. Login Trend - Daily trend of count of agent who logged into the system