The number of connected customer sessions. The average number of seconds spent interacting on a media type.Ĭalculated by: Total Talk time / Count of interactions with Talk time The average amount of time agents spent completing after-call work.Ĭalculated by: Total ACW / Interactions with ACW The average number of seconds that interactions were placed on hold.Ĭalculated by: Total Hold Time / Count of interactions with holds The average amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it.Ĭalculated by: Total Wait Time / Interactions The time spent in the Meal status for the specified period. The percentage of offered interactions that an agent answered.Ĭalculated by: (Answered / Offered) * 100 Answered increments when the agent is the first to connect to the interaction. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.Ī measurement of the number of assigned ACD interactions answered by an agent in a given period. As a metric, it indicates the total time an agent takes to finish working on a call. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. After-call work is the work that an agent performs immediately following an interaction. The number of times after-call work (ACW) was completed. In some views, this number is shown next to the total number of queue members. The total amount of time interactions are in queue waiting for an agent to answer them before customers abandoned the interactions. For example, the customer hangs up before an agent answers, or the system disconnects the interaction. The average amount of time before a customer disconnects in an ACD queue before connecting with an agent. The number of times an end user abandoned an interaction in a queue. The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner.Ĭalculated by: (Abandoned Count / Offered Count) * 100
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