- Average Handle Time (AHT)
- AHT is the average amount of time agents talk to customers, and the hold time, as well as the average amount of time an agent takes to wrap-up a call
- Calculation: Total Handling Time / Total Call Accepted
- Abandon Rate
- The number of calls that are disconnected within certain timing (20 seconds etc.) before connecting to an agent
- Calculation: Total Call Abandoned after certain seconds / Total Call Offered
- Service Level
- The percentage of calls answered within a predetermined number of seconds
- If the service level target is 80/20, then the company aim to answer 80% of all calls within 20 seconds
- Calculation: Total Call Answered within certain seconds / Total Call Offered
- Absenteeism Rate
- The percentage of scheduled agents not coming for work
- Calculation: 1 - (Actual Staffing / Scheduled Staffing)
- Occupancy & Utilisation Rate
- The percentage of time the agent was busy within the interval to the total duration within the interval of the agent's active time
- This measure reflects the percentage of time the agent actually handling interaction against their available or idle time
- Calculation: Total Call Time / (Total Call Time + Available Time)
- Active Time: The total amount of time between the beginning and end of the agent's login session(s)
- Ready Time: The total amount of time that the agent was in the ready state
- Not Ready Time: The total amount of time that the agent was not in the ready state
- Busy Time: The total amount of time that the agent spent for all interaction processing activities, excluding the time spent processing after-call work (ACW)
- Wrap Time: The total amount of time that the agent spent in after-call work (ACW)
- Adherence
- To determine whether the agents are working the amount of time they are scheuled to work. For example, how closely an agent adheres to their schedule
- Calculation: (Total Time in Adherence / Total Time Scheduled for Work) * 100
- Shrinkage Rate
- A measure of how much time is lost due to agents' events such as vacations, breaks, sick, training, and coaching
- First Call Resolution (FCR)
- The number of customers' issue that are resolved the in first time (call)
- Calculation: Number of FCR calls / Total Number of Calls
- Customer Satisfaction (CSAT)
- A performance indicator deployed to track how satisfied are the customers with the organization’s products or services
- Calculation: [Top Two Box (TTB) (usually 4 and 5) / Number of responses] x 100
- Attrition (Turnover) rate
- The percentage of agents lost due to they choose to leave or they are being asked to leave
- Calculation: Number of Agents Leave / Total Number of Positions Available
- Agent / Contact (Call) Disposition
- Is a label that describes the outcome of a call
- By tracking and analysing different disposition metrics, the company can discover insights to enhance the process