Series: Intraday monitoring
Workforce management metric definitions
Learn the definitions of common workforce management definitions. To view the list of all common metrics, see Metric definitions.
Service level target is a contact center performance statistic expressed as “X percent of contacts answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues.
The service level percentage is the percentage of interactions that meet your contact center's service level target. Calculated by: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions)*100
Admins can also choose to include flow-outs in the calculation. For more information, see Configure the service level calculation. If you include flow-outs, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions+ number of flow-outs)*100
Note: Any interactions that leave a queue without an agent handling or transferring the interaction, including callbacks, count as flow-outs. Callbacks do not count as answered within service level, even if the callback was offered before the Service Level Target was reached.
The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.
A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
The number of interactions where a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.
Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled.
Scheduled agent count is calculated by:
Actual agent count is calculated by:
When an interaction finishes, the system marks it as completed.
Note: Because an interaction may be completed in a different interval than the interval in which it starts, Completed may differ from Offered.
|Average talk time (ATT)||
たとえば、オペレーターは10件のコールを処理し、それぞれに3分の2つの通話時間セグメントがあります。3,600 sec/20 セグメント = 180 seconds または 3分
Talk segments occur each time an agent talks to a customer. For example, an agent talks with a customer for two minutes, then places the customer on hold for two minutes. The agent returns to talk to the customer for two more minutes, and then disconnects. There are two talk time segments for this interaction.
See also: talk time
Note: For workforce management short-term forecasting and intraday monitoring views, ATT also includes hold times.
|Average after-call-work time (Avg ACW)||
Calculated by: Total ACW / Interactions
Note: ACW for callback interactions is always zero.
The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction.
Calculated by: Total Time to Answer / Number Answered
This metric represents the total time that agents actually spend handling interactions: