Operations metrics

  1. Operations metrics refers to key performance indicators (KPIs) that organizations use to measure the efficiency, effectiveness, and overall performance of their operational processes.
  2. These metrics provide insights into various aspects of day-to-day activities and are crucial for decision-making, process improvement, and strategic planning. 

Below are the available operations metrics:

  • Unique customers - The total number of unique customers handled by the agents through all channels.
  • Total customer conversations - The total number of conversations handled by the agents for all the unique customers.
  • Total channel conversations - The total numbers of channels utilized in total customer conversations. Conversations across all channels for all the unique customers.
    • For example, while an agent and customer are on a call and the agent sends a SMS to the customer, then the total channel conversations will be counted as 2 and total customer conversations will be counted as 1.
  • Conversations Received - The total number of incoming conversations received from the customers.
  • Outbound calls - The total number of outgoing calls made to the customers by the agents.
  • Active agents - The total number of available agents who are online.
  • Conversations by Channel - The chart shows the distribution of conversations categorized by channels.
  • Transfer Rate - The percentage of conversations that are successfully transferred by the agents.
  • Abandonment Rate - The percentage of customers who disconnect or abandon their request before reaching an agent. It also includes the wait timeout, failed scenarios.
    Note: This would also include the calls that do not enter into the queue and are answered by a bot.
  • Conversations by Disposition - This chart shows the distribution of conversations grouped by the disposition assigned by the agents during the wrap-up.

How this metrics help:

  • The supervisor checks the operations metrics and observes that there is a sudden surge in live chat conversations compared to phone calls as per the Conversations by Channel which might lead to higher wait time and abandonment rate.
    • In such cases, the supervisor can decide to allocate additional agents to handle live chat interactions promptly and prevent delays in response times.
  • The supervisor observes a noticeable increase in the Transfer Rate where customer interactions are being transferred from one agent to another or between departments at a higher frequency. The elevated transfer rate suggests that a significant number of customer interactions are being handed off to other agents or departments.
    • In these instances, the Supervisor can adjust the routing in such a way that the calls are routed to agents with the appropriate expertise, reducing the need for transfers.
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