Operations Metrics

  1. This dashboard incorporates operational-level metrics.
  2. Only wrapped-up/closed conversations are considered for this report.

Below are the items available under this report:

  • 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.
  • Channel conversations - The total number of conversations across all channels for all the unique customers.
  • Distribution of Channel Conversations - The number of conversations per channel is represented in a bar graph. With the help of this data, Supervisors can identify which channels are most popular among customers and optimize their services to meet customer preferences.
    • For example, if there is a significant volume of inquiries through chat, the center can assign and train more agents to handle chat conversations during peak times.
  • Conversations by Status - This shows the distribution of conversations answered by agents and conversations that were self-served (Ex: Call conversations that landed in IVR, Messages/Chats with a Bot)
  • Inbound conversation - It shows the total number of inbound calls.
    • Agent Answered - It shows the count of calls where the call was successfully established between the agent and the customer.
    • Self Served - It shows the count of calls that have not been queued or routed.
      Ex: Calls that landed in IVR, Messages/Chats with a Bot.
    • Agent Unanswered - It displays the number of calls that were not answered by the agents. The breakdown of the value can be found under Inbound Abandoned Reasons.
  • Inbound Abandoned Reasons - It displays the number of calls for each of the following scenarios:
    • Wait timeout - Number of calls entered into the queue but timed out before being answered by an available agent.
    • Agent Assignment failed - Number of calls that entered the queue but could not be connected to an agent.
    • Customer disconnected - Number of calls that entered the queue but customers dropped in between.
  • Outbound conversation - It shows the total number of outbound calls.
    • Customer Answered - It shows the count of calls that were answered by the customers.
    • Customer Unanswered - It shows the count of calls that were not answered by the customers.
    • Failed - It shows the count of calls that failed because of some technical issues.
  • Callback Requested - This shows the number of incoming call conversations in which the callers have requested a callback from a representative rather than continuing to wait in a queue to talk with an agent immediately.
  • Conversations by Channel - It displays the distribution of conversations per channel on an hourly/daily/weekly/monthly basis.
    This helps in the allocation of resources based on daily, weekly, or monthly trends.
    • For example, if the last month’s data shows that there are more call conversations, you can plan to allot more agents to handle calls in the coming month.
  • Conversations per Disposition - This displays the distribution of conversations based on their outcomes or dispositions.
    • For example, recurring dispositions related to product inquiries may indicate a need for additional product information.
  • Average Conversation Time - This chart shows the average duration it takes for an agent to handle a customer conversation from start to finish. It includes the time the agent spends talking to the customer, the time agent takes in the wrap up section as well as any additional tasks such as after-call work or ticket creation (in case of active integration).
    • For example, if certain agents consistently have longer conversation times, targeted training programs can be implemented to address specific challenges and improve performance.
  • Abandoned Rate - This chart shows the percentage of conversations abandoned in the queue before reaching an agent.
    Note: This would also include the calls that do not enter into the queue and are answered by bot.
    • For example, if a supervisor notices a rise in the abandoned rate during specified peak hours, it could mean that the contact center is receiving more call volumes than it can efficiently handle with the present staffing levels during these peak hours. Along with this, the supervisor can examine the data "Inbound Abandoned Reasons" to determine the true cause of the increase in the abandoned rate.
  • Average Handle Time - This chart shows the average time spent by an agent with a customer. It includes the time the agent spends talking to the customer until wrap up.
    • For example, a team/agent with a continuously high average handling time may indicate a need for extra training to guarantee that no unnecessary time is spent on each customer engagement.
  • Average Wrap up Time - This chart shows the average time taken in the wrap-up section after the conversation is solved. If there is an active integration with the CRM, then this will also include case/ticket creation.
    • For example, if a supervisor observes a gradual increase in Average Wrap-Up Time over the past few weeks, it suggests that agents are spending more time on wrap-up activities after each customer conbersation, potentially impacting the speed of handling subsequent conversations. This indicates that agents need additional training or support in optimizing their post-call activities.
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