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Queue metrics
1. Queue metrics refers to the various key performance indicators (KPIs) and measurements associated with the queues where customers are waiting in queue to be handled by agents for incoming calls or messages.
2. Monitoring queue metrics is essential for optimizing the efficiency of a contact center and ensuring that customer service levels are met.
Below are the available queue metrics:
- Wait Time Metrics:
  - Average Wait Time - The average amount of time customers spend waiting in the queue before being connected to an agent.
- Queue Size:
  - Customers in Queue - The number of customers waiting in the queue for the selected time period.
- Performance Metrics:
  - 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.
  - Average Wrap-up Time - 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.
- Abandoned Metrics:
  - Average Abandoned Rate - The percentage of customers who disconnect or abandon the queue before reaching an agent.
  - Average Abandoned Time - The average amount of time customers spend waiting in a queue before abandoning their request.
- Queues:
  - This list contains all of the queues in the organisation, as well as their statistic data - Average Conversation Time, Live Contacts, Customers in Queue, Average Wait Time, and Timeout.
How this metrics help:
- If a supervisor checks the queue metrics and notices a spike in:
  - Average Wait Time and high count of Customers in Queue
  - Elevated Abandoned Rate and Abandoned Time in Queue,
    it indicates that there may be a sudden surge in the number of incoming requests leading to:
    - agents struggling to manage the sudden surge in the volume and
    - callers waiting longer than usual before abandoning
      In such instances, the supervisor can analyze the impacted queue and check the interactive voice response and adjust the automated messages telling callers about the high call volume, assisting in the management of customer expectations. The supervisor can also decide to allocate additional agents to handle the increased volume promptly, reducing wait times and abandonment rates.
- The supervisor checks the queue metrics and observes that both Average Handle Time and Average Wrap-Up Time have increased. This indicates that the agents are spending more time handling each call, possibly due to some sudden issues and also dealing with wrap-up while handling more routed conversations leading to the increase in the wrap-up time.
  In these cases, the supervisor can quickly check with the agents in the impacted queue and provide real-time guidance to agents on strategies to efficiently handle conversations as well as checking if there is a requirement to allocate additional resources.
Operations metrics
1. Operations metrics refer 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 number 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 an SMS to the customer, then the total channel conversations will be counted as 2 and the 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 and failed scenarios.) ➗ (The total number of conversations)
  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 these 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.
Agent metrics
1. In a contact center, agent metrics are key performance indicators (KPIs) that help measure and evaluate the performance of the agents.
2. Regularly monitoring and analyzing these agent metrics can help contact centers identify areas for improvement, optimize their processes, and enhance the overall customer experience.
Below are the available agent metrics:
- Leadership board - This provides an overview of the count of calls and chats handled by each agent in the organization.
- Active Agents - The total number of available agents.
- Average Handle Time - This value represents the average time spent by an agent from the beginning of the conversation when the agents accept the incoming request until the wrap-up is done.. It includes handle time, ticket creation or case creation time (if there is an active integration), and wrap-up time.
- Transfer Rate - The percentage of conversations that are successfully transferred by the agents.
- Average Wrap Up Time - 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.
- Agent Status - This comprises the agents’ name along with the details of the active conversations, customer information, channel, duration, conversation ID, and monitor, which offers a redirect link for the supervisors to click and monitor the call in real-time.
  Note:
  - If the agents and Supervisor are not on the same team, the supervisor cannot view their information in Agent Status.
  - Monitor is disabled for the agent screen.
- Active Conversations - This comprises the agents’ name along with the conversation details of the active conversations if the agents are handling any.
  Note: The supervisor can view all of the agents' information, regardless of whether the agent and team belong to the same team.
How these metrics help:
- In the Leadership board, the Supervisor finds that Agent A has successfully handled a high volume of calls + chats, whereas, Agent B has a lower count of calls handled compared to the expected volume.
  - In such cases, the Supervisor can stay on top of customer calls in real-time with our enhanced monitoring feature available in Live Agents.
  - Supervisors can ensure call quality and compliance while they happen, resulting in improved oversight and increased customer satisfaction.
  - Additionally, they can provide real-time guidance during customer calls, helping agents deliver exceptional service.