- Operations metrics refer to key performance indicators (KPIs) that organizations use to measure the efficiency, effectiveness, and overall performance of their operational processes.
- 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.