This is the MAIN page for ALL ECS - Analytics and Reporting MOPs
| Category | Field | Interaction Types | Definition | Numerator | Denominator | Notes | |||||||||
| Callback | Campaign | Chat | Fax | Outgoing External | Outgoing Internal | Telephony | Transferred | Incoming | |||||||
| Business Process | Inbound Interactions | I | I | I | I | X | the number of inbound customer interactions that entered this BP. (I = Included) | N/A | N/A | ||||||
| Business Process | Callbacks Completed | X | the number of callbacks that were successfully handled | ||||||||||||
| Business Process | Calls Abandoned | X | the number of callers that hung up before reaching any final destination | ||||||||||||
| Business Process | Calls Disconnected | X | the number of calls that were terminated by an activity in the call flow | ||||||||||||
| Business Process | Calls Not Queued | X | the number of calls received that never entered a Queue step | N/A | N/A | ||||||||||
| Business Process | Outbound Calls | X | the number of outbound calls placed outside of the organization by agents on behalf of this BP (Outgoing External Interactions) | N/A | N/A | ||||||||||
| Business Process | Service Level | X | the overall weighted % of inbound interactions that entered this BP, queued (across any channel), and achieved the intended goal | # of interactions (across all inbound interaction types) that queued and were answered within the defined goal | # of interactions that were queued minus any interactions that are excluded based upon defined criteria associated with each channel | Service Level is calculated periodically based upon the 15 minute interval. The defined SL goal in place at the time the interaction completed is used to determine the resulting SL %. If the SL goal is changed after an interaction completes, the original SL goal will be used to calculate the SL %. Changes to the SL goal only affect future interactions. | |||||||||
| Business Process or Voice Queue | Calls Transferred Externally | X | the number of interactions transferred outside ECS for handling (to a 3rd party phone number) | N/A | N/A | ||||||||||
| Voice Queue | Answer Rate | X | the percentage of inbound customer calls that entered the queue and were answered by an agent | the number of inbound customer calls that entered the queue (minus any calls that are considered service level exclusions) and were answered by an agent | the number of inbound customer calls that entered the queue (minus any calls that are considered service level exclusions) | ||||||||||
| Voice Queue | Average Abandon Time (AAT) | X | for abandoned calls, the average amount of time a caller waited before hanging up | the total amount of wait time in the queue for inbound customer calls that entered the queue and abandoned prior to reaching an agent (minus the wait time for any calls that are considered service level exclusions) | the number of inbound customer calls that entered the queue and abandoned prior to reaching an agent (minus any calls that are considered service level exclusions) | ||||||||||
| Voice Queue | Average Hold Time | X | for answered calls, the average amount of time a caller was placed on hold by an agent | for answered calls that were placed on hold by an agent, the total amount of hold time those callers experienced | the number of answered calls that were placed on hold by an agent | ||||||||||
| Voice Queue | Average Speed of Answer (ASA) | X | for answered calls, the average amount of time a caller waited before an agent answered that includes queue time and ring time | the total amount of time that answered calls waited (queue time + ring time) | the number of answered calls | ||||||||||
| Voice Queue | Average Talk Time (ATT) | X | the average amount of time that callers are on the phone actively speaking with an agent | the total amount of time that answered calls were actively connected to an agent and not placed on hold | the number of answered calls | ||||||||||
| Voice Queue | Callbacks Completed | X | X | the number of telephony callbacks that were completed | N/A | N/A | |||||||||
| Voice Queue | Callbacks Requested | X | for any calls that entered the queue, the number of callers that opted-in to a callback instead of waiting for an agent | ||||||||||||
| Voice Queue | Calls Abandoned | X | for any calls that entered the queue, the number of inbound customer calls where the caller hung up before reaching any other final destination | N/A | N/A | ||||||||||
| Voice Queue | Calls Overflowed | X | for any calls that entered the queue, the number of inbound customer calls where the call reached a final destination other than the following: answered by an agent, abandoned by the customer, became a voicemail, or became a callback request. | ||||||||||||
| Voice Queue | Calls Queued | X | the number of calls that entered the queue excluding any non-live call (a caller didn't initiate that interaction) such as Callbacks that were requested (to avoid double counting) or preview dialer calls. | N/A | N/A | ||||||||||
| Voice Queue | Final Destination | X | For any calls that entered the queue, the following events are considered a final destination for that interaction: * answered by an agent * abandoned by the customer * becomes a callback request * the interaction is transferred outside ECS for handling (to a 3rd party phone number such as an outsourcer) * customer leaves a voicemail message * interaction is disconnected by the call flow | ||||||||||||
| Voice Queue | Longest Wait | X | for any calls that entered the queue, the maximum amount of time that a caller waited prior to reaching their final destination (answered, abandoned, or overflowed) | N/A | N/A | ` | |||||||||
| Voice Queue | Service Level (SL) | X | the percentage of inbound customer calls that entered the queue and were answered by an agent within the specified goal (seconds) | the number of inbound customer calls that entered the queue (minus any calls that are considered service level exclusions) and were answered by an agent in the specified goal (seconds) | the number of inbound customer calls that entered the queue (minus any calls that are considered service level exclusions) | ||||||||||
| Voice Queue | % of Intervals Meeting Service Level | X | the percentage of 15 minute intervals where the Service Level goal was achieved | the number of 15 minute intervals where a queued call was received and the Service Level goal was met | the number of 15 minute intervals where a queued call was received | ||||||||||
| Voice Queue | Staffed Agents | X | the # of agents that answered at least 1 queued call during the report time period | N/A | N/A | ||||||||||
| Voice Queue | Voicemails Received | X | for any calls that entered the queue, the number of callers that left a voicemail instead of speaking with an agent | N/A | N/A | ||||||||||
| Chat Queue | Answer Rate | X | the percentage of inbound customer chats that entered the queue and were answered by an agent | the number of inbound customer chats that entered the queue (minus any chats that are considered service level exclusions) and were answered by an agent | the number of inbound customer chats that entered the queue (minus any chats that are considered service level exclusions) | ||||||||||
| Chat Queue | Average Agent Response | X | the average amount of time customers waited after they submitted a message in the chat window until the agent responded | the total amount of time that answered chats were "idle" from the time the customer sent a chat message until the agent responded | the total number of messages sent by customers inside a chat session (each chat session will typically have multiple messages sent by the customer) for all answered chat sessions | ||||||||||
| Chat Queue | Average Chat Time | X | the average amount of time an agent spends on a chat interaction | the total amount of time that answered chats were "worked" by an agent from the time the chat interaction was delivered to an agent until the chat session ended | the number of answered chats | ||||||||||
| Chat Queue | Average Speed of Answer | X | the average amount of time from when an chat was received from the customer until an agent responded | the total amount of time that answered chats waited from the time the customer chat was received until an agent chat response was sent | the number of answered chats | ||||||||||
| Chat Queue | Chats Abandoned | X | for any chats that entered the queue, the number of inbound customer chats where the customer terminated their chat session before reaching their destination | N/A | N/A | ||||||||||
| Chat Queue | Chats Overflowed | X | for any chats that entered the queue, the number of inbound customer chats where the chat reached a final destination other than the following: answered by an agent or abandoned by the customer. | N/A | N/A | ||||||||||
| Chat Queue | Queued Chats | X | the number of chats that entered the queue | N/A | N/A | ||||||||||
| Chat Queue | Longest Wait | X | for any chats that entered the queue, the maximum amount of time that a customer waited prior to receiving a chat response from an agent OR abandoned prior to receiving an agent response OR become a callback. | N/A | N/A | ||||||||||
| Chat Queue | % of Intervals Meeting Service Level | X | the percentage of 15 minute intervals where the Service Level goal was achieved | the number of 15 minute intervals where a queued chat was received and the Service Level goal was met | the number of 15 minute intervals where a queued chat was received | ||||||||||
| Chat Queue | Service Level | X | the percentage of inbound customer chats that entered the queue and an agent responded within the specified time goal | the number of inbound customer chats that entered the queue and an agent sent a response within the specified time goal | the number of inbound customer chats that entered the queue | ||||||||||
| Chat Queue | Staffed Agents | X | the # of agents that answered at least 1 queued chat during the report time period | N/A | N/A | ||||||||||
| Email Queue | Average Email Time | X | the average amount of time an agent spends on an email response | the total amount of time that answered emails were "worked" by an agent from the time the email interaction was delivered to an agent until they sent a response | the number of answered emails | ||||||||||
| Email Queue | Average Speed of Answer | X | the average amount of time from when an email was received during business hours from the customer until an agent responded | the total amount of time that answered emails waited from the time the customer email was received until an agent email response was sent | the number of answered emails | ||||||||||
| Email Queue | Emails Remaining | X | the number of emails that remained in the queue at the end of the customer's day (based upon business hours) | the number of emails that remained in the queue waiting for an agent response when the BP closed | |||||||||||
| Email Queue | Emails Handled | X | the number of emails handled by an agent. This includes both queued emails and those rescheduled by an agent. | N/A | N/A | ||||||||||
| Email Queue | Emails Overflowed | X | for any emails that entered the queue, the number of inbound customer emails where the email reached a final destination other than the following: answered by an agent. | N/A | N/A | ||||||||||
| Email Queue | Emails Rescheduled | X | for any emails that entered the queue, the number of emails that were manually scheduled by an agent to be answered at a later time | N/A | N/A | ||||||||||
| Email Queue | Longest Wait | X | for any emails that entered the queue, the maximum amount of time that a customer waited prior to receiving an email response from an agent | N/A | N/A | ||||||||||
| Email Queue | Queued Emails | X | the number of emails that entered the queue during the specified time period. This excludes any "rescheduled" (or Callback) emails. | N/A | N/A | ||||||||||
| Email Queue | Service Level | X | the percentage of inbound customer emails that entered the queue and an agent sent an email response within the specified time goal | the number of inbound customer emails that entered the queue and an agent sent an email response within the specified time goal | the number of inbound customer emails that entered the queue | ||||||||||
| Email Queue | Staffed Agents | X | the # of agents that answered at least 1 queued email during the report time period | N/A | N/A | ||||||||||
| Agent | Busy Time | Offer Time + Talk Time + Chat Time + Email Time + Fax Time + Wrap-up Time + Hold Time (overlapping interactions will not be accumulated) | N/A | N/A | Overlapping interactions will not accumulate busy time. If an agent is simultaneously, working on multiple interactions, Busy Time contains the elapsed time regardless of the number of interactions . | ||||||||||
| Agent | Login Time | Handle Outgoing Time + Break Time + Back Office Time + Idle Time + Busy Time | N/A | N/A | |||||||||||
| Agent | Idle Time | Agent is in the Ready State and is waiting to receive an interaction | N/A | N/A | |||||||||||
| Agent | Occupancy | ((Busy Time divided by (Busy Time + Idle Time))*100 | N/A | N/A | |||||||||||
| Agent | Handle Time | Talk Time + Chat Time + Email Time + Fax Time + Wrap Up Time + Hold Time | N/A | N/A | |||||||||||
| Agent | Interaction Time | Offer Time + Talk Time + Chat Time + Email Time + Fax Time + Wrap-up Time + Hold Time (overlapping interactions are accumulated) | N/A | N/A | Overlapping interactions will accumulate Interaction Time. If an agent is simultaneously, working on multiple interactions, Interaction Time is the sum of the time spent on each individual interaction. The Interaction Time could therefore exceed the agent's Login Time for that period. | ||||||||||