| CUSTOMER KPI | DESCRIPTION | XCS REPORT |
| AHT | Average Handle Time | AHT is our metric to determine how long an representative takes, on average, to service an inbound call. The average handle time usually includes three very important components: Talk Time, Hold Time and Non-Productive time. The metric will be used to evaluate individual representative, team and leadership performance. This metric is a requirement for the Contact Center. | 2.01 - Detailed Agent Interactions Report 2.02 - Agent Time Allocation Performance Report |
| Hold Time | This metric measure the amount of time a representative places a call in a non-productive state. The system will need to measure total and average time per user. The metric will be used to evaluate individual representative, team and leadership performance. A feature that is needed is the ability to listen to representative communication while the call is on hold. | 2.04 - Agent Interaction Summary |
| Non-Productive Time | A system configurable state that will allow the user to prevent calls from coming to their station. Admin level users should be able to configure the selections available to the user. Certain options should count toward the AHT metric such as Wrap-up or ACW. | 2.02 - Agent Time Allocation Performance Report |
| ACW | After Call Work | A non-productive state where a user manually enters and exits as needed. This time is designated for completing any call related maintenance. Use of this state must be measurable and included in the AHT metric. | 1.04 - Agent Breaks Report |
| Wrap-Up | A non-productive state where a user automatically enters once a call is complete. The parameters for Wrap-up are designated by admin user. The time a user is in wrap-up is usually pre-determined in advance. If a user needs additional time, they can select the respective non-productive state and exit as needed. This time is designated for completing any call related maintenance. Use of this state must be measurable and included in the AHT metric. | 2.04 - Agent Interaction Summary |
| Non-Productive State Report | A report that is able to identify each non-productive state and report at an individual, team and center level. This report should be able to provide the following information: - Amount of time spent in each state by user. Intervals selected by a user or admin | 2.02 - Agent Time Allocation Performance Report |
| Reporting | 30 Minute Intervals | A report to display the number of calls received by 30 minute intervals for extended periods of time. The report will display the total count of calls received by day, for each 30 minute interval. | 5.02 - Business Process Interaction Performance Report |
| Reporting | Call Volume | Display the total calls received, serviced and results for a period of time identified by the user. The user will select the queues and KPI's to include in the report. | 4.13 - Disposition Codes Distribution Report |
| Reporting | IVR | The purpose of this report is to identify the number of times an IVR option was selected. | 7.01 - Customer Experience Report |
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