Simply. Monitor
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40 ZIWO Live View KPIs
(updated as of 01/2019)
| Description | Formula | |
|---|---|---|
| Service Level Agreement (SLA) SLA specifies a contact center committed to answering a set percentage of calls within a certain number of seconds | SL = (Total no of queue calls answered < = SL Threshold in seconds) / (Total no of queue calls - abandoned before X seconds) * 100 | |
| INBOUND | 21 | |
| Description | Formula | |
| Current active Queue Calls Shows the total current value of ongoing Queue calls | Σ Calls of all Queues | |
| Current Customers Waiting in Queue Shows the total current value of customers currently waiting in a Queue | Σ Callers waiting in all Queues | |
| Total ACD Calls Measures the number of calls received in queues | Σ Queued calls | |
| Total calls landed in IVR Shows the total value of Calls landed in any IVR | Σ Calls that landed in any IVR | |
| Total Calls Lost in IVR Measures the number of calls hanged up while in IVR | Σ Calls hung up in IVR | |
| Total Clean Calls Inbound Measures the number of actual inbound calls received in the system which did not hangup before the specified duration. | Σ inbound calls with talk time > user defined duration | |
| Total Phantom Calls Inbound Measures prematurely hanged up inbound calls, according to user specified duration. | Σ inbound calls with talk time < user defined duration | |
| Total Transferred Calls Measures calls forwarded to internal extensions | Σ Internal call transfers | |
| Total Abandoned Calls Measures the number of callers who hang up before they can be connected to an agent (often because the caller is frustrated with the time on hold). | Σ queue calls hung up before answering | |
| Percentage Abandoned Calls Ratio, in percentage, between prematurely hanged up calls and the overall call count handled by the system | Total Abandoned Calls/Total ACD Calls | |
| Total Voicemails Shows the total number of Voicemails received | Σ Calls that ended in Voicemail recording | |
| Total Answered Queue Calls Shows the total value of answered Queue calls | Σ queue calls which were answered. | |
| Answer-seizure ratio-ASR (inbound) Percentage of answered calls with respect to the total call volume. | Σ Answered inbound calls/Σ inbound calls | |
| Average Answered Calls per Agent Measures the average number of calls received by agents over a specified period of time. | Σ Answered call/Active agents | |
| Average Queue Waiting Time Measures the average time for a call to be handled by an agent | Σ Waiting time on ACD calls/Total ACD calls |
|
| Avg. Abandoned Time Average duration, in seconds, of abandoned calls. | Σ Abandoned call waiting time /Total Abandoned Calls |
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| Average Inbound Handling Time Average duration, in seconds, of inbound answered calls | Σ Answered inbound calls duration/Σ Answered inbound calls |
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| Average Inbound Talk Time Measures the average duration of agents conversations | Σ Inbound calls talk time /Total inbound calls |
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| Average Speed of Answer-ASA (inbound) Measures the average time for an ACD inbound call to be handled by an agent. | Σ inbound calls ring time/Σ Answered inbound calls |
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| Average Talk Time for Queue Calls Shows the average talk time for all Queue calls | Σ Queue Calls Talk Time/Total Queue calls |
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| Total Inbound Talk Time Shows the total inbound talk time | Σ Talk Time of all Inbound Calls |
|
| OUTBOUND | 7 | |
| Description | Formula | |
| Total Outbound calls Number of calls placed over a specified period of time | Σ Initiated outbound calls | |
| Total Clean Calls Outbound Measures the number of outbound calls placed in the system which did not hangup before the specified duration | Σ Inbound calls (call duration > user defined duration) |
|
| Total Phantom Calls Outbound Measures prematurely hanged up outbound calls, according to user specified duration. | Σ outbound calls (call duration < user defined duration) |
|
| Average Outbound Handling Time Average duration, in seconds, of outbound answered calls | Σ Answered outbound calls duration/Σ Answered outbound calls |
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| Average outbound Talk Time Shows the total outbound talk time | Σ Outbound calls talk time/Total Outbound calls |
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| Total outbound Talk Time Shows the total outbound talk time | Σ Talk Time of all Outbound Calls |
|
| PERFORMANCE | 11 | |
| Description | Formula | |
| Current Agents on Call Sum of all agents currently in "Call" status | Σ agents in "Call" status | |
| Total Agents Logged In Number of agents displaying an active status | Σ agents in the following status (Available, On Break, Meeting or Outgoing) |
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| Current Agents Available Sum of all agents currently in "Available" status | Σ agents in "Available" status |
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| Current Agents on Break Sum of all agents currently in "On Break" status | Σ agents in "On Break" status |
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| Current Agents in a Meeting Sum of all agents currently in "Meeting" status | Σ agents in "Meeting" status |
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| Current Agents set to Outbound Sum of all agents currently in "Outgoing" status | Σ agents in "Outgoing" status |
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| Total On Hold Time Measures the global time, in seconds, spent by callers on hold | Σ hold time of all inbound and outbound calls. | |
| Total Agents Number of agents registered in the system, does not included deleted accounts. | Σ Agents registered |
|
 | Occupancy Percentage of total time agents spent on call over total agents logged in time. | Percentage of (total calls handling time / total logged in time). |
 | Maximum concurrent agents online Maximum number of agents online within the given time range. | Maximum number of overlapping online agents within the given time range. |
 | FCR Number of calls/incidents resolved with customer having to re call within specified time. | Percentage of (total calls handling time / total logged in time). |