UK and IrelandPerformance Measures
Welcome to the Performance Measures subject, the available knowlege bank articles are displayed below.
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Adherence to Work Activity Mode (WAM)
Adherence to schedule is sometimes referred to as 'customer time' as it covers the Work Activity Modes of Talk time, After Call Wrap time a… View
After Call Work / Wrap - (ACW)
After call work, as its name suggests, takes place after the voice interaction with a caller and is the time spent processing any associated work f… View
Average Handle Time (AHT)
Average Handle Time is the average processing time to deal with a call and is the total of Average Talk time and Average Wrap time. Average Tal… View
Call Monitoring
Also known as Quality Monitoring View
Call-Out Avoidance (COA)
Call-out avoidance refers to the ability of the agent to correctly diagnose a fault and facilitate a user repair, without the need for an engineer … View
Calls Per Agent
This represents the average number of calls per agent in any given time period. This is total number of calls answered by the total number of a… View
Calls Per Hour
Calls per hour is a useful indicator of efficiency levels right down from call centre to advisor level. However, that is all it should be an … View
Handling Time
Handling Time is the total processing time to deal with a call and is the total of Talk time and Wrap time. … View
Hold Time - Agent
Hold time refers to the time an agent puts a customer on hold. This is done for a number of reasons; Seeking assistance Reviewing… View
Lead Generation
Many contact centres generate leads for other companies or departments. Lead generation is about creating a level of interest with a customer, … View
Normalised Calls Per Hour
Contact centres that rely on agent calls per hour as a key metric come under fire as it doesn't provide a good comparison for agents. Over … View
Not Ready Bucket
Whilst agents are in work it is good practice for them to be logged-into the telephone system, where the ACD can allocate a number of different wor… View
PriTel Rule 75
Often poor performing contact centres appear to be over-occupied, hence have little available time. 'Ready' puts us in the right behavi… View
Quality Monitoring
Also known as call Monitoring View
RAG Report
A RAG report refers to a report where standards or targets need to be identified. RAG stands for - R = Red / A = Amber / G = Green. A RAG repor… View
Ready & Not Ready (Work Activity Modes)
The key to a successful operation View
Ready (Available)
Also known as Idle or Available in some ACDs View
Resolved Live - What Level?
Resolved live or first-time resolution is a key measure in any contact centre From a customer satisfaction perspective, the customer has an exp… View
Retention Rate
Customer retention refers to the activity of retaining a disenchanted or cancelling customer. The retention rate refers to the percentage of su… View
Revenue Per Call
This is a very useful measure in any Telsesales environment. It measures the total revenue generated by sales, divided by total calls. Th… View
Service Level (SL)
Also known as Grade of Service (GOS) and Telephone Service Factor (TSF) View
Short Calls
As the name suggests these are calls of short duration. Short calls can be created by callers hanging-up or by agents ending calls premat… View
Time-based First Contact Resolution (FCR) Reporting Window
Time-based FCR relies on a rolling FCR window. This means that the initial enquiry is perceived to be a FCR but over a period of time the initial r… View
Work Activity Modes (WAMs)
Work Activity Modes in call centres are types of work functions, under which advisors carry out their activities. The four Key ones in call cen… View