KPI definitions

Incoming calls

This KPI includes all the call that have arrived to service pool (service calls) or directly to persons work number (direct calls) This includes also the calls that have arrived to a service pool, when the service has been closed.

Offered

This KPI includes calls that have arrived to a service pool while when the service pool has been open (service calls). Offered call does not include calls that have arrived to persons work number. (direct calls)

Call is shown as offered in the service pool even if the call was abandoned during the prompt.

Handled calls

This KPI includes calls that have been answered directly (within service pool or work number) or transferred to other service pool or work number where it is answered AND calls that have been transferred to 3rd party (over flow) AND calls that have been initially abandoned with callback request and now have successful callback attempt.

Answered calls

This KPI includes calls that have been answered directly (within service pool or work number) .

Answered elsewhere

This KPI includes calls have been transferred to other service pool or work number where it is answered.

If call has arrived to service pool 1, transferred to service pool 2 and answered in the service pool 2, this call is also shown as “Answered elsewhere” in the service pool 1 and “Answered” in the service pool 2.

Transferred without answer

This KPI calls that have been transferred to a 3rd party (over flow)

Called back

This KPI includes calls that have been initially abandoned with callback request but now have successful callback attempt.

Abandoned calls

This KPI includes call that have been abandoned by the caller before answer.

Calls that have been abandoned during the prompt are also included in this category. If call has arrived to service pool 1, transferred to service pool 2 and abandoned in the service pool 2, this call is also shown as abandoned in the service pool 1.

Service pool off schedule

This KPI includes call that have arrived to a service pool when it has been closed.

If IVR has a closed schedule, calls entering to it are not included in these figures.

Outgoing calls

This KPI includes all outgoing calls, both service calls and direct calls.

Handled %

Handled % = Handled calls / Offered calls (service calls) + incoming direct calls.

Answer %

Answer % = Answered calls / Incoming calls

Avg. waiting time, customer level

This KPI includes the average waiting time on a customer level. Customer level waiting time is calculated from the full waiting time from each queue before first answer. E.g. user calls to service pool 1, call is transferred to service pool 2 during queuing where it is answered. Customer level waiting time includes the waiting time from both of the queues.

Waiting time includes the time the caller has spent in IVR-menu or listening the prompt.

Abandoned, avg. waiting time, customer level

This KPI includes the average waiting time for abandoned calls on customer level. E.g. user calls to service pool 1, call is transferred to service pool 2 during queuing where and callers abandoned the call before answer. Customer level waiting time includes the waiting time from both of the queues.

Waiting time includes the time the caller has spent in IVR-menu or listening the prompt.

Calls answered, avg. waiting time, customer level

This KPI includes the average waiting time for answered calls on customer level. E.g. user calls to service pool 1, call is transferred to service pool 2 during queuing where it is answered. Customer level waiting time includes the waiting time from both of the queues.

Waiting time includes the time the caller has spent in IVR-menu or listening the prompt.

Max waiting time, customer level

This KPI includes the maximum waiting time from all the calls within selection, on customer level.

Waiting time includes the time the caller has spent in IVR-menu or listening the prompt.

Avg. talking time, customer level

This KPI includes the average talking time on customer level. E.g. if user calls to service pool 1, has a discussion, then call is transferred to service pool 2 with additional discussion, the customer level talking time includes the discussion from both of the service pools.

Avg. talking time / person, customer level

This KPI includes the average talking time per person (user/agent) on customer level. It tells how much on average users/agents have talked with the customers during the selected time frame.

Avg. waiting time, service pool level

This KPI includes the average waiting time on a service pool level. Service pool level waiting time is calculated from the waiting time generated in the selected service pool(s) and does not include the waiting time which might have occurred in other service pools during the call flow.

Waiting time does not include the time the caller has spent in IVR-menu or listening the prompt.

Abandoned, avg. waiting time, service pool level

This KPI includes the average waiting time for abandoned calls on a service pool level. Service pool level waiting time is calculated from the waiting time generated in the selected service pool(s) and does not include the waiting time which might have been generated in other service pools during the call flow.

Waiting time does not include the time the caller has spent in IVR-menu or listening the prompt.

Calls answered, avg. waiting time, service pool level

This KPI includes the average waiting time for answered calls on a service pool level. Service pool level waiting time is calculated from the waiting time generated in the selected service pool(s) and does not include the waiting time which might have been generated in other service pools during the call flow.

Waiting time does not include the time the caller has spent in IVR-menu or listening the prompt.

Max waiting time, service pool level

This KPI includes the maximum waiting time on a service pool level. Service pool level waiting time is calculated from the waiting time generated in the selected service pool(s) and does not include the waiting time which might have been generated in other service pools during the call flow.

Waiting time does not include the time the caller has spent in IVR-menu or listening the prompt.

Avg. talking time, service pool level

This KPI includes the average talking time on service pool level. Service pool level talking time is calculated from the talking time generated in the selected service pool(s) and does not include the talking time which might have been generated in other service pools during the call flow.

Avg. talking time / person, service pool level

This KPI includes the average talking time per person (user/agent) on service pool level. Service pool level talking time is calculated from the talking time generated in the selected service pool(s) and does not include the talking time which might have been generated in other service pools during the call flow.

Unique numbers

This KPI includes the number of unique

Incoming calls / unique numbers

This KPI includes information on how many times unique numbers have called on average.

Clasification %

This KPI includes information on which % of the calls have been classified.

Routed calls, routed

This KPI includes all call that have arrived to a service pool with active smart routing.

Matched, routed

This KPI includes all call that have arrived to a service pool with active smart routing and have been matched with smart routing rule.

Matched %, routed

Routed calls, routed / Matched, routed

Unique numbers, routed

This KPI includes the number of unique numbers which have matched with a smart routing rule.

Handled, routed

This KPI includes handled smart routed calls which include all answered and transferred calls that have gone through smart routing.

Handled %, routed

Matched, routed / handled, routed

KPI Service Pool Effifiency

Explanation

Total talking time (days h:m:s)

Total talking time

Avg. Wrap Up Time

Average wrap-up time

Outgoing, Avg. Talking Time

Average talking time for outgoing calls

Outgoing, Total talking time (days h:m:s)

Total talking time for outgoing calls

Wait 0  - X s.

% of calls that have been answered within the defined time frame.

See settings sections for details on how this can be configured.

Abandoned 0 - X s.

Number of calls that have been abandoned within the defined time frame.

See settings sections for details on how this can be configured.