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| Subject | Statistic Type | Statisitic | Parameter | Definition |
|---|---|---|---|---|
| Agencies, call centers, and services | Historical | Call counts | Abandoned calls above service level threshold | Total number of calls that failed to be transferred to an operator with a transfer hold duration greater than your service level threshold. |
| Abandoned calls below service level threshold | Total number of calls that failed to be transferred to an operator with a transfer hold duration less than your service level threshold. | |||
| Accounts attempted | Total number of unique account numbers that were attempted to be contacted. | |||
| Calls attempted | Total number of calls that were attempted. | |||
| Connected | Total number of calls that were connected. | |||
| Failed operator transfers | Total number of calls for which operator transfer failed. | |||
| In person | ||||
| Promise to pay calls | Total number of calls in which customers agree agreed to pay a certain amount of money (for example, when a payment is has been overdue). | |||
| Right party contacts | Total number of calls with a status in RPC_SUCCESS or RPC_NO_SUCCESS within the given interval.that were made to the intended party. | |||
| Wrong party contacts | Total number of calls with a status not in RPC_SUCCESS or RPC_NO_SUCCESS within the given intervalthat were made to the unintended party. | |||
| Successful calls above service level threshold | Total number of calls that were transferred to an operator with a transfer hold duration greater than your service level threshold. | |||
| Successful calls below service level threshold | Total number of calls that were transferred to an operator with a transfer hold duration less than your service level threshold. | |||
| Successful operator transfers | Total number of calls that were transferred to an operator. | |||
| Total inbound calls | Total number of inbound (mobile originated) calls. | |||
| State durations | Average abandon time | Average time that your customers waited in the queue before abandoning calls. | ||
| Average delay | Average IVR time for the contacts offered to your agents. | |||
| Average handle time | Average time that your agents spent handling the complete interaction, calls from start to finish (including wrap-up time). | |||
| Average in call time | Average time that your agents spent on calls. | |||
| Average ready time | Average time that your agents spent in the agents were ready to place or receive calls (Ready state). | |||
| Average talk time | Average time that your agents spent talking to customers. This does not include hold or wrap-up time. | |||
| Average wrap up time | Average time that your agents spent wrapping up calls and the total contacts handled within the given intervalcalls. | |||
| Hold time | Total time that your agents took to answer calls. That is, the total time that the calls were placed on hold. | |||
| In call time | Total time that your agents spent on calls talking to customers (In Call state). | |||
| IVR time | Total time that your customers spent before they were connected to an agent since they made the call. | |||
| Not ready time | Total time that your agents were not ready to place or receive calls (Not Ready state). | |||
| Preview dial time | Total time that your agents spent in the preview dialing modepreviewing the dial options.
| |||
| Ready time | Total time that your agents were ready to place or receive calls (Ready state). | |||
| Right party in call time | Total time that your agents spent on calls talking to customers (In Call state) for calls with a status in RPC_SUCCESS or RPC_NO_SUCCESScalls with the intended party. | |||
| Right party wrap up time | Total time that your agents spent wrapping up calls (Wrap Up state) for calls with a status in RPC_SUCCESS or RPC_NO_SUCCESScalls with the intended party. | |||
| Total time logged in | Total time that your agents were logged on to their Agent Desktop. | |||
| Transfer time | Total time that your agents spent transferring calls. | |||
| Wrap up time | Total time that your agents spent wrapping up calls (Wrap Up state). | |||
| None | Percent service level | Average of the sum of the total abandoned calls below service level threshold and total successful calls below service level thresholdtotal successfull calls below service level threshold + total abandoned calls below service level threshold) for the contacts handled within the given interval. | ||
| Percent right party | The average of the total right party contacts and contacts offered within the given intervalPercentage of calls where your agents were able to connect with the intended person against the total number of attempted calls. | |||
| Percent abandon rate | The average Average of the total abandond abandoned calls below service level threshold and contacts offered within the given interval. | |||
| Conversion rate | The average Average of the total promise-to-pay calls and for the right party contacts within the given intervalcontacts. | |||
| Occupancy rate | Total time that your agents spent handling calls against the total time that they were logged on to their Agent Desktop. | |||
| FTE (Full-Time Equivalent) | Average time that your agents spent handling calls from start to finish (including wrap-up time) against a 6.5-hour workday. |