Call Center Definitions

Call Center Definitions

Introduction

The information provided below are the Definitions and Acronyms used in the Call Center Queue and Agent portals.  

Queue Statistics Definitions

StatisticDefinition

Volume (VOL)

Number of calls originating through a Call Queue.

Includes answered calls, abandoned calls, forwards, and voicemail.

Calls Handled (CH)

Number of calls answered by agent originating through a Call Queue.

Calls Offered (CO)

Number of calls that reached the queue to be dispatched to agents.

Includes abandoned calls. Excludes forwards and voicemail.

Adjusted Calls Offered (ACO)

Adjusted number of calls that reached the queue.

Excludes calls abandoned in less than 10 seconds.

(Calls Offered CO) - (Adjusted Abandoned Calls AAC).

To Vmail

Number of calls handled by the automated voicemail system.

Forwarded

Number of calls forwarded to another queue or offnet phone number for handling.

Includes forwarded calls to voicemail.

Avg Talk Time (ATT)

Average number of minutes spent by agent talking per call on calls originating through a Call Queue.

Excludes hold time.

Avg After Call Work (ACW)

Average time an agent spends between the end of a call and submitting call disposition.

Avg Hold Time (AH)

Average time a caller spends on hold with an agent. Excludes waiting time in the Call Queue.

Service Level (SL)

Percentage of calls answered originating through the queue within 60 seconds. Other time windows are available

Dial Transfers (DT)

Percentage of calls that landed in the queue and were offered to an agent.

Abandoned Calls (AC)

Number of calls that abandoned the queue before being offered to an agent.

Adjusted Abandon Calls (AAC)

Adjusted number of calls that abandoned the queue.

Excludes calls abandoned in less than 10 seconds.

(Abandoned Calls) - (Number of calls abandoned in less than 10 seconds)

Abandon Rate (AR)

Percentage of calls offered that were abandoned.

(Abandoned Calls AC) / (Calls Offered CO).

Adjusted Abandon Rate (AAR)

 

Percentage of calls offered that were abandoned in under 10 seconds.

(Adjusted Abandoned Calls AAC) / (Adjusted Calls Offered ACO).

Avg Handle Time (AHT)

Average time an agent spent on a call.

Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW)

Avg Answer Speed (AAS)

Average time a call is in the queue before being dispatched to an agent.


Agent Statistics Definitions

StatisticDefinition

Calls Handled (CH)

The number of calls answered by the agent originating through a Call Queue.

Avg Talk Time (ATT)

Average number of minutes spent by agent talking per call on calls originating through a Call Queue.

Excludes hold time.

Avg After Call Work (ACW)

Average time an agent spends between the end of a call and submitting call disposition.

Avg Hold Time (AH)

Average time a caller spends on hold with an agent. Excludes waiting time in the Call Queue.

Avg Handle Time (AHT)

Average time an agent spent on a call.

Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW)

Logged in Hours (LI)

Total time an agent status is set to Online.

Talking Time(TT)

Number of minutes spent by agent on answered calls originating through a Call Queue

Available (AM)

Total time an agent is available for calls.

Includes time Logged In/Online status.

Excludes Break, Lunch, Meeting, Unavailable, Web, and Other statuses.

Unavailable (UM)

Total time an agent is not available for calls.

Includes time Logged Off/Offline Status, Break, Lunch, Meeting, Web, and Other statuses.

Excludes Available.

Lunch (L)

Total time an agent status is set to Lunch. 

Break (B)

Total time an agent status is set to Break. 

Meeting (M)

Total time an agent status is set to Meeting. 

The Web (W)

Total time an agent status is set to Web. 

Other (O)

Total time an agent status is not Available, Break, Lunch, Meeting, or Web.

Outbound Attempt (OATT)

Number of outbound call attempts by agent.

Excludes on-net calls and conference calls.

Outbound Answered (OANS)

Number of outbound calls by agent answered by remote party.

Includes calls answered by voicemail.

Excludes on-net calls and conference calls.

Outbound Minutes (OM)

Number of minutes spent by agent on outbound calls.

Excludes call center calls, on-net calls, and conference calls.

Outbound Average (OAvg)

Average length of time spent by agent on outbound calls.

Excludes call center calls, on-net calls, and conference calls.

Inbound Answered (IANS)

Number of inbound answered calls to an agent.

Includes call center calls.

Excludes on-net calls and conference calls.

Inbound Minutes (IM)

Number of minutes spent by an agent on inbound calls.

Includes call center calls.

Excludes on-net calls and conference calls.

Inbound Average (IAVG)

Average length of time spent by an agent on inbound calls.

Includes call center calls.

Excludes on-net calls and conference calls.

Missed Call (MC)Number of calls originating through a call queue offered to an agent but not answered. This includes multiple attempts if a call loops through all agents, but excludes unanswered simultaneous ring calls. (added in v36)


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