Filosofia practica

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KPI DASHBOARD
The Inbound Telephony Management dashboard allows call center managers to get an overview of inbound telephony operations for different centers, classifications and dialed numbers. Familiar KPIs provide a snapshot of performance and the associated graphs provide detail on the trends for the selected time period.

This dashboard uses the following parameters

• Date
• PeriodType: The period type parameter is the time period for which data is
aggregated. Options are Week, Month, Quarter and Year.
• Compare To: This parameter is used for calculating change.
• Call Center: This represents the call center for which the inbound telephony
metrics are being measured and by which you can view. You can view metrics for a particular call center or for all call centers.
•Classification: Classifications specify how calls are identified and which business
application should be used for the screen LOV, which contains the caller data. You can view metrics for a particular classification or for all classifications.
• Dialed Number: This represents the number that the customer dialed to contact the call center. You can view metrics for a particular dialed number orfor all dialed numbers.
KPI Headings and Calculations

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Inbound Service Level: This KPI comes from the Inbound Telephony Activity
report. It is the percentages of calls offered that are handled within a redefined wait time goal. The wait time goal is defined using the BIX: Call Service Level Goal in Seconds profile option. It is calculated as: Total incoming calls handled withinCustomer Wait Time Goal /Total calls offered * 100
• Average Speed to Answer (Seconds): This KPI comes from the Inbound Telephony Activity report. It is the average amount of time inbound calls spend in the queue before being picked up by the agent. It is calculated as: Total Queue Time of Handled Calls / Total Handled Calls
• Abandon Rate: This KPI comes from the Inbound Telephony Activity report. Itis the percentage of calls offered where customer hangs up before speaking with an agent. It is calculated as: Total Number of calls hung up before answered by agent / Total number of calls offered * 100
• Transfer Rate: This KPI comes from the Inbound Telephony Activity report. It is the percentage of calls handled where an agent receives the call and then transfers it to a different agent orconferences in other agents. Only the first time the call is transferred, it is taken for calculation. It is calculated as: Total Number of calls transferred by agent / Total number of calls handled * 100
• Inbound Calls Handled: This KPI is from the Inbound Telephony Activity report. It is the number of incoming calls of media item type is inbound or direct.
• Agent Dialed Calls: This KPI is fromthe Inbound Telephony Activity by Agent report. It is the total number of manually dialed calls by all agents.
• Web Callbacks Handled: This KPI comes from the Inbound Telephony Activity by Agent report. It is the total calls handled where media item type ’Web Callback’.
• Availability Rate: This KPI comes from the Inbound Telephony Activity by Agent report. It is the percentage of time agentsare logged in and ready for calls. It is calculated as: (Waiting for Calls Time + Talk Time + Wrap Time)/Login Time * 100 OR Login Time – Idle Time / Login Time * 100
• Utilization Rate: This KPI comes from the Inbound Telephony Activity by Agent report. It is the percentage of time agents handle customer calls versus the time logged in. (Talk Time + Wrap Time) / Login Time * 100 OR (Login Time -Idle Time - Waiting for Calls Time) / Login Time * 100
• Average Talk Time per Call (Seconds): This KPI is from the Inbound Telephony Activity report. It is the average amount of time an agent spends talking to a customer. This includes calls with inbound, direct, manual, web callback, and unsolicited call types. It is calculated as: Total Talk Time for all handled calls/ Number of Calls...
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