Voice ACD Metrics

This page provides an overview of the Voice ACD metrics, including their names and descriptions. By clicking on the Learn More dropdown for each metric, you can access detailed information such as how the metric is calculated, applicable filters, supported channels, metric direction, and practical use cases.

% Held

The percentage Held metric calculates the percentage of handled voice contacts that were placed on hold.

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Calculation: This metric calculates the percentage of unique phone call contacts that involved a hold out of the total unique phone call contacts handled by agents.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.
Use case: Evaluating Hold Frequency in Phone Calls - A contact center uses this metric to evaluate how often agents place customers on hold during phone calls. By understanding the proportion of phone calls that involve holds, management can identify areas for improvement in call handling procedures and provide targeted training to reduce hold times, thereby enhancing customer satisfaction.

% Hold Time

The percentage Hold metric calculates the percentage of handle time that was spent in HOLD contact state.

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Calculation: This metric calculates the percentage of time agents place customers on hold during interactions, excluding consultative contacts.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.
Use case: Assessing Hold Time Efficiency - A contact center uses this metric to evaluate how often agents place customers on hold during interactions, excluding consultative contacts. By understanding the proportion of hold time relative to handle time, management can identify areas for improvement in call handling procedures and provide targeted training to reduce hold times, thereby enhancing customer satisfaction.

% Talk Time

The percentage Talk Time metric calculates the percentage of handle time that an agent has spent in Talk Time.

Avg Hold Count

The Average Hold Count metric is the average number of times contacts, which have been placed on hold at least once, are put on hold.

Avg Hold Time

The Average Hold Time metric calculates the average number of times contacts, which have been placed on hold at least once, are put on hold.

Avg Talk Time

The Average Talk Time metric calculates the average duration that agent contacts spend in active, hold, and conference states (collectively known as 'Talk Time'). This calculation is performed for agent contacts that have active time.

Callbacks

The Callbacks metric calculates the number of phone call contacts that requested a callback.

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Calculation: The total number of unique contacts that required a callback, calculated by counting distinct contact no. values where callback count is greater than 0.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.
Use case: Tracking Callback Requests- This metric helps supervisors monitor the number of unique customer interactions that needed a callback. It can be used to identify patterns in callback requests, assess the efficiency of initial contact resolutions, and ensure that follow-up actions are being handled promptly to maintain high customer satisfaction.

Callbacks - Failed

The Callbacks Failed metric calculates the number of phone call contacts that requested at least one callback and had zero active time.

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Calculation: The total number of unique contacts that required a callback but had no active handling time, calculated by counting distinct contact no. where callback count is greater than 0 and active seconds is equal to 0.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.
Use case: Identifying Unresolved Callbacks: This metric helps supervisors track the number of unique customer interactions that required a callback but were not actively handled. It can be used to identify gaps in follow-up processes, ensuring that all customer inquiries are addressed promptly and reducing the risk of unresolved issues.

Callbacks - Success

The Callbacks Success metric calculates the number of phone call contacts that requested at least one callback and had active time greater than zero.

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Calculation: The total number of unique contacts that required a callback and had active handling time, calculated by counting distinct contact no. where callback count is greater than 0 and active seconds is greater than 0.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Up, a higher metric value is best.
Use case: Ensuring Effective Follow-Ups- This metric helps supervisors track the number of unique customer interactions that required a callback and were actively handled. It can be used to ensure that follow-up actions are being effectively managed and that customer issues are being resolved in a timely manner, thereby improving customer satisfaction and service quality.

Consult Time

The Consult Time metric calculates the amount of time an agent spent consulting with other agents or experts.

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Calculation: The total number of seconds agents spend in consultation calls. This metric represents the cumulative time agents are engaged in consultation calls, which can include calls where agents seek advice or assistance from supervisors or other team members.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.
Use case: Monitoring Agent Consultation Time: In a contact center, tracking the total consultation call time is important to understand how much time agents spend seeking help or advice. For example, if an agent frequently needs to consult with a supervisor during calls, this metric can help identify areas where additional training or resources might be needed to improve the agent's confidence and ability to handle calls independently. Additionally, it can be used to monitor the effectiveness of support provided to agents and ensure that they are not spending excessive time in consultation calls, which could impact their availability for handling customer inquiries.

Held Contacts

The Held Contacts metric calculates the number of phone call contacts that were placed on hold.

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Calculation: The total number of unique phone call contacts that have been placed on hold at least once. This metric represents the count of distinct phone call interactions where agents had to put the customer on hold during the call.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.
Use case: Tracking Unique Phone Call Contacts Placed on Hold- In a contact center, tracking the number of unique phone call contacts that have been placed on hold is essential for understanding the frequency and reasons for putting customers on hold. For example, if the number of unique contacts placed on hold is high, it may indicate that agents frequently need to consult with supervisors, access information, or perform other tasks that require placing the customer on hold. This metric can help identify trends in hold usage, measure the impact of hold times on customer satisfaction, and ensure that agents have the necessary resources and training to minimize hold times. Additionally, it can be used to assess the effectiveness of initiatives aimed at reducing the need for holds and improving the overall customer experience.

Held Party Abandons

The Held Party Abandons metric calculates the number of contacts that were abandoned while on hold.

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Calculation: The total number of times a held party (customer) abandons the call while on hold. This metric represents the cumulative count of instances where customers hang up or disconnect while they are placed on hold by agents.
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Up, a higher metric value is best.
Use case: Monitoring Customer Abandonment During Hold- In a contact center, tracking the number of times customers abandon calls while on hold is crucial for understanding customer patience and satisfaction. For example, if the number of abandoned calls is high, it may indicate that customers are experiencing long hold times or are dissatisfied with being placed on hold. This metric can help identify trends in hold times, measure the impact of hold practices on customer satisfaction, and ensure that agents are minimizing hold times to improve the overall customer experience. Additionally, it can be used to assess the effectiveness of initiatives aimed at reducing hold times and preventing customer abandonment.

Hold Count

The Hold Count metric calculates the number of times contacts were placed on hold.

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Calculation: The total number of times customers are placed on hold during interactions, excluding consultation calls. This metric represents the cumulative count of hold instances during various types of interactions, helping to understand how often customers are put on hold.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.
Use case: Analyzing Hold Frequency in Non-Consultation Calls: In a contact center, tracking the number of times customers are placed on hold during non-consultation calls is crucial for understanding the impact of hold practices on customer experience. For example, if the hold count is high, it may indicate that agents frequently need to perform tasks that require placing the customer on hold, such as accessing information or consulting with colleagues. This metric can help identify trends in hold usage, measure the impact of hold times on customer satisfaction, and ensure that agents have the necessary resources and training to minimize hold times. Additionally, it can be used to assess the effectiveness of initiatives aimed at reducing hold times and improving the overall customer experience.

Hold Time

The Hold Time metric calculates the time a contact was on hold, during which the customer is waiting for an agent or other resources to continue addressing their concern.

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Calculation: The total number of times customers are placed on hold during interactions, excluding consultation calls. This metric represents the cumulative count of hold instances during various types of interactions, helping to understand how often customers are put on hold.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.
Use case: Analyzing Hold Frequency in Non-Consultation Calls- In a contact center, tracking the number of times customers are placed on hold during non-consultation calls is crucial for understanding the impact of hold practices on customer experience. For example, if the hold count is high, it may indicate that agents frequently need to perform tasks that require placing the customer on hold, such as accessing information or consulting with colleagues. This metric can help identify trends in hold usage, measure the impact of hold times on customer satisfaction, and ensure that agents have the necessary resources and training to minimize hold times. Additionally, it can be used to assess the effectiveness of initiatives aimed at reducing hold times and improving the overall customer experience.

Max Hold Time

The maximum Hold Time metric is the maximum time spent in the hold contact state.

Refused Time

The Refused Time metric is the time an agent spent in a Refused state.

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Calculation: This metric represents the total amount of time agents spent refusing calls within a specified period. It indicates the cumulative duration agents were unavailable to take calls due to refusals.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Up, a higher metric value is best.
Use case: Addressing Agent Availability and Call Refusals- In a contact center for a retail company, the Total Refused Time metric helps monitor how long agents spend refusing calls. A high total refused time may show that agents are often unavailable, possibly due to high workload or other issues. The contact center can look into causes like high call volumes, insufficient staffing, or technical problems. By fixing these, the center can reduce the time agents spend refusing calls, ensuring more customers get timely support. This metric also helps set benchmarks and goals to manage agent availability, boosting overall performance and customer satisfaction.