Stand Alone Metrics
Resolution
Response
Targets
100
This metric measures our overall quality with customers.
Quality Assurance (QA)
100
This measures the amount of time on each chat or call with a customer, but is not currently a KPI we are pursuing.
Average Handle Time (AHT)
100
This metric is a business metric and is not measured at the team or representative level. It gives us insight into the customer experience and how long it takes for us to answer their first email.
First Time to Respond (FTR)
100
What percentage of availability is expected from each rep?
57%
200
This coming metric measures how closely representatives are following their schedule in WFM.
Schedule Adherence
200
This metric measures the average amount of time Briefcase cases are opened to when they are closed.
Average Case Resolution (ACR)
200
This measures the average amount of time it takes a representative to reply to a case after grabbing it.
Rep Time to Respond (RTR)
200
What is the expectation for RTR?
1 hour
300
This metric measures the amount of time representatives are working with customers or ready to work with customers and does not subtract other time.
Availability
300
This measures how often we are immediately resolving customer issues and also gives us insight into what might be possible to automate in the future.
First Contact Resolution (FCR)
300
This measures the average amount of time it takes to reply to ALL incoming emails (cases you own or not) in Briefcase.
Email Response Time (ERT)
300
The department goal for First Time to Respond (FTR)?
1.5 hours
400
This stand alone metric is the only one that is measured at the department level.
Average Wait Time (AWT)
400
How is average case resolution calculated?
Starts when the case is opened and ends when the case is closed. If the case is reopened and closed again, it will update to the new closed time.
400
How is representative time to respond calculated?
Starts when representative grabs an unassigned case, ends when case is replied to. It captures the duration in minutes.
400
What is the expectation for Average Case Resolution (ACR)?
80% of cases resolved within 19 hours
500
With the new KPI's, how will availability be calculated? Be as specific as possible.
Availability uses time clock data. It starts when a representative is clocked in and then measures how much of that clocked in time is spent working with customers or ready to work with customers. It does not subtract Other Time. This gives us a % that is free of manual input and therefore much less prone to inaccuracy.
For calls, Availability includes time in ready, time working with customers (including wrap time, hold time, etc in Five 9).
For chats, it includes time in ready and time working with customers.
500
How is A.H.T. calculated for chats and calls respectively?
Chats: Starts when Pepper takes the chat and ends when the last message is sent.
Calls: Starts when the representative picks up the call and ends after ACW time (whatever amount is taken).
500
How is email response time calculated?
It starts from time/date of incoming email, ends when representative replies to that email. Each email has a unique I.D. - only the FIRST response to that email I.D. is included in this measurement.
The duration average includes all responses from an individual representative across all emails.
500
What is the expectation for Email Response Time (ERT)?
70% of emails answered within 12 hours