Response
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.
FTR (First time to respond)
This metric measures the average amount of time Briefcase cases are opened to when they are closed.
ACR (Average Case Resolution)
This metric measures our overall quality with customers.
QA
What is the target for ERT (Email Response Time)?
70% [Option to try for bonus Category 100]
ERT Target is to respond to 70% of emails within what time frame?
12 hours
This measures the average amount of time it takes a representative to reply to a case after grabbing it.
RTR (Representative time to Respond)
This measures the amount of time you are on the phone/chat with a customer.
AHT (Average Handle Time)
This metric measures how closely representatives are following their schedule in WFM.
Schedule Adherence
What is the target for ACR (Average Case Resolution)?
80% [Option to try for bonus category 200]
ACR target is to resolve at least 80% of your cases within what time frame?
19 hours
This measures the average amount of time it takes to reply to ALL incoming emails (cases you own or not) in Briefcase.
ERT (Email Response Time)
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.
FCR (First Contact Resolution)
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
What is the target for AHT?
No target! [Option to try for bonus category 300]
Why was this decision made regarding AHT?
To provide WOW Customer Service. To give each customer ample time and attention. To not incentivize rushing customers through interactions.
How is representative time to respond calculated?
Starts when the representative grabs an unassigned case and ends when the case is replied to. It captures the duration in minutes.
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.
How is availability calculated?
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.
What is the target for RTR (Representative time to Respond)?
60 minutes (1 hour) [Option to try for bonus category 400]
When does the clock for RTR begin?
When a representative grabs a case.
How is Email Response Time calculated?
It starts from the time/date of an incoming email and ends when the 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.
How is AHT 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).
What stand-alone metric is only measured at a department level?
AWT (Average Wait Time)
What is the target for availability?
57% [Option to try for bonus category 500]
What is your availability percentage being calculated against?
The time you are clocked in.