Stand Alone Metrics
This metric measures our overall quality with customers.
Quality Assurance (QA)
If a case is closed for this period of time, it cannot be reopened
14 days
This KPI is measured at the department 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)
What percentage of availability is expected from each rep?
57%
Team QA goal
Team average of 95%
This coming metric measures how closely representatives are following their schedule in WFM.
Schedule Adherence
This metric measures the average amount of time Briefcase cases are opened to when they are closed.
Average Case Resolution (ACR)
This measures the average amount of time it takes a representative to reply to a case after grabbing it.
Rep Time to Respond (RTR)
What is the department expectation for RTR?
1 hour
Team Availability Goal
63%
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
When you reassign a case to the original rep, this KPI is impacted for only the original rep
Average Case Resolution (ACR)
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)
The department target for First Time to Respond (FTR)
1.5 hours
Team RTR goal
15 minute average response time
This stand alone metric is the only one that is measured at the department level.
Average Wait Time (AWT)
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 representative time to respond calculated?
Starts when representative grabs an unassigned case, ends when case is replied to. It captures the duration in minutes.
What is the expectation for Average Case Resolution (ACR)?
80% of cases resolved within 19 hours
What resources will we use to stay on top of Wiki updates?
Wiki Wednesday Updates, Inside Scoops, Wiki Kahoots
With the new KPI's, how will availability be calculated? Be as specific as possible (include for chats and calls)
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.
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
If you grab a case and realize it needs to be merged with one that was closed yesterday, your email reply helping the customer in the moment will count toward this KPI for your personal stats
Email Response Time (ERT)
What can you do personally to support the department First Time to Respond (FTR) goal?
Grab cases throughout the day when you have time
What is the expectation for Email Response Time (ERT)?
70% of emails answered within 12 hours
Deadline to let Heather know if you want to be a goal owner for the first quarter team goals
February 17th