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.
F.T.R. (First time to respond)
This metric measures the average amount of time Briefcase cases are opened to when they are closed.
A.C.R. (Average Case Resolution)
This metric measures our overall quality with customers.
Q.A.
This measures the average amount of time it takes a representative to reply to a case after grabbing it.
R.T.R. (Representative time to respond)
This measures the amount of time you are on the phone/chat with a customer.
A.H.T. (Average handle time)
Schedule Adherence
This measures the average amount of time it takes to reply to ALL incoming emails (cases you own or not) in Briefcase.
E.R.T. (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.
F.C.R. (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
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.
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.
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.
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).
What stand alone metric is only measured at a department level?
A.W.T. (Average Wait Time)