Key indicators (employee)

PCA_Agents_KPI

Description:

  • Service Level
    Availability refers only to incoming calls. Click on the parameter for additional analysis.
  • Number of calls
    Sum of all incomming calls (missed and accepted). Click on the parameter for additional analysis.
  • Missed calls
    Sum of all missed calls. Calls that were representatively accepted by another employees are not classified as missed. Click on the parameter for additional analysis.
  • Accepted calls (conversations)
    Sum of all accepted calls with a call duration>0 Click on the parameter for additional analysis.
  • Average call duration per call
    Sum of call duration / number of successful calls
  • Call duration
    Total call duration in minutes. Click on the parameter for additional analysis.
  • Average waiting time
    The average waiting time is the time range from the first indication of the incoming call in the telephone system til acceptance of the call by the employee. Outgoing calls are not considered. Click on the parameter to open the evaluation Response time.
  • Peak Hour
    Time (hour) of the day (24h) with the most calls (incoming/outgoing). The earliest time is displayed. For example, if there are the same number of calls at 9 am and 2 pm, 9 am is displayed. Click on the parameter to open the evaluation Number of Calls per Hour.

Evaluation of group calls: A call is always counted only for the employee, whom the call has reached the last. In parallel call scenarios the PBX decides on which line the call is finished last.

Filter:

  • Employee
  • Time period
  • internal/external or all calls

PCA_Graph_Menu_Open Settings / Filter:

  • incoming calls only
  • outgoing calls only
  • incoming/outgoing calls

Version 6.0