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target minimum 95 for prepaid and 97.5 postpaid
Answer level = total calls answered/calls offered
Abandoned percentage - it is the percentage of total callls remained unanswered out of all the calls offered.
target maximum 5 for prepaid and 2.5 for postpaid
Net abandoned: Total abandoned - abnd<5sec
Average talk time (ATT)
ATT= total talk time/total calls taken by agent
ACW - it stands for after call work. Usually agent gets 3 secs after every call to capture the call summery in system.
AHT average handle time - this is an average time taken by an agent to wind up the call.
AHT = total talk time+total hold time+total acw/total calls taken by agent
Telephone occupancy - this is matrix which helps to measure the productivity of and of an agent or process.
Telephone occupancy = total calls taken*AHT/staff time-aux time
Call projection/call forecast
The estimation which client gives regarding the call flow to its service provider bpo call centre that how many call it be will be receiving. This estimation is given well in advance so that proper roistering is done to ensure that SL and AL target are met.
Offered calls - total number of calls landed on IVR after selecting customer care option on IVR
Answered calls - total number of calls landed on Avaya or answered by agents
Abandoned calls - the call which is disconnected by customer after landing on IVR and before landing on ACD
ASA average speed of answer - average time taken by customer to get connected with customer care executive.
Service level SL - this is an efficiency matrix which indicates how quickly we respond to the customers
SL = calls answered within threshold time/call offered - abnd<5 sec
target minimum 80 for prepaid and 85 for postpaid
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