Assignment Metrics

  1. This report includes key performance indicators (KPIs) and measurements used to assess the allocation and distribution of call assignments.
  2. This is included in reports to provide insights into how well assignments are routed and executed.

Below are the items available in this report:

  • Total conversations - The total number of conversations that have taken place between the agents and the customers across various channels.
  • Call conversations - The total number of call conversations that have taken place between the agents and the customers.
  • Total routed conversations - The total number of call conversations that have been routed.
  • Abandoned conversations - The total number of routed conversations that were abandoned.
  • Conversations Assignment Details - This table provides information about the assignment of customer conversations like the number of assignment attempts, time to accept conversations, etc.
  • Agent Assignment Attempts - This table gives drilled down information about the assignment of customer conversations to the agents - the number of times the system has tried to assign a specific conversation to the agent(s), agents list, agent(s) notification duration, time taken by the agent to accept conversation, etc 
  • Agent Activity - This table gives data about the actions of the agents for the assigned conversations.

With these metrics, a supervisor gets complete insights on the assignment of the conversations - the agents to whom the conversation was assigned, how long the customer waited for the agent to accept the conversation, which agent(s) did not accept the request, etc. This helps identify areas of improvement for overall customer experience and agent culture.

Was this article helpful?
0 out of 0 found this helpful
Didn’t find what you are looking for? Create new ticket