UMP Key Performance Indicators
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1 UMP Key Performance Indicators Editor:Justin Jin Author:Justin Jin,Tee Meng You Date: Version:Version001 Preface This document as UMP Key Performance Indicators (KPI) and different packages containing different indicators, and will explain the role of indicators and conditions for each parameter. KPI will be divided into two packages, Basic and advanced packages. As to the CRM s KPI for customized and extra development, most of it will be done with CRM which is not popular in the market.
2 KPI packages include the indicator list, there are 2 packages included in the list, which are basic and advanced package. The list will show the KPI belong to which packages and the data sources as well. KPI Nname Basic Advance CTI VCLog WFM CPCe CRM Agent Average Talk Time Agent QM Agent Appeal Re-score Appeal Success Agent Average Score Average AHT Agent ACW Agent ACW and Call Duration Ratio Agent hold Time rate Customer Abandon rate Service Level Agent Average Call Volume Average hold time Average ACW Time Average ring time QA Completed Task rate QA Complaint
3 QA QM volume Forecast Labor Cost Manage Time Ratio Rest Time ratio Customer Service Time Ratio Training Time Ratio Attrition Workload Forecast Deviation AHT Forecast Deviation Agent Idle Time rate Agent Idle Time (Not Included AUX time) Agent Work First Call Resolution Staff Utilization rate Schedule Adherence Self-service ratio Remarks: CTI generally support Genesis and Avaya, development required for other CTI
4 Specific KPI has specify explanation, including descriptions, data sources, formulas, version, etc. 1. Agent Average Talk Time Description: Calculate agent s average talk time (ATT), can calculate based on day/week/month/quarterly/year/skill group/department. Data Sources:VCLog Formula:Agent Total Talk Time/Agent Total Calls Remarks:Formula parameter is from VCLog 2.Agent QM Description:Calculate ratio for number of agents being scored over the agent total call. Can be calculate based on day/week/month/quarterly/year. Formula:Total number of agent evaluated/agent total call * 100% Remarks:Formula parameters is from CPCe 3.Agent Appeal Description:Calculate ratio of number of agent appeal over agent been evaluated, can based on day/week/month/quarterly/year Formula:Total number of Agent Appeal/Agent evaluated * 100% Remarks:Formula parameters is from CPCe 4.Re-score Ratio(In terms of Single Agent) Description:Calculate ratio for re-score amount over the evaluated QA, can be based on day/week/month/quarterly/year. Formula:Total number of agent re-score/ number of evaluated QA * 100% Remarks:Whole parameters for formula are derived from CPCe 5.Appeal Success (In terms of single agent) Description:Calculate ratio for number of re-score during agent evaluation over number of agent appeal, based on day/week/month/quarterly/year, agent/department/skill group. Formula:Total number of agent s re-score/total number of agent appeal * 100% Remarks:Formula parameters is from CPCe
5 6.Agent Average Score Description : Statistic on agent average score, based on day/week/month/quarterly/year. Agent/department/skill group Formula:Agent total score/agent evaluated recording number Remarks:Formula parameters is fromcpce 7.AHT Description : Statistic on AHT for agent, small group or entire call center, based on day/week/month/quarterly/year. Agent/department/skill group Data Sources:VCLog,CTI Formula:( Total call duration+acw Total time)/ Total number of calls Remarks:Total call duration and recording number from VCLog, ACW total time from CTI 8. Agent ACW Efficiency Description : Statistic on agent ACW over total working hour, based on day/week/month/quarterly/year. Agent/department/skill group Data Sources:VCLog,CTI Formula:ACW Time/(ACW Time+ Call duration) *100%(ACW Time+ Call Duration=AHT) Remarks:ACW time from CTI,call duration from VCLog 9. Agent ACW and Call Duration Ratio Description:Statistic on agent ACW and call duration ratio. Data Sources:VCLog,CTI Formula:ACW time/call duration*100% Remarks:ACW time from CTI,call duration from VCLog 10. Agent Hold Time Description:Statistic on agent hold time over call duration Data Sources:VCLog,CTI Formula:Hold Time/Call Duration*100% Remarks:hold time data from CTI,call duration from VCLog
6 11. Customer Abandon Description:Statistic on call center that customer auto abandon the call during ringing over the total amount of call. Data Sources:ACD,VCLog Formula:Total number of call abandon during ringing/(total recording + total abandon amount) *100% Remarks:Abandon rate data from ACD,total number of recording from VCLog 12.Service Level Description:Statistic on contact center service level Data Sources:ACD Formula:ACD data Remarks:Most data from ACD 13. Agent Average Call Volume Description : Statistic on Call center agent s average call volume, based on day/week/month/quarterly/year. Agent/department/skill group Data Sources:VCLog Formula:Agent Total Calls/Statistic Time Unit Remarks:Most data from VCLog(Also from the CTI) 14. Average Hold Time Description : Statistic on agent s average hold time on each call, based on day/week/month/quarterly/year. Agent/department/skill group Data Sources:CTI Formula:Total Hold time/total number of call Remarks:Most Data from CTI 15.Average ACW Time Description:Statistic average time of ACW for agents, based on day/week/month/quarter, agent/department/skill group Data Sources:CTI Formula:ACWT Total Duration/Total number of calls
7 Remarks:Most data from CTI 16. Average Ring Time Description : Statistic agent average ring time can be display base on daily/weekly/monthly/quarterly/yearly,agent ID/department/skillset group Data Sources:CTI Formula:Total duration of response call answered/total number of call answer Remarks:All data from CTI 17. Quality Assurance Task Completion Description : Statistic of QA to complete the task situation can be display base on daily/weekly/monthly/quarterly/yearly Formula:Total number of task completed by QA/Total number of task accepted by QA*100% Remarks:All data from CPCe 18. Quality Assurance complaint Description : Statistic of QA complaint situation can be display base on daily/weekly/monthly/quarterly/yearly Formula:Total number of complaint QA/Total quality of QA*100% Remarks:All data from CPCe 19. Quality Assurance QM Volume Description : Statistic of QA QM volume can be display base on daily/weekly/monthly/quarterly/monthly Formula:Volume of QA quality monitor Remarks:All data from CPCe 20. Forecast Labor cost Description:Forecast the cost of contact center staff
8 Formula:Predict agent working hours*hourly wage Remarks:Formula parameter from WFM 21. Manage Time Ratio Description:Statistical on agent management time spent of the total working hour in proportion can be display base on daily/weekly/monthly/quarterly/yearly Formula:Total management spent time/total working hour*100% Remarks:All Data from WFM 22. Rest Time Ratio Description:Statistical on agent rest time spent of the total working hour in proportion can be display base on daily/weekly/monthly/quarterly/yearly Formula:Total rest time/total working hour*100% Remarks:All Data from WFM 23. Customer Service Time Ratio Description:Statistical on agent call answers time spent of working hour in proportion can be display base on daily/weekly/monthly/quarterly/yearly Formula:Total time of call answer/total working hour*100% Remarks:All data from WFM 24. Training Time Ratio Description:Statistical on agent training time spent of working hour in proportion can be display base on daily/weekly/monthly/quarterly/yearly Formula:Total training time spent/total working hour*100% Remarks:All data from WFM
9 25. Attrition rate Description:Statistic actual contact center staff leaves of total number of employee s ratio Formula:Actual employee leaves/total employee*100% Remarks:Formula parameter from WFM 26. Workload Forecast Deviation Description:Statistics group or contact center agent or actual workload and the workload of the deviation rate forecast (This deviation will be better for future work shift or arrangement to do a better prediction. This work is in the agents working time),cti Formula:( Actual workload-predict workload)/predict workload*100% Remarks:Actual workload from CTI,Predict workload from WFM 27. AHT Forecast Deviation Description:Statistics group or contact center agents or actual AHT value and the predicted ATH deviation rate (This KPI also calculate abandon call),vclog Formula:( Actual AHT-Predicted AHT)/Predicted AHT*100% Remarks:Actual AHT from VCLog,predict AHT from WFM Version:advance 28. Agent Idle Time Description:Statistic agent idle time of total working time in the proportion Data Sources:CTI, WFM Formula:Idle time/working hour*100% Remarks:Idle time from CTI,Working hour from WFM 29. Agent Idle Time (Not include AUX time) Description:Statistic agent idle time of total working time in the proportion(not include AUX time) Data Sources:CTI, WFM Formula:Idle time/(total working time-total AUX time)*100% Remarks:Idle time from CTI,Working hour from WFM,AUX from CTI
10 30. Agent Work Description:Statistic agent call time,acw time,idle time of the total budget time in the proportion (AUX time is more difficult to estimate,agents are not answer the call in AUX time. it may affect the services level of call centers and other key indicator and will calculate the statistic of KPI. Of course, this is also calculating the abandon call.) Data Sources:CTI,VCLog,WFM Formula:( agent call time+acw time+idle time)/schedule working hour*100% Remarks:agent call time from VCLog,ACW and idle time from CTI,schedule working hour from WFM 31. First Call Resolution Description:Statistic of first call resolution rates of total call volume proportion. Data Sources:CTI,vclog Formula:Total number of one-time resolution call/total number of call*100% Remarks:total number call of One-time resolution from CTI,total number of call from Vclog 32. Staff utilization Description:Actual working staff of total staff call center in the proportion Data Sources: WFM Formula:Actual working staff/total number of staff call center*100%(if two shift or three shift will divide by total number of staff? (Use 1 shift to calculate. For abandon call also calculated.) Remarks:actual working agent from CTI,total number agent of call center from WFM 33. Schedule Adherence Description:statistical agent scheduled time status Data Sources: WFM Formula: number of agent does not work according to the shift /total number of agent working*100% Remarks:Actual working time from CTI and scheduled working time from WFM comparison, total number of agent working from WFM 34. Self-Service Ratio Description:Comparison between numbers of self-service and number of manually resolve Data Sources: CTI
11 Formula: (Total amount of incoming call-amount of IVR)/incoming call amount*100% Remarks:Formula of data from CTI
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