Difference between revisions of ":Internal Only/Avaya/Metrics"
(Created page with "=Avaya Metrics= {| class="wikitable" |- | style="color: black; font-weight: 400; text-decoration: none;"|Absenteeism | style="color: black; font-weight: 400; text-decoration:...") |
(→Avaya Metrics) |
||
| Line 2: | Line 2: | ||
{| class="wikitable" | {| class="wikitable" | ||
| + | !|Business Standard Name | ||
| + | !|Definition | ||
| + | !|Actuals Numerator | ||
| + | !|Actuals Denominator | ||
| + | !|ID | ||
|- | |- | ||
| style="color: black; font-weight: 400; text-decoration: none;"|Absenteeism | | style="color: black; font-weight: 400; text-decoration: none;"|Absenteeism | ||
Latest revision as of 19:31, 10 June 2019
Avaya Metrics
| Business Standard Name | Definition | Actuals Numerator | Actuals Denominator | ID |
|---|---|---|---|---|
| Absenteeism | The percent of net scheduled hours that were missed due to absence. Types of absences counted are unpaid unexpected, unpaid approved, and paid approved. | Absence Hours | Net Scheduled Hours [ID 335] | 1015 |
| Adherence % Change | Adherence % Change | Schedule Adherence Original | Schedule Adherence Revised | |
| Agent Productivity | Agent Productivity identifies the percent of Agent paid hours spent directly supporting customers without taking into consideration the new hire training hours. It focuses on the time spent in the following activities: manning the phone and standard other productive work (TKS activity codes 51 - 85). | Manned Time by Agent + Other Productive Time | Agent Worked Time w/o Training [ID 537] | 1385 |
| Agent Productivity w/CE | Agent Productivity identifies the percent of Agent paid hours spent directly supporting customers without taking into consideration the new hire training hours. It focuses on the time spent in the following activities: manning the phone, continuing education and standard off-line productive work (TKS activity codes 38 - 85). | Manned Time by Agent [ID 359] + Other Productive Time [ID 539] + Continuing Education Time [ID 553] | Agent Worked Time w/o Training [ID 537] | 511 |
| Agent Worked Time Hrs | Total agent worked time in activities 1-97. | TKS Agent Worked Time Codes (01-97) | NA | 531 |
| Agent Worked Time w/o Training Hrs | Total agent worked time in activities 1-97 without 36 & 37, in seconds, expressed in hours. | sum(SECONDS) | 3600 | 537 |
| AHT in Min | Average Handle Time displayed in minutes. | |||
| Aux BillableTraining Min | Time spent in AUX for Billable or Continuing Education Training | |||
| Aux Break Min | Time spent in AUX for scheduled breaks | |||
| Aux ClientSystemIssues Min | Time spent in AUX for downtime due to issues with client systems | |||
| Aux Coaching Min | Time spent in AUX for One-on-One coaching sessions | |||
| Aux Default Min | Time spent in default AUX reason (no other reason selected) including time on extension calls with no reason selected. | |||
| Aux Emergency Min | Time spent in AUX for downtime due to building emergency | |||
| Aux EServices Min | Time spent in AUX for Chat and/or Email work | |||
| Aux Extra1 Min | Placeholder AUX reason | |||
| Aux Extra2 Min | Placeholder AUX reason | |||
| Aux Lunch Min | Time spent in AUX for scheduled lunch | |||
| Aux Meeting Min | Time spent in AUX for meetings i.e. team huddles, meeting with Team Leader, Focus Groups | |||
| Aux Miscellaneous Min | Time spent in AUX for miscellaneous reasons | |||
| Aux OtherProductiveTime Min | Time spent in AUX for non-ACD productive time i.e customer orders, customer follow-up/research | |||
| Aux Outbound Min | Time spent in AUX on outbound calls | |||
| Aux Personal Min | Time spent in AUX for personal reasons i.e. bathroom breaks | |||
| Aux PreShiftPrep Min | Time spent in AUX for pre-shift system preparation | |||
| Aux Project Min | Time spent in AUX for special projects or clerical work | |||
| Aux SystemIssues Min | Time spent in AUX for downtime due to issues with CVG systems | |||
| Aux TeamLead Min | Time spent in AUX for Team Leader time i.e. TL Interns, agents performing TL tasks | |||
| Aux Time % | TJS Aux / Not Ready activity as percent of total agent worked time excluding training | Aux Hours | Agent Worked Time w/o Training [ID 537] | 1410 |
| Aux Time Hrs | TKS activity range name "Aux/Not Ready' activity code 30, expressed in hours | Sum of Aux hours /3600 | NA | 1400 |
| Aux Total Min | Total Switch Aux minutes | Sum of Aux minutes | NA | |
| Aux Training Min | Time spent in AUX for training | |||
| Available Time Hrs | Total available time found on switch, expressed in hours | Sum of Avaialble time in hours | NA | 1299 |
| Avg Extn In Sec | Extn-In Time | Extn-In Calls | ||
| Avg Extn Out Sec | Extn-Out Time | Extn-Out Calls | ||
| Avg Handle Time w/o Aux | It measures average inbound call handle seconds including talk, hold, and wrap. | Handle Time by Agent w/o AUX [ID 1740] | Inbound Calls Handled by Agent & Skill [ID 307] | 1742 |
| Avg Hold Time | The amount of time an agent puts customer's on hold. Note: For Avaya switch this is from the agent's perspective. Does not include time the agent has a customer on hold and dials out or has an incoming call. |
Hold Time by Agent [ID 395] | Inbound Calls Handled by Agent & Skill [ID 307] | 314 |
| Avg Talk Time | The average amount of time an agent spends actually talking to a customer. Does not include Hold Time. | Talk Time by Agent ID [1802] | Inbound Calls Handled by Agent & Skill [ID 307] | 1801 |
| Avg Wrap Time | After call work is the amount of time an agent spends on "more time" or "not ready" while completing an order for a customer. | Wrap Time by Agent - (ACW) Interval | Inbound Calls Handled by Agent & Skill | 1804 |
| Billable Time Hrs (PBU) | Number of hours of activity that were billable for the day. This number is derived using a formula based on the Primary Billing Unit (PBU), a program attribute, as described below. The number is stored in seconds. It can be converted to hours or minutes for reports. If PBU = Talk Minute or Per Call, (Occupied Time by Agent) If PBU = Worked Hour or FTE, (Agent Worked Time w/o Training) If PBU = Transaction, Flat Fee, or Production Hour, (Manned Time by Agent + TKS Other Productive Time) |
If PBU = Talk Minute or Per Call, (Occupied Time by Agent) If PBU = Worked Hour or FTE, (Agent Worked Time w/o Training) |
536 | |
| Billable Time Hrs (TK) | Total Timekeeping Hours for all activity and sub-activity codes with a billable flag. | Sum of Timekeeping Hours with a billable flag | NA | 1907 |
| Billing Yield % (PBU) | Percent of Agent Worked time excluding training that is billable. This measures Agent Produvtivity during Client Billable Time and assesses how effectively Agent time is being billed to the client using the derived billable time calculation based on PBU assignment. | Billable time (PBU) | Agent Worked Time w/o Training [ID 537] | 510 |
| Break Time % | TKS Breaks activity as a percent of total agent worked time excluding training. | Break Hours [ID 1399] | Agent Worked Time w/o Training [ID 537] | 1409 |
| Break Time Hrs | TKS activity range name "Breaks" (activity codes 26-29), expressed in hours. | sum(SECONDS) | 3600 | 1399 |
| Calls Handled | The number of calls answered measured by skill and agent. | Inbound Calls Handled by Agent & Skill [ID 307] | 1 | 307 |
| Calls Handled Per Agent | Measures the inbound calls handled by operation agents. | Inbound Calls Handled by Agent & Skill [ID 307] | Daily sum [Total Operations Agents [ID 1068] | |
| Calls Per Hour | It measures the average calls based on the time spent manning the phone. | Inbound Calls Handled by Agent & Skill [ID 307] | Manned Time by Agent & Skill [ID 359] | 1019 |
| Calls Transferred | Total number of calls that were transferred by agent | Avaya: sum (Transferred), Nortel: sum (calls Xrefrd), Symposium (Calls Transferred), Cisco (Transferred_Out Calls) | NA | 1356 |
| Clerical Time % | Timekeeping clerical support activity as a percent of Agent Worked Time excluding training. | Sum of Clerical Support seconds | Agent Worked Time w/o Training [ID 537] | 1416 |
| Clerical Time Hrs | Timekeeping activity range name 'Clerical Support' (activity codes 91-97), expressed in hours | Sum of Clerical Support seconds/3600 | NA | 1405 |
| Coaching Time % | Timekeeping Coaching activity as a percent of total agent worked time excluding training. | Sum of Coaching Seconds | Agent Worked Time w/o Training [ID 537] | 1407 |
| Coaching Time Hrs | Timekeeping activity range name "Coaching / Feedback" (activity codes 16-20), exoressed in hours | Sum of Coaching Seconds/3600 | NA | 1397 |
| Conference | Count of conference calls. | 1784 | ||
| Continuing Education Time % | Timekeeping Continuing Education activity as a percent of total agent worked time excluding training | Sum of Continuing Education seconds | Agent Worked Time w/o Training [ID 537] | 1413 |
| Continuing Education Time Hrs | Timekeeping activity range name "Continuing Education Training" (activity codes 38-50), expressed in hours | Sum of Continuing Education seconds/3600 | NA | 1403 |
| Extn-In Calls | Extn-In Calls | |||
| Extn-In Time | Extn-In Time | |||
| Extn-Out Calls | Extn-Out Calls | |||
| Extn-Out Time | Extn-Out Time | |||
| Focus Group Time % | Focus Group activity as a percent of total agent worked time excluding training. | Sum of Focus Groups Seconds | Agent Worked Time w/o Training [ID 537] | 1408 |
| Focus Group Time Hrs | Timekeeping activity range name "Focus Groups" (activity codes 21-25), expressed in hours | Sum of Focus Groups Seconds/3600 | NA | 1398 |
| Handle Time Hrs | Total call handle seconds, including talk, hold, and wrap. | Avaya: sum(I_ACD_TIME + I_ACD_OTHER_TIME + I_ACW_TIME + I_DA_ACD_TIME + I_DA_ACW_TIME + I_ACD_AUX_IN_TIME + I_ACD_AUX_OUT_TIME) Nortel: sum(TALK_TIME + HOLD_TIME + NOT_READY_TIME) Symposium: TALK_TIME + NOT_READY_TIME Cisco: sum(HANDLED_CALLS_TIME)/n/a |
NA | 545 |
| Hold Calls | Count of calls put on hold by Agent. | |||
| Hold Time Hrs | Hold time by agent from the switch this is from the customers percepetive | Sum of Hold Time seconds / 3600 | NA | 395 |
| IGH % | Percent of scheduled time that was tracked as Involuntary Go Home Hours. | Involuntary Go Home Hours [# 2144] | Net Scheduled Hours [ID 335] | 2143 |
| IGH Hrs | Number of hours tracked in IEX as Involuntary Go Home Hours. IEX exception code 52, 417, 418, 419. | Sum of hours with IEX exception code 52, 417, 418, 419. | 1 | 2144 |
| In Office Shrinkage | Percent of time Agents spend in a state unavailable to handle inbound contacts compared to their schedule. | Continuing Education Hours [ID 553] + Other Productive Hours [ID 1395] + Lost Hours [ID 1241] + Coaching [ID 1397] + Focus Groups [ID 1398] + Breaks [ID 1399] + Aux [ID 1400] + Meetings [ID 1401] + Ops Support [ID 1404] + Clerical [ID 1405] + Seat System |
Net Scheduled Hours [ID 335] | 1783 |
| Lost Hrs | Lost Hours represents the gap between TKS phone time activity hours and actual switch manned time hours. | Phone Time [ID 540] - Manned Time by Agent [ID 359] | 3600 | 1241 |
| Lost Hrs % | Lost Hours % represents the gap between TKS Phone Time activity hours and actual switch manned time hours as a percent of total agent worked time w/o training. | Lost Hours [ID1241] | Agent Worked Time w/o Training [ID 537] | 1387 |
| Manned Time % | Manned Time from the Phone as a percentage of total agent worked time excluding training | Manned Time by Agent [ID 246] | Agent Worked Time w/o Training [ID 537] | 1388 |
| Manned Time Average | Average Manned Time by Agent. | |||
| Manned Time Avg No Sch Hrs | Average Manned Time by Agent excluding Scheduled Hours. | |||
| Manned Time Hrs | Total time agents spent '"manning"' the phones, expressed in hours. All phone states are considered manned except for "away"-type states (specifically Avaya's AUX and Cisco's NRT). | Manned Time by Agent [ID 246] | 3600 | 359 |
| Meeting Time % | TKS Meetings activity as a percent of total agent worked time excluding training. | Meeting Hours [ID 1401] | Agent Worked Time w/o Training [ID 537] | 1411 |
| Meeting Time Hrs | TKS activity range name "Meetings" (activity codes 31-34), expressed in hours. | sum(SECONDS) | 3600 | 1401 |
| Net Scheduled Hrs | Net Scheduled Hours | 335 | ||
| New Hire Training Time % | TKS New Hire Training activity as a percent of total agent worked time excluding training. | New Hire Training Time Hrs | Agent Worked Time w/o Training [ID 537] | |
| New Hire Training Time Hrs | TKS activity code New Hire Training [#1351], expressed in hours. | New Hire Training [ID 1351] | 3600 | 1352 |
| OB Calls | Calls placed from the agent's extension including adjunct-dialed calls and off-switch calls (metric is not available for Cisco and Symposium switches) | Avaya (ACW_OUT_CALLS + AUX_OUT_CALLS) | NA | 1747 |
| OB Handle Time Sec | The amount of time an agent spends making outbound calls. | Avaya: sum(I_AUX_OUT_TIME +I_ACW_OUT_TIME) Symposium: (DN_OUT_EXT_CALLS_TALK) |
NA | 1746 |
| Occupancy | Occupancy represents the amount of time an agent is talking on a call or occupied related to that call compared to the amount of time logged into the system. | Occupied Time by Agent [ID 548] | Manned Time by Agent [ID 359] | 518 |
| Occupied Hrs | Total hours agent spends manning the phones (i.e. time spent talking to the customers. Includes customer on hold or wrap up th call time) | Occupied Time by Agent seconds/3600 | NA | 1244 |
| Ops Support Time % | TKS Operations Support activity as a percent of total agent worked time excluding training. | Operations Support Hours [ID 1404] | Agent Worked Time w/o Training [ID 537] | 1415 |
| Ops Support Time Hrs | TKS activity range name "Operations Support" (activity codes 86-90), expressed in hours. | sum(SECONDS) | 3600 | 1404 |
| Other Productive Time % | TKS Other Productive Time as a percent of total agent worked time excluding training | Other Productive Hours [ID 1395] | Agent Worked Time w/o Training [ID 537] | 1414 |
| Other Productive Time Hrs | TKS activity range name "Other Productive Time" (activitiy codes 51-85), expressed in hours. | (Other Productive Time [#539] | 3600 | 1395 |
| Overtime % | Percent of total schedule time that was tracked as Overtime/Extra Hours | Overtime [ID 225] | Net Scheduled Hours [ID 335] | 345 |
| Overtime Hrs | Number of hours tracked in IEX as Overtime or Extra Hours | Overtime [ID 225] | 60 | 344 |
| Paid Approved Absenteeism | Percentage of Paid Approved Time Off against Net Scheduled hours.. The IEX exception codes included are Holiday, PTO, Vacation Carryover, IGH - PTO, and VGH - PTO. | IEX Approved Time Off (Hrs) | Net Scheduled Hours [ID 335] | 348 |
| Paid Approved Time Off Hrs | IEX Approved Time Off (Hrs) | |||
| Perfect Attendance | Agents who at some point during the month have reached 30 days of perfect attendance and received a half-allowance earnback. | |||
| Phone Time % | TKS Phone Time activity as a percent of total agent worked time excluding training. | Phone Time [ID 540] | Agent Worked Time w/o Training [ID 537] | 1934 |
| Phone Time Hrs | TKS Phone Time activity (codes 1-15), in seconds. | sum(SECONDS) | NA | 540 |
| Phone Time Variance | It measures the variance between TKS on-line time (TKS Phone Time activity codes 01-15) and time Agents spent manning the phones. | Phone Time [ID 540] - Manned Time by Agent [ID 359] | Phone Time [ID 540] | 512 |
| PRT Time % | TKS Program Ready Trainer activity as a percent of total agent worked time excluding training. | PRT Time Hrs | Agent Worked Time w/o Training [ID 537] | |
| PRT Time Hrs | Timekeeping activity range name "Program Ready Trainer' (activity code 90) | Sum(seconds) for activity code 90 | NA | 8641 |
| QA Evaluation Count | Count of complete quality evaluations | EVAL_Count | NA | 1490 |
| QA Weighted Overall Pts | Evaluation score provided by NICE/VERINT divided by the maximum possible score for the guideline (observation form), Note, each score is equalized to a scale of 100 to have equal value for roll-up purposes. | Quality Overall Actual Score | Quality Evaluation Maximum Score | 1510 |
| Quality % | Quality Guidelines (observation forms) may be segmented into Sections and Sub-sections. The Overall Quality Score is the total quality score of all applicable Sections or Sub-sections of a Guideline combined, and may be rolled-up to report overall quality totals by agent, team, or program based on a specified time period. Overall score is calculated by taking the total of [Evaluation score provided by NICE divided by the maximum possible score for the Guideline] divided by the number of Evaluations. Note: Each score is equalized to a scale of 100 to have equal value for roll-up purposes. |
Quality Weighted Overall Points Received [ID 1510] | Quality Evaluation Count [ID 1490] |
1493 |
| Schedule Adherence Original | Percent of time that agents adhered to their schedule, as a percent of total scheduled hours. This is a snapshot of the metric as of the end of the production date. "Original" means static; not updated to reflect changing agent schedule data after the production date. | Total Minutes in Adherence [ID 206] | Total Minutes Scheduled [ID 207] | 3062 |
| Schedule Adherence Revised | Percent of time that agents adhered to their schedule, as a percent of total scheduled hours. "Revised" means updated to reflect current schedule data. | Total Minutes in Adherence [ID 206] | Total Minutes Scheduled [ID 207] | 1777 |
| Scheduled Break Hrs | Total IEX Break Scheduled Hours | IEX Break Scheduled Hours | NA | 1304 |
| Scheduled Coach Hrs | Total IEX Coach Scheduled Hours | IEX Coach Scheduled Hours | NA | |
| Scheduled Hrs | Sum of all IEX scheduled activities, expressed in hours | Total Tracked / 60 | NA | 1276 |
| Scheduled Lunch Hrs | Total IEX Lunch Scheduled Hours | IEX Lunch Scheduled Hours | NA | |
| Scheduled Meeting Hrs | Total IEX Meeting Scheduled Hours | IEX Meeting Scheduled Hours | NA | |
| Seat System Issue Time % | TKS Seating/System Issues activity as a percent of total agent worked time excluding training. | Seating/System Issues Hours [ID 1402] | Agent Worked Time w/o Training [ID 537] | 1412 |
| Seat System Issue Time Hrs | TKS activity range name "Seating / System Issues" (activity code 35), expressed in hours. | sum(SECONDS) | 3600 | 1402 |
| Shrinkage | 1 – Manned Time Hrs / (Net Scheduled Min/60) | |||
| Staff Function Time % | TKS Staff Functions activity as a percent of total agent worked time excluding training. | Staff Function Time Hrs | Agent Worked Time w/o Training [ID 537] | |
| Staff Function Time Hrs | Timekeeping activity range name "Staff Functions' (activity code 98) expressed in hours | Sum of Staff Function seconds / 3600 | NA | 1421 |
| Staffed Hrs | Total time agent spent 'staff' the phones, expressed in hours. All phone states are considered staffed including 'away'-type states (specifically Avaya's Aux and Cisco NRT) | sum(SECONDS) | 3600 | 1763 |
| Staffed Hrs % | Actual staff hours as a percentaget of agent worked time excluding training | Sum of staffed hours | Agent Worked Time w/o Training [ID 537] | 1764 |
| Talk Time Hrs | Total call talk time, excluding hold expressed in hours | Avaya: sum(ACD_TIME + DA_ACD_TIME) Nortel: sum(TALK_TIME) Symposium: TALK_TIME - HOLD_TIME Cisco: sum(HANDLED_CALLS_TALK_TIME)/n/a |
NA | 394 |
| Time in Adherence Hrs | Time that agents adhered to their schedule | S_TOTAL_IN_ADHR_MIN | ||
| Time out of Adherence Hrs | Time that agents did not adhere to their schedule | S_TOTAL_OUT_ADHR_MIN | ||
| Trans/Conf % | Percent of calls transferred and conference calls divided by calls handled | |||
| Unpaid Approved Absenteeism | Percentage of Unpaid Approved Time Off against Net Scheduled hours. The IEX exception codes included in the Unpaid Approved hours are Approved Time Off, IGH, Inclement Weather, Leave, Req Day Off, System Outage HA, Transfer/Promotion, UTO, and VGH. | Unpaid Approved Time Off (Hrs) [ID 1257] | Net Scheduled Hours [ID 335] | 341 |
| Unpaid Unexpected Absenteeism | Percentage of Unpaid Unexpected hours against Net Scheduled hours. The IEX exception codes included in Unpaid Unexpected hours are Late-Leave Early, MIA, No Call/No Show, Suspension, and Unapproved Absence. | IEX Unpaid Unexpected Absence Hours [ID 338] | Net Scheduled Hours [ID 335] | 339 |
| Unpaid Unexpected Time Off Hrs | IEX Unpaid Unexpected Absence Hours [ID 338] | |||
| VGH % | Percent of total schedule time that was tracked as Voluntary Go Home Hours. | Voluntary Go Home Hours [ID 1888] | Net Scheduled Hours [ID 335] | 1889 |
| VGH Hrs | Number of hours tracked in IEX as Voluntary Go Home Hours. IEX exception codes 198, 414, 415, 416. | Sum of hours with IEX Exception codes 198, 414, 415, 416. | 1 | 1888 |
| Worked to Scheduled | Total Agent worked time hours divided by Scheduled hours | |||
| Wrap Time Hrs | Total call wrap time. Note: Wrap time may be recorded to the skill of the last call handled, or may be recorded to one of the agent's skills by default if no direct association is made. |
Avaya: sum(ACW_TIME + DA_ACW_TIME) Nortel: sum(NOT_READY_TIME) Symposium: NOT_READY_TIME Cisco: sum(WORK_READY_TIME + WORK_NOT_READY_TIME)/n/a |
NA | 397 |
