Create Custom KPIs
Key Performance Indicators (KPIs) are performance measurements that help you evaluate the success of your business. Based on these metrics you can monitor your business performance and tweak your operations to improve your results.
Monitoring KPIs is an essential part of running a successful business, and while VCC Live provides several available KPIs, every business includes KPIs in their metrics that are tailored to their specific needs. To make this possible, VCC Live lets you build your custom KPIs with a KPI editor section.
How to create a new KPI
In the below example, let’s build a custom KPI that shows a reach ratio of your outbound calls – in other words, a percentage of your initiated calls where a conversation took place.
- Navigate to VCC Live menu > Contact Center > Custom KPIs
- Click New in the bottom-left corner.
- Enter a name for your KPI in the right-hand side pane.
- Select User-based Statistics KPIs from the Category drop-down to filter the available values from the list that appears below.
- From the Values section, select the values you want to use. In our example, we are using the Reached, Successful, Dropped and Outbound calls values. Clicking on these values automatically adds them to the next section, the Formula panel.
- Once you added the necessary values to your formula, set up their relations to one another with mathematical symbols (
+, -, *, /, (, )). In our example, we set up our formula like this:( {Reached}+{Successful}+{Dropped Calls} ) / {Outbound Calls} - Select a Format for your KPI: it can be a Number, Percent or Time. In our example, we are using Percent.
- Set the decimal value.
- Press Save to save your settings.
Once you have created your custom KPI, you can use it right away in your statistics or in your Dashboard widgets. In the User-based statistics table (both in the global and project-specific one) you can find it in the Manage column presets section, and create a new preset that includes it.
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To learn more about creating column presets, please visit this guide.
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To learn about setting up widgets in Dashboards, please refer to this guide.
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To learn about the top 10 most important KPIs, please visit this guide.
A list of available KPIs
There are a lot of KPIs available in the Dashboard, and they are separated into two categories: Inbound statistics KPIs and User-based Statistics KPIs. Below, you can see a comprehensive list of KPIs in each category.
Inbound statistics KPIs
| Name | Description |
|---|---|
| Picked up in time (SLA) | The number of inbound calls answered by the agent within the SLA. |
| Picked up after time | Number of calls answered by an agent after the predefined SLA timeframe. |
| Disconnected in queue within SLA | Number of calls disconnected while in a queue, within the predefined SLA timeframe. |
| Disconnected in IVR | Number of calls disconnected in the IVR. |
| Time in IVR | Time spent in the Interactive Voice Response (IVR – a call is handled by an automated service before a client is connected to an agent or disconnected). |
| Time in queue | The time the client spent in the queue. |
| Talk Time | Length of the conversation. Call on hold is not included. |
| Early | Number of calls in the queue disconnected within 5 seconds. |
| Disconnected in Queue After SLA | Number of disconnected calls in a queue that exceeded the SLA timeframe. |
| Average waiting time of calls hanged up in queue | The average time the client spent in the queue before hanging up the call. |
| Afterwork | Number of calls in the Afterwork status. |
| Repeated calls count | Number of calls that are taking place more than once. |
User-based Statistics KPIs
| Name | Description |
|---|---|
| Folder | The folder that contains the project. |
| Team | The team the user is assigned to. |
| Username | The name that uniquely identifies a user in VCC Live. |
| Project ID | Project identifier number. It is generated when a project is created. |
| Database Size | Number of records in a database. |
| Instantly Callable | Number of records available to be called at a given moment. The system considers next_contact, which is then handled by the dialer. Callbacks that already belong to agents, Dropped calls, and voicemail are excluded. |
| Available to Call | Records still to be called that have anything apart from a Finished disposition. |
| Hourly Wage | An agent’s previously set hourly wage. The cost of the agent is calculated by this wage. To set up the wage, navigate to: VCC Live menu -> User management -> Users -> Contact details & notifications pane -> Hourly Wage |
| Dropped | Total number of Dropped calls during a given period. |
| All Dispositions | All calls with allocated dispositions (Sum of calls with Not reached + Reached + Success dispositions). |
| Reached | Number of calls allocated a Reached and Success disposition during a given period. |
| Successful | Number of calls allocated a Success disposition during a given period. |
| Success (%) | Success percentage value, as per the following formula: number of Success calls / number of Reached calls, during a given period. |
| Expected Success Ratio (%) | Percentage value of Expected Success Ratio, which is defined as a project KPI. |
| Success/Hour | Number of Success dispositions per hour. Hour is determined by Total Login Time. |
| Expected Success/Hour | Expected number of Success dispositions per hour. Hour is determined by Total Login Time. |
| Call/Logged In | Time per hour spent in Call. Hour is defined by Total Login Time. |
| Agent Commission | Agent fee, as specified in Dispositions > General settings > Agent commission |
| CC Commission | Call center fee, as specified in Dispositions > General settings > Call center commission |
| Call Cost | Costs charged for the call. |
| Reached/All dispositions | Ratio value as per the following formula: number of Reached records / number of All dispositions, during a given period. |
| Total Login Time | Time spent between login and logout during a given period. |
| Total Login Time Excluding Breaks | Time spent between login and logout during a given period, not including time spent on breaks. |
| Unavailable (Duration) | Total time spent in Unavailable status. (I.e. after logging in and before selecting a project.) |
| Available (Duration) | Total time spent in Available status (I.e. after logging in to a project and before starting to work on a record.) |
| Waiting for Callback (Duration) | Total time spent in Waiting for Call status. (I.e. idle time until the agent is connected to a call.) |
| Prework (Duration) | Total time spent in Prework status (I.e. after opening a record and before initiating the call). Available in Manual mode only. |
| Ringing | Total time spent in Ringing status. (I.e. after initiating a call and before the customer answering the call.) Available only in Manual mode. |
| Ringing In (Duration) | Total time spent in Ringing In status. |
| Ringing Out (Duration) | Total time spent in Ringing Out status. |
| Call (Duration) | Total time spent in Call status. (I.e. the agent and the customer are connected and the conversation is in progress.) |
| Hold (Duration) | Total time spent while on Hold. (I.e. the call is not terminated, yet a conversation is not possible until the call is removed from Hold to Call status. This can happen multiple times during one conversation.) |
| Inbound Attended Transfer (Duration) | Total time spent in Inbound Attended Transfer Status. |
| Outbound Attended Transfer (Duration) | Total time spent in Outbound Attended Transfer Status. |
| Afterwork (Duration) | Total time spent in Afterwork status. (I.e. after ending the call and before the agent defines a disposition.) |
| Email (Duration) | Total time the agent spent in Email status. (I.e. reading and replying to emails.) |
| Ticket (Duration) | Total time the agent spent in Ticket status. (I.e. reading and replying to tickets.) |
| Tickets | The number of created tickets. |
| Chat (Duration) | Total time spent in Chat status. |
| Break (Duration) | Total time spent in Break status. It is an important efficiency measure, which should be verified per agent as per the following formula: Break (duration) / Total login time (duration). It is recommended to keep the resulting value below 0,18. |
| Break | Total number of Break status occurrences by all agents. |
| Custom Ringing (Time) | Total time spent in Custom ringing status. (I.e. after initiating a custom call and before the customer answers that call.) Available in Manual mode only. |
| Custom Ringing In (Duration) | Total time spent in Custom Ringing In status. |
| Custom Ringing Out (Duration) | Total time spent in Custom Ringing Out status. |
| Custom Ringing | Total number of records in Custom ringing status. (I.e. after initiating a custom call and before the customer answers that call.) Available in Manual mode only. |
| Custom Ringing In | Total number of Custom RInging status occurrences where a transfer of Custom call is received. |
| Custom Ringing Out | Total number of Custom RInging status occurrences where a transfer of Custom call is initiated. |
| Custom Hold (Duration) | Total time spent in Custom hold status. (I.e. the call is not terminated, yet a conversation is not possible until the custom call is removed from Hold to Call status.) |
| Custom Hold | Total number of Custom hold status occurrences. (I.e. the call is not terminated, yet a conversation is not possible until the custom call is removed from Hold to Call status.) |
| Custom Call (Duration) | Total time spent in Custom call status. (I.e. a call the agent and the customer agreed on previously, and the conversation is in progress.) |
| Custom Call | Total number of Custom call status occurrences. (I.e. a call the agent and the customer agreed on previously, and the conversation is in progress.) |
| Transfer To Agent Status | Total time spent in Transfer to Agent status (I.e. the call is being transferred to another agent + the transferred call is in progress). |
| Handling Time | The time the agent spent working on the record. Includes Prework, Ringing, Talk time, After call work. If no agent was connected, the value is zero. |
| Handle Time | Sum of time durations spent on working on chat sessions. This metric considers all chat sessions. |
| Efficient Time | Efficiency within a given period. It is a ratio value shown as minutes / hour as per the following formula: total time spent in Call status / Total Login Time. This parameter does not include breaks, so ‘time spent in Call status’ / ‘Login time including breaks’ results in a higher number. This is an important efficiency measure. For Manual dialing mode, it should be approx. 20 mins, for Predictive dialing mode it should be approx. 30-45. |
| Efficiency (%) | Daily efficiency presented as percentage. It is calculated as Efficient time / hour. For example, an efficiency time of 00:36:00 means 36/60, which would be 60%. |
| Avg. Available | The average length of Available status. It is based on ‘total time spent in Available status’ / the number of occurrences of ‘Available status’. |
| Avg. Prework | The average length of Prework status. It is based on ‘total time spent in Prework status’ / the number of occurrences of ‘Prework status’. |
| Avg. Ringing Time | The average length of Ringing status. It is based on ‘total time spent in Ringing status’ / the number of occurrences of ‘Ringing status’. |
| Avg. Call Time | The average length of Call status. It is based on ‘total time spent in call status’ / the number of occurrences of ‘Call status’. |
| Avg. Afterwork Time | The average length of Afterwork status. It is based on ‘total time spent in Afterwork status’ / the number of occurrences of ‘Afterwork status’. |
| Avg. Handle Time | The average length of handling calls. Includes Prework, Ringing status, Talk time, After call work. If no agent was connected, the value is zero. |
| Outbound Calls | Total number of outbound Call status occurrences. |
| Outbound Calls (Duration) | Total time of outbound Call status durations. |
| Inbound Calls | Total number of inbound Call status occurrences. |
| Inbound Calls (Duration) | Total time of inbound Call status durations. |
| Chats | Total number of chat sessions. |
| Chats Answered Within SLA | Number of chat sessions answered by the agent within the SLA. |
| Chats Answered After SLA | Number of chat sessions answered by the agent that exceeded the SLA. |
| Emails Answered Within SLA | Number of inbound emails answered by the agent within the SLA. |
| Emails Answered After SLA | Number of inbound emails answered by the agent that exceeded the SLA. |
| Break: technical (Duration) | Total time of technical Break status durations. Technical break is the system-default break code in VCC Live – it is applied when an incoming call is not answered by the agent in time (‘in time’ means the time specified in Agent ring time (sec) once a Queue is set up in your project’s inbound processes). It is useful to spot occurrences when agents do not manage to pick up incoming calls. For more information, visit our tutorial on the User State Log. |
| Break: technical | Number of technical Break status occurrences. Technical break is the system-default break code in VCC Live – it is applied when an incoming call is not answered by the agent in time (‘in time’ means the time specified in Agent ring time (sec) once a Queue is set up in your project’s inbound processes). It is useful to spot occurrences when agents do not manage to pick up incoming calls. For more information, visit our tutorial on the User State Log. |
Statistics fields
You can mark fields created by you as Statistics fields (read more about it here). When you mark fields as Statistics fields, these fields are available to include in Custom KPIs. In User-based Statistics you will find a section called Statistics fields, where all your statistic fields will appear and you can utilize them in Custom KPIs.
Each statistic field appears twice:
- Value: When using this KPI, it will display the aggregate of the values entered into the statistics field
- Count: When using this KPI, it will display the count of records, where the statistics field has a value
If a field with the same name and label appears in multiple projects and is marked as a Statistics field, then the result will appear under a single KPI.
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