• Partners
  • Email Us
  • Product
    • Channels
      • Voice
      • Email
      • SMS
      • Chat
      • Messenger
      • WhatsApp
      • Omnichannel
    • Features
      • Predictive Dialer
      • VCC Live Pay
      • Outbound IVR
      • Inbound IVR
      • Voicemail Detection
      • Live Dashboards
      • ACD
      • Salesforce Integration
      • Dialogflow
  • Solutions
    • Customer Service
    • Sales Teams
    • Debt Collection
    • Virtual Call Center
  • Pricing
  • Resources
    • Blog
    • Case Studies
    • Ebooks
    • Courses
    • Webinars
    • Information Security
    • Learning Center
    • Developers
  • Company
    • About us
    • Careers
    • News
    • Partners
  • Partners
  • Email Us
+44 208 638 0169
GET STARTED
TutorialsThe Most Common Use CasesThe Main Agent KPIs
  • Overview
    • Introduction
    • Legal Information
  • The Most Common Use Cases
    • Outbound Email Customization
    • IVR Settings - Use Cases
    • Outbound Calls - PPD
    • Incoming Calls - Setting up an IVR
    • The Main Agent KPIs
    • The Workflow of the Agent
    • Editing Scripts
    • Email Handling
    • Softphone Integration
    • Customize your Dashboard
    • Explore User-based Statistics
    • Create Custom KPIs
  • Getting Started
    • About This Chapter
    • First Steps
    • Creating a Simple Project
    • Creating a Simple Database
    • Setting up Users
    • The Basics of Inbound Projects
    • The Basics of Outbound Projects
    • The Basics of Measurement Tools
    • Introduction to Dispositions
    • The Basics of Call Recording Management
    • Getting Started with VCC Live Chat
    • Get to Know the Agent Workspace
    • Dynamic Email Contents
  • Communication Channels
    • About This chapter
    • Outbound Projects
      • Manual Dialer
      • Power and Predictive Dialing Modes
      • Outbound IVR
      • Robinson List
      • Outbound-Related Statistics
      • Measuring CSAT
    • Emails and Ticketing
      • Disposition-Triggered Emails
      • Dynamic Email Contents
      • Email Attachments - Basic, Dynamic and Conditional
      • Outbound and Inbound Emails
      • Email Statistics
      • Mass Email
    • SMS
      • Inbound SMS
      • Disposition-Triggered SMS
      • Dynamic SMS Contents
      • SMS Notifications
      • SMS Statistics
      • SMS Triggered Actions
      • Scheduled SMS Sending
      • Bulk Text Messaging
    • Inbound Robinson List
    • Quota Tool
  • Managing Users
    • Resource Management
      • Multi Project Management
      • Users, Rights and Teams
    • User Activity
      • Break Codes
      • User State Log
  • Security
    • About This Chapter
    • User Right Groups
    • Password Policies and Two-Factor Authentication
    • OAuth 2.0
    • IP Filtering
    • Database API
    • Functions to Help You Comply with Privacy Regulations
  • VCC Live Archiver
    • About This Chapter
    • Introduction to VCC Live Archiver
    • Setting up VCC Live Archiver
    • Using VCC Live Archiver
    • Commands and Command Options
    • CDR Log Headers
    • Switches (Deprecated)
  • Miscellaneous
    • About This Chapter
    • Salesforce Integration
    • VCC Live Pay IVR
    • Voice File Tagging
    • Replacing Transfer Process
Back to Support and Learning Center

The Main Agent KPIs

Estimated reading time: 6 minutes | Target users: Supervisors

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 in order to improve your results.

These are some the most important KPIs we suggest to consider if you are running a contact center. To learn more about other, equally important metrics, read our article on our blog on the issue.


1. First call resolution

  • Definition: First call resolution shows when a customer’s need is properly addressed and solved by the customer service team during the first contact. A proper first call resolution rate improves customer satisfaction and reduces operational costs. If you want to improve your First call resolution rates, visit our article on what might hinder your business performance.
  • Where to find it: Global inbound statistics

2. Cost per call (Call cost)

  • Definition: Cost per call is an essential call center KPI that allows call centers to calculate the total cost involved in handling calls during a specific period of time. To learn more about calculating cost per call, visit our guide on the topic.
  • Where to find it: You can find it as Call Cost in Global and Project-specific call statistics.

3. Success (%) (Conversion rate)

  • Definition: This KPI defines the Number of calls that receive a Success disposition / The number of Reached calls over a given period of time. It is a useful metric to see the ratio value of successful calls (e.g. a sale has taken place) / established calls with potential customers. To learn more, visit our guide on dispositions.
  • Where to find it: Global call statistics

4. Efficiency

  • Definition: Efficiency within a given period. It is a value shown as minutes in a format where 60 min is considered as 100% efficiency. It is calculated as per the following formula: total time spent in Call status / Total Login Time. This parameter includes breaks, so ‘time spent in Call status’ / ‘Login time excluding 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.
  • Where to find it: At global call statistics (as Efficient Time), Project-specific call statistics or in Dashboards.

Tip: You can create your own custom KPIs that would appear in dashboards and spreadsheets as columns. Custom KPIs can be set up in VCC Live > Contact Center.

5. Average time in available status

  • Definition: The average length of Available status. It is based on ‘total time spent in Available status’ / the amount of occurrences of ‘Available status’. It is advised to keep this KPI as low as possible.
  • Where to find it: You can find it as Avg. Available in Global and Project-specific call statistics.

6. Average abandonement rate

  • Definition: One of the most important call center metrics is the average call abandonment rate. In other words, the number of customers hanging up the phone even before speaking to an agent. It is crucial to keep this rate low, as a customer who hangs up in frustration is unlikely to be a satisfied one.
  • Where to find it: At Weekly Inbound Statistics

7. Average handle time

  • Definition: This metric shows the average time of handling a call from start to finish. There might be instances where some agents take too long to handle (e.g. they don’t communicate fluently enough) or there might be cases where an agent closes a call too soon. As neither of these is suitable for your business, you should consider the average handle time, and pay attention to the extreme values that differ from it.
  • Where to find it: Global call statistics (as Avg. Handle Time)

8. Customer satisfaction

  • Definition: Customer Satisfaction (CSAT) is a frequently used key performance indicator used to determine and measure how satisfied your customers are with your products or services. Unsatisfied customers may decide to stop working with your solutions, therefore it is essential to pay attention to this metric and improve your operations based on the results.
  • Where to find it: As this is an abstract metric with no strict rules on how to measure it, you might wonder where to start measuring it. Luckily, we have a guide to introduce the main steps for measuring CSAT, and how to integrate it with VCC Live – check out our guide here.

9. SLA metrics – calls, emails, chat

  • Definition: Service Level Agreement (SLA) metrics are your company’s commitments to your customers. These include values, that your service provides in order to maintain customer satisfaction. Therefore, measuring whether your company’s performance meets your predefined SLA values is key.
  • Where to find it: You can set up customized SLA widgets on your real-time Dashboard. Learn how to set them up in this tutorial.
Back to Support and Learning Center

Comments

Can’t find what you need? Use the comment section below to connect with others, get answers from our experts, or share your ideas with us.


There are no comments yet.

Click here to cancel reply.

Please note that by clicking on the Submit button, you agree to a member of VCC Live team contacting you with business offers. You can find detailed information on how we can establish contact with you in our Privacy Policy

  • Channels
    • Voice
    • Email
    • SMS
    • Chat
    • Messenger
    • Omnichannel
  • Main Features
    • Call Center Software
    • Predictive Dialer
    • VCC Live Pay
    • Outbound IVR
    • Inbound IVR
    • Voicemail Detection
    • Live Dashboards
    • ACD
    • Salesforce Integration
    • Dialogflow
  • Solutions
    • Customer Service
    • Sales Teams
    • Debt Collection
    • Virtual Call Center
  • Resources
    • Blog
    • Case Studies
    • Ebooks
    • Courses
    • Webinars
    • Information Security
    • Learning Center
    • Developers
    • Download
  • Company
    • About us
    • Careers
    • News
    • Partners
https://vcc.live/wp-content/uploads/2019/07/iso-cert-1.png https://vcc.live/wp-content/uploads/2019/07/iso-cert-2.png https://vcc.live/wp-content/uploads/2019/07/iso-cert-3.png
Social Media
https://vcc.live/wp-content/uploads/2019/07/linkedin.svg https://vcc.live/wp-content/uploads/2019/07/twitter.svg https://vcc.live/wp-content/uploads/2019/07/facebook-1.svg https://vcc.live/wp-content/uploads/2019/07/instagram-1.svg
Call us
Hungary
+36 19996400
UK
+44 2086380169
Germany
+49 3021782516
Poland
+48 123950886
Romania
+40 31706167
USA
+1 3024988337
Hungary
+36 19996400
UK
+44 2086380169
Germany
+49 3021782516
Poland
+48 123950886
Romania
+40 31706167
USA
+1 3024988337
  • Privacy Policy
  • Cookie Policy
  • Legal Statement
  • General Terms of Agreement
  • Magyar nyelvű jogi dokumentumok