Contact supports live measurement of the service level and Key Performance Indicators (KPIs). Administrators can define KPIs for calls held in a queue. The KPIs determine the threshold(s) that determine when an alert is displayed to the supervisor.
Click play to watch a video on defining call-queue KPIs.
Define KPIs for a call queue #
- In the menu bar click Call Handling > Queues to see a list of available queues
- Select (or add) the relevant call queue
- Click the KPIs tab
- Enter the number of minutes for the KPI Measurement Time Window
- Enter the number of seconds for the Service Level Target
- Enter the percentage for the Service Level Warning Threshold
- Enter the number of seconds for the Call Time Target
- Enter the percentage for the Availability Warning Threshold
- Enter the minimum number of agents for the Number of Agents Warning Threshold
- Enter the percentage for Caller Queue Warning Threshold
- Specify the frequency (in minutes) for the Alert Send Period
- For each listed Supervisor select the Alert Type from the dropdown list
- Enter the email addresses to which KPI alerts are set
- Click Add or Save Changes
Definitions #
- KPI Measurement Time Window: The number of minutes prior to now over which data is collected and validated against KPIs. The default is 15 minutes. The maximum value is 180 minutes.
- Service Level Target: The number of seconds within which a call should be answered after being placed in the queue (the maximum ringing time for each caller). The Contact measures the service level as the percentage of incoming calls for each queue that are answered within a (configurable) target waiting time.
- Service Level Warning Threshold: The percentage of calls that should be answered within the Service Level Target. If the service level drops below this threshold percentage, an alert is displayed to the supervisor on the company wallboard.
- Call Time Target: The number of seconds within which a call should be handled (the maximum talk time for each call).
- Availability Warning Threshold: The threshold percentage for availability below which an alert is displayed to the supervisor on the company wallboard. The Contact measures availability as the percentage of incoming calls for each queue that are answered over a configurable time period, compared to incoming dial attempts.
- Number of Agents Warning Threshold: The minimum number of agents that are currently available and below which an alert is displayed to the supervisor on the company wallboard.
- Caller Queue Warning Threshold: The threshold percentage for queued calls above which an alert is displayed to the supervisor on the company wallboard. Contact measures this as the percentage of incoming calls that are queued compared to the maximum queue length.
- The maximum queue length can be set statically or dynamically on the Advanced tab page.
- Alert Send Period: How frequent (in minutes) the system validates KPIs and sends alerts to the supervisor.
- Supervisor: The supervisor(s) who will receive alerts when KPIs are missed for this call queue.
- Alert Type: The way in which the supervisor(s) receive alerts. The options are:
- None – Alerts are not displayed to the supervisor(s)
- Web – Alerts are displayed to the supervisor(s) on their web interface
- Web and Email – Alerts are displayed to the supervisor(s) on their web interface and sent to their email address(es).
- Email Addresses: The email address(es) to which queue KPI alerts are sent.
Additional Information #
- Administrators must have the Queues: Modify privilege to define call-queue KPIs.