The Contact supports live measurement of the service level and Key Performance Indicators (KPIs). Company administrators can define KPIs for emails held in this queue. The KPIs determine the threshold(s) that determine when an alert is displayed to the supervisor(s).
Click play to watch a video on defining email-queue KPIs.
Define KPIs for an email queue: #
- Click Email > Email Queues on the menu bar and a list of the email queues that are currently defined is displayed
- Select (or add) the appropriate email queue
- Click the KPIs tab
- For KPI Measurement Time Window, specify the number of minutes prior to now over which data is collected and validated against KPIs. The default is 15 minutes
- For Service Level Target, specify the number of hours within which an email should be answered (have a first response from an agent, excluding auto-replies) after being placed in the queue
- For Service Level Warning Threshold, specify the percentage of emails that should be answered within the Service Level Target
- For Availability Warning Threshold, specify the threshold percentage for availability below which an alert is displayed to the supervisor on the company wallboard.
- For Email Queue Warning Threshold, specify the threshold percentage for queued emails above which an alert is displayed to the supervisor on the company wallboard
- For Alert Send Period, specify how frequently (in minutes) the system validates KPIs and sends alerts to the supervisor
- For each supervisor who is listed, select the Alert Type from the dropdown list
- For Email Addresses, specify the email address(es) to which queue KPI alerts are sent
- Click Add or Save Changes, as appropriate
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.
- Service Level Target: The number of hours within which an email should be answered (have a first response from an agent, excluding auto-replies) after being placed in the queue. Contact measures the service level as the percentage of incoming emails for each queue that are answered within a (configurable) target waiting time.
- Service Level Warning Threshold: The percentage of emails 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. Only active and allocated emails are used to calculate the service level.
- Availability Warning Threshold: The threshold percentage for availability below which an alert is displayed to the supervisor on the company wallboard. Contact measures availability as the percentage of emails for each queue that are being handled by agents (in their inboxes) over a configurable time period, compared to total emails entering the queue. Only active and allocated emails are used to calculate availability.
- Email Queue Warning Threshold: The threshold percentage for queued emails above which an alert is displayed to the supervisor on the company wallboard. Contact measures this as the percentage of incoming emails that are queued compared to the maximum queue length.
- Alert Send Period: How frequent (in minutes) the system validates KPIs and sends alerts to the supervisor(s).
- Supervisor: The supervisor(s) who will receive alerts when KPIs are missed for this email queue.
- Supervisors who are set up to receive alerts will receive alerts as they are being pushed. Supervisors who are not set up to receive alerts will see the backlog of alerts but will not receive new notifications without refreshing manually
- Empty email queues with KPIs set will not trigger any alerts
- Email queues with a backlog of emails will trigger the availability alert at the set interval
- Email queues where enough emails have been handled outside of the Service Level Target will trigger the service level alert.
- Alert Type: The way in which each supervisor receives alerts. The options are:
- None – Alerts are not displayed to this supervisor
- Web – Alerts are displayed to this supervisor on their web interface
- Web and Email – Alerts are displayed to this supervisor on their web interface and sent to their email address.
- Email Addresses: The email address(es) to which queue KPI alerts are sent.