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Defining chat-queue KPIs

The Contact supports live measurement of the service level and Key Performance Indicators (KPIs). Company administrators can define KPIs for chats held in this queue. The KPIs determine the threshold(s) that determine when an alert is displayed to the supervisor(s).

Define KPIs for a webchat queue

  1. Click Chat > Chat Queues on the menu bar and a list of the chat queues that are currently defined is displayed
  2. Select (or add) the appropriate chat queue
  3. Click the KPIs tab
  4. 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.
  5. For Service Level Target, specify the number of seconds within which a chat should be handled after being placed in the queue
  6. For Service Level Warning Threshold, specify the threshold percentage for the service level below which an alert is displayed to the supervisor on the company wallboard
  7. For Chat Time Target, specify the total length of time (in seconds) that a chat should take (the maximum chat time for each session)
  8. For Chat Response Time Target, specify the number of seconds to elapse since the last update to the chat by the customer, above which an alert is displayed to the agent. The default value is 0 seconds (no timer set)
  9. For Availability Warning Threshold, specify the threshold percentage for availability below which an alert is displayed to the supervisor on the company wallboard
  10. For Number of Agents Warning Threshold, specify the minimum number of agents that should be available and below which an alert is displayed to the supervisor on the company wallboard
  11. For Chat Queue Warning Threshold, specify the threshold percentage for queued chats above which an alert is displayed to the supervisor on the company wallboard
  12. For Alert Send Period, specify how frequently (in minutes) the system validates KPIs and sends alerts to the supervisor
  13. For each supervisor who is listed, select the Alert Type from the dropdown list
  14. For Email Addresses, specify the email address(es) to which queue KPI alerts are sent
  15. 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 seconds within which a chat should be handled after being placed in the queue. Contact measures the service level as the percentage of chats for each queue that are handled within a (configurable) target waiting time.
  • Service Level Warning Threshold: The threshold percentage for the service level below which an alert is displayed to the supervisor on the company wallboard.
  • Chat Time Target: The total length of time (in seconds) that a chat should take (the maximum chat time for each session).
  • Chat Response Time Target: The number of seconds to elapse since the last update to the chat by the customer, above which an alert is displayed to the agent.
    • If the last response was from an agent or was an automatically-generated system response, the timer is not applied.
    • If the last response was from the customer, the timer counts from then. The time waiting for a reply from the agent along with an alerting icon are displayed to the agent in the customer’s response message. If the time reaches or exceeds the Chat Response Time Target, the alerting icon changes colour to indicate that the agent must respond.
    • If there are no comments from either the customer or the agent, the time since the chat was put on the queue is shown.
  • 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 chats for each queue that are handled by agents over a configurable time period, compared to total chats entering the queue.
  • Number of Agents Warning Threshold: The minimum number of agents that should be available and below which an alert is displayed to the supervisor on the company wallboard.
  • Chat Queue Warning Threshold: The threshold percentage for queued chats above which an alert is displayed to the supervisor on the company wallboard. Contact measures this as the percentage of chats in each queue, compared to the Maximum Queue Length.
  • Alert Send Period: How frequent (in minutes) the system validates KPIs and sends alerts to the supervisor.Supervisor
    The supervisor who will receive alerts when KPIs are missed for this chat queue.
  • Alert Type: The way in which this 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.