Data Dictionary
KPI - A "Key Performance Indicator" is a quantifiable measure used to track and assess progress toward specific business goals or objectives.
Total Incoming Calls – Total number of calls received on the hotline.
Calls Handled – Number of calls successfully answered.
Long Abandoned – Calls where the user waited more than 15 seconds, then hung up.
Long Abandoned % – Percentage of calls that fall into the Long Abandoned category.
Max Inqueue Time – Maximum time any user had to wait in the Queue.
Average Speed to Answer – Average time agents took to answer an incoming call.
Average Handle Time – Average time agents spent speaking with the caller.
User Callback – Number of calls where the caller waited over 5 minutes and chose to leave their number for a callback.
User Callback Answered – Number of callback requests where an agent returned the call and the caller answered.
Consult Initiated – Number of times an OPT Agent initiated a consult with supervisor on an on-going call.
Consult Accepted – Number of times supervisor accepted consult.
Average Consult Handle Time – Average time Supervisor spent on consult call.
Consult Transferred – Number of times the calls were transferred to the supervisor after Consult.
Consult Transfer Accepted – Number of consult transfers accepted by Supervisor.
Consult Conferenced – Number of times the calls were Conferenced between user, agent, supervisor.
Consult Conference Accepted – Number of succesful Conference.
Transfers – Number of times Agent Transferred to Supervisors queue without consult.
Transfer Accepted – Number of times transfers were accepted by Supervisors.
Average Transfer Handle Time – Average time Supervisor spent on transfer call.