Metric Specific Concepts
  • Updated on 08 Jul 2020
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Metric Specific Concepts

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Before You Begin

The Metric Concepts below assume that you have a good understanding of the basic Key Concepts. If not, we suggest you familiarize yourself with the basic Key Concepts first.

About Metric Specific Concepts

It’s important to understand how reports are utilized and calculated. Metric Concepts provide dimensionality to reporting concepts that help you understand how it is used to calculate data within a report.

Agent Activity

In order to track what agents are spending their time on, you can calculate their utilization. When an Agent is logged into Gladly, that Agent can either be Away or Utilized .

  • Login Time = Away Time + Utilized Time
  • % Utilized = Utilized Time / Login Time

Tip

These are Agent based metrics.

Away

There are two ways an Agent can be Away:
Away Time = Away Status [Reason] + Idle Time

Away Status

An Agent can select the away status from their profile. Away reasons are configurable.

Note

We only report on the current state of Away statuses. This means if you change the name of an Away status(es), you will not be able to see what the data looked like before you made the change.

Idle Time

Agents are Idle if they haven’t moved their mouse within X minutes, where X is a configurable number with a default setting of 10 minutes.

Example 1

After X minutes of not moving the mouse, we mark the Agent idle.

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Example 2

If an Agent is marked as idle but returns more than 90 minutes later, the entire 90 minutes is counter as logout time.

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Utilized

When an Agent is Utilized, this means that the Agent has moved their mouse within the last X minutes; X is configurable.

When an Agent is utilized, we can tell what the Agent is viewing on the screen.

  • Utilized Time = Time Viewing Customer Profiles + Time Viewing Inbox + Time Viewing Search + Time Viewing Liveboards + Time Viewing Answers + etc

The Time Viewing Customer Profiles is what we use to calculate Handle Time metrics as well as for the % of Time Helping Customers.

  • % of Time Helping Customers = Time Viewing Customer Profiles / Utilized Time

Conversation Event Metrics

When looking at the lifecycle of a Conversation, there are three specific events that can happen:

  • Created
  • Closed
  • Reopened
Tip

These are Conversation based metrics

Closed Conversations & Close Time

In order to calculate the Close Time for a Conversation, we use the Created and Closed events.

Example

  • If we have a Conversation that is created at 11:05 am and closed at 11:25 am, the Close Time is 11:25-11:05 = 20 minutes
  • Close Time is attributed to the time interval in which the Conversation closed.

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Reopened Conversations & Close Time

When a Conversation reopens and closes again, we now know more about what happened with that Conversation so we add this information to the report.

Example

  • If the Conversation above is reopened at 11:35 am and then closed again at 11:55 am, the Close Time is 11:55-11:05
  • The Close Time is still attributed to the time interval in which the Conversation closed. Notably, we do not change the report data in the 11:00-11:30 interval. We simply report on the information that is available at the time.
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Watch Out

There are three exceptions to the above:

  1. Operational Summary report
  2. Agent Performance Summary report
  3. Active Conversation Handle Time (ACHT) reports

For these reports, the Close Time metrics are attributed to the interval in which the Conversation closed. However, if that Conversation reopens & closes again, we will rewrite history. We realize this isn’t ideal and will update how these metrics are calculated in the future. Using Close Time as an example, the data would look like this if a Conversation closed, reopened, and then closed again

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First Contact Resolution (FCR)

First Contact Resolution is when a reported issue is resolved on the Agent’s first interactionwith the Customer without any additional follow-up. This is summed as a collective % of inbound Contactsfrom your Customers.

  • A Conversation with a single exchange between an Agent and a Customer, which indicates that a single Agent solved the Customer’s ask in one go.
Tip

These are Conversation level metrics

Calculation

Not all Conversations are eligible for First Contact Resolution. When calculating a % of Conversations that are FCR, we look at:

# FCR Conversations / # FCR Eligible Conversations

The following aren’t included in the # FCR Eligible Conversations denominator:

  • If a Conversation only has outbound communications (from Agent to the Customer), and there are no responses from the Customer, the assumption here is that the Customer might not have had an issue to be resolved.
  • If a Conversation has only incoming Mail (email, voicemail, abandoned calls —not including messages), but no response from Agents, the assumption here is that the Agent determined that there wasn’t an issue to resolve. For example, SPAM conversations that are automatically closed would fall in this category and would be excluded from the calculation.

Calculation Classification

Conversations are considered as FCR if they consist of:

  • Only 1 phone call, or
  • Only 1 messaging contact, or
  • Only 1 outbound communication (voice, messaging, or email) after 1 or more inbound messages (messaging, email, voicemail, or abandoned calls). The outbound communication needs to be the last communication in the Conversation (i.e. the Customer can’t reply).
Watch Out
  • Auto-replies are not considered in calculating FCR. If a Customer emails in, gets an autoreply email and then gets their issue resolved on the first actual reply from an agent, then that would be considered as an FCR conversation.
  • Future iterations could make this metric more sophisticated about other cross-channel scenarios. For example, sending an SMS during a phone call, or starting a second messaging contact just to say “thanks” (after the first contact was ended) would make the conversation Non-FCR today, but in the future, we could consider those as FCR. The issue is still being resolved in one go.
  • FCR metrics are attributed to the interval in which the Conversation closed. However, if that Conversation reopens & closes again, we will rewrite history. We realize this isn’t ideal and will update how these metrics are calculated in the future.

Handle Time

Handle Time is a key contact center metric that is used to assess how efficient your agents are when they work on customer questions.

Note

These are Conversation based metrics

Work

When an Agent is logged into Gladly, we can tell what that Agent is viewing on the screen. When an Agent views a Customer ’s Profile, we assume that the Agent is working to help that Customer. When the Agent navigates away from the Profile, then we assume that the Agent is no longer working to help that Customer. Thus, when an Agent is viewing a Customer’s Profile, we track this time as time an Agent is working on a Customer. This is the time that we use to calculate handle times.

Note

We only track this time for Conversations that are in the Open or Waiting state.

Using this definition of work, we can:

  • Calculate handle time in an omnichannel world
  • Compare handle times across Channels
  • Account for Agents working on concurrent Customers without needing an additional Avg. Concurrency metric
  • Track a second by second view of Agent activity which results in a more accurate handle time

Average Handle Time Calculation

You normally look at Handle Time as an average across all Contacts or Conversations. In Gladly, we have a Contact handle time that is available as part of the Workforce Management (WFM) data and a Conversation handle time called Active Conversation Handle Time (ACHT).

Average Contact Session Handle Time (ACSHT)

Average Contact Session Handle Time is the average number of minutes Agents are actively working with Customers on a Contact across your communication Channels.

  • Average ContactSession Handle Time = time spent working on contact/number of contacts worked

Active Conversation Handle Time (ACHT)

Average Active Conversation Handle Time is the average number of minutes Agents are actively working with Customers on a Conversation across your communication Channels.

  • Average Active Conversation Handle Time = time spent working on conversation/number of conversations worked
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    • The gaps between the orange bar represent an Agent navigating away from a Customer’s Profile.
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