Call Center Samples

Team content > Samples > By business function > Customer experience

November 2021
Introduction
• For the Customer Experience business function, the Call Center set of
samples illustrate the use of KPIs (Key Performance Indicators) in
dashboards and reports.
• The dashboards demonstrate the KPI visualization, and the data
module demonstrates how to create target values
Theory and KPIs
KPI Description Target
Occupancy % The amount of time that agents are on the phone answering live calls, as 75.0% for all shifts
well as completing additional work associated with these calls, compared
to the agent’s total shift time
SLA % The percentage of calls that are answered within a specified number of 80.0% of all calls
(Service Level seconds.
Agreement)
Quality % The percentage of callers that were satisfied with the quality-related 90.0% of all rated calls
aspects of the call, as determined by a Customer Satisfaction survey. Call
quality measures the efficiency and effectiveness of the conversation
regarding politeness, professionalism, knowledge, understanding,
timeliness, problem solving, and the final solution. The caller felt like they
had a positive experience, the solution was effective, and if applicable they
can prevent the issue from reoccurring in the future. This is related to
Customer Satisfaction %.
ATT The average amount of time the agent is on the phone answering a live 15 minutes per call
(Agent Talk Time call. It includes any time that the caller is placed on hold.
- Minutes)
ACW Measures the average amount of time the agent spends on activities after 5 minutes per call
(After Call Work a live call is over. These activities typically include updating databases,
Time -Minutes) documents, or memos, sending emails or messages, and informing
teammates/supervisors about the call.
KPI Description Target
AHT Measures the average elapsed time from when an agent answers a call, 20 minutes per call
(Average Handle places the caller on hold if necessary, and then eventually disconnects
Time - Minutes) when a solution is reached. It also includes any After Call Work Time. The
formula is ATT + ACW
ATT Measures the average amount of time the agent is on the phone 15 minutes per call
(Agent Talk Time answering a live call. It includes any time that the caller is placed on hold.
- Minutes)
ASA The average time for calls to be answered in the call center during a 20 seconds per call
(Average Speed specific time frame. This includes the caller’s time spent waiting in the
of Answer - queue, and the time while the agent’s phone rings. It does not include the
Seconds) initial time spent by the caller to navigate through the automated
Interactive Voice Response (IVR) system.
Customer The percentage of callers that were satisfied with their overall experience, 85.0% of all rated calls
Satisfaction % as determined by a Customer Satisfaction survey. This is related to Quality
%.
Abandonment % The percentage of callers who hang up before reaching an agent. 2.0 % of all calls
FCR % The percentage of calls that were resolved on first contact. 80.0% of all calls
(First Call
Resolution)
Samples
• 2 Dashboards
• Team content > Samples > By business function > Customer experience >
Dashboards > Agent quarterly performance
• Team content > Samples > By business function > Customer experience >
Dashboards > Call center YTD performance
• 1 Report
• Team content > Samples > By business function > Customer experience >
Reports > Daily agent activity
• Data
• This sample data module contains representative call center data from a
fictional mobile phone service provider.
• Team content > Samples > By business function > Customer experience > Data > Call
center
• Team content > Samples > By business function > Customer experience > Data > Source
files > Call_Center.zip
Agent quarterly performance

Dashboard
Call center YTD performance

Dashboard
Daily agent activity

Report
Data
Data Module
Targets
• In the data module, within the Agent Performance Daily table, there is a
folder named KPI Targets
• This folder contains a set of measures (in the form of Calculations) that specify the targets
for each KPI (see next slide)
In each case, the calculation assigns the target number or
percentage:
Core Data
Agent_Performance_Daily.csv
• Contains aggregated information about an agent for call dates between January 01, 2018 and
June 30, 2019. There are 44,461 rows
• Agent_ID
• Call_Date
• Talk_Time
• After_Call_Work_Time
• Handle_Time
• Queue_Time
• Agent_Shift_Time
• Agent_Shift_Cost
• Total_Calls
• Total_Service_Level_Calls
• Total_First_Call_Resolutions
• Total_Abandoned_Calls
• Total_Blocked_Calls
• Total_Customer_Satisfied – number of callers who filled in the Customer Satisfaction Survey with a positive satisfaction rating
• Total_Quality_Scored Satisfied – number of callers who filled in the Customer Satisfaction Survey
• Total_Quality_Calls Satisfied – number of callers who filled in the Customer Satisfaction Survey with a positive quality rating
Core Data (cont’d)
call_log.csv
• Contains row-level information about individual calls between January 01, 2018 and June 30,
2019. There are 805,046 rows
• Call_ID
• Agent_ID
• Call_Date
• Start_Date_Time
• Start_Time
• End_Date_Time
• End_Time
• Talk_Time
• After_Call_Work_Time
• Queue_Time
• Agent_Comments
• Call_Resolution_ID
• Call_Type_ID
• Customer_ID
• Plan_ID
• Customer_Satisfied - did the caller fill in the Customer Satisfaction Survey with a positive satisfaction result?
• Quality_Scored - did the caller fill in a Customer Satisfaction Survey?
• Is_Quality_Call - did the caller fill in the Customer Satisfaction Survey with a positive quality result?