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List of metrics and definitions

  • Updated

Important note: Certain metrics rely on a concept of “productive” time which is defined as time that an agent is in a certain state/status which is marked as “productive” work time in Assembled’s Settings > Event types page.

As for actual time spent working on tickets, that information is retrieved from the support platform that agents are working out of. Depending on your configuration, that time could be dictated by what the agent is manually recording via a “status” selection dropdown (a.k.a. aux codes) or automatically tracked based on what they’re working on in their browser.

 

Schedule and Time Tracking Metrics

Actual hours worked (total)

  • Description: Number of hours that the agent worked during the specified interval regardless of their schedule.
  • Calculation: sum( hours worked)

Actual productive hours worked

  • Description: Number of productive hours that the agent worked during the specified interval regardless of their schedule.
  • Calculation: sum( productive hours worked)

Productive Adherence (hours)

  • Description: Time that the agent was following their productive scheduled events during the specified interval.
  • Calculation: sum(hours in adherence)

Productive Adherence

  • Description: Percentage of time an agent adhered to their scheduled productive events.
    (max 100%, if they followed their productive scheduled events exactly).
  • Calculation: (time in adherence during scheduled productive time / scheduled productive time) x 100

Schedule adherence (hours)

  • Description: Time an agent adhered to all their scheduled events except time off.
  • Calculation: sum(hours in schedule adherence)

Schedule adherence

  • Description: Percentage of time an agent adhered to all their scheduled events except time off.
  • Calculation: (hours in adherence during scheduled events) / (total scheduled hours) x 100

Scheduled hours (total)

  • Description: Time the agent was scheduled to work on any event during the specified interval.
  • Calculation: sum(all scheduled hours)

Scheduled hours (productive)

  • Description: Time the agent was scheduled to work on "productive events" during the specified interval.
  • Calculation: sum(scheduled productive hours)

Email Productivity (Case throughput)

  • The average number of email contacts handled per Agent, per hour.
  • Calculation: Average email contacts handled / hour

Occupancy

  • Description: Percent of logged-in time that an agent spent actively working on customer issues. The formula for occupancy is: Occupied time/ (Occupied time + Available time) x 100, where Occupied and Available time can be configured by Admins.
  • Read more about configurable occupancy here.

Scheduled utilization

  • Description: Percent of time an agent was scheduled for productive events compared to all scheduled time (excluding time off events), regardless of whether or not they were adhering to the schedule.
  • Calculation: (scheduled productive hours/ total scheduled hours) x 100

Actual utilization

  • Description:  Percent of time an agent worked on productive events compared to actual hours worked, regardless of whether or not they were adhering to the schedule.
  • Calculation: (actual productive hours worked/ total actual hours worked) x 100

Conformance

  • Description: Percent of time worked by an agent compared to what they were scheduled to work, regardless of whether or not they were adhering to the schedule.
  • Calculation: (time spent in productive state/ scheduled time for that channel) x 100

Shrinkage

  • Description: Percent of time an agent worked on non-productive events during total scheduled periods.
  • Calculation: actual hours in non-productive events** / total scheduled hours
  • ** this only includes hours during the agents scheduled hours and does not include "time off" event types
 

Aggregate Ticket and Message Metrics

Handle time

  • Description: Total time that it took to resolve all cases in the selected time range (typically looking at cases by created date).
  • Calculation: call end time - call start time
  • Channel constraints: We do not calculate handle time for Email
  • Platform specific default definitions:
    • Kustomer:
      • Phone: endedAt - answeredAt
      • Chat: endedAt - firstResponse.createdAt
    • Zendesk:
      • Zendesk Talk: duration
      • Zendesk Chat: duration (defined as first response in chat to last response)
      • Zendesk  Messaging (and mapping tickets to the Chat channel in Assembled): zendeskTicket.metric_set.solved_at - zendeskTicket.metric_set.reply_time_in_seconds.calendar or, if not available, zendeskTicket.metric_set.reply_time_in_minutes.calendar
    • Salesforce
      • Case 
        • Phone: ClosedDate - firstRespondedAt
        • Chat: ClosedDate - firstRespondedAt
          • Note: firstRespondedAt is typically a custom field and can be enabled upon request
      • LiveChatTranscript
        • Chat: EndTime - StartTime
    •  Talkdesk:
      • Phone: call.EndAt - call.StartAt
    • UJET:
      • Phone: EndsAt -  queuedAt OR connectedAt
      • Chat: EndsAt - FirstMessageSentAt
    • Five9:
      • Phone: (call.Timestamp + callTime) - call.timestamp
    • Amazon Connect
      • Phone:AgentInteractionDuration + CustomerHoldDuration + AfterContactWorkDuration
    •  Intercom
      • Chat: lastConversationPart.created_at - firstConversationPart.created_at

Average handle time

  • Description: Average time that it took to resolve a call or chat case in the selected time range (typically looking at cases by created date).
  • Calculation: sum(Handle Time) / number of contacts

Agent ticket time (solved)

  • Description: The total time an agent spent viewing solved tickets. 
  • This metric is currently only available for Zendesk through the Assembled Zendesk app

Agent tickets touched (solved)

  • Description: The number of distinct solved tickets an agent viewed.
  • This metric is currently only available for Zendesk through the Assembled Zendesk app

Agent average handle time (solved)

  • Description: The average time spent by an agent per solved ticket.
  • Calculation: sum(Agent ticket time (solved)) / Agent tickets touched (solved)
  • This metric is currently only available for Zendesk through the Assembled Zendesk app

Cases solved

  • Description: Number of cases solved by an agent or group of agents in the selected time range (typically looking at cases by created date).
  • Calculation: count(cases solved)
  • Important note: how cases are solved can vary depending on your configuration. For example, a case solved multiple times by the same agent can count as multiple solves of a single solve.

Solved (per scheduled hour)

  • Description: Number of cases solved by an agent or group of agents by scheduled hour.
  • Calculation: Cases Solved / sum(scheduled productive hours)

Solved (per actual hour)

  • Description: Number of cases solved by an agent or group of agents by actual productive hour worked.
  • Calculation: Cases Solved / sum(productive hours worked)

CSAT Responses Received

  • Description: The number of tickets for which an agent received a CSAT score from the customer.
  • Calculation: count(number of tickets with a CSAT Score)

Average CSAT Score

  • Description: The average CSAT score received by an agent.
  • Calculation: sum(CSAT Scores) / number of tickets with a CSAT Score

Time to answer

  • Description: Total time that it takes and agent or group of agents to respond to a call or chat in the selected time range (typically looking at cases by created date).
  • Calculation: first response time - first contact time

Average time to answer

  • Description: Average time that it takes and agent or group of agents to respond to a call or chat in the selected time range (typically looking at cases by created date).
  • Calculation: Time to Answer / count(contacts)

Contacts received

  • Description: Total number of inbound contacts received, regardless of subsequent messages and number of tickets or cases in the selected time range (typically looking at cases by created date).
  • Calculation: sum(contacts received)

Service level

  • Description: Percent of time that the Service Level Agreement (SLA) is met for the contacts in the selected time range (typically looking at cases by created date). For email, the service level takes in to account business hours if configured.
  • Calculation: sum(first contacts that have met SLA) / sum(first contacts)

Cases reassigned away

  • Description: Number of tickets/cases that have been reassigned from agent A to agent B in the selected time range (typically looking at cases by created date).
  • Calculation: sum (cases reassigned)

Reassigned away rate

  • Description: Number of tickets/cases that agent A reassigns to another agent within the same queue as a percent of all tickets/cases that get assigned to agent A in the selected time range (typically looking at cases by created date).
  • Calculation: tickets reassigned from agent A to an agent in same queue / (number of tickets reassigned from agent A to an agent in the same queue + number of tickets transferred from agent A to an agent in a different queue + number of tickets solved by agent A) x 100

Cases transferred away

  • Description: Number of tickets/cases that have been transferred from agent A to another queue in the selected time range (typically looking at cases by created date).
  • Calculation: sum (cases transferred away)

Transfer away rate

  • Description: Number of tickets/cases that agent A transfers from queue 1 to another queue as a percent of all tickets/cases that get assigned to agent A in the selected time range (typically looking at cases by created date).
  • Calculation: tickets transferred from agent A to a different queue / (number of tickets reassigned from agent A to an agent in the same queue + number of tickets transferred from agent A to an agent in a different queue + number of tickets solved by agent A) x 100

Cases solved on first contact

  • Description: Number of email tickets/cases that an agent or group of agents resolves with a single message in the selected time range (typically looking at cases by created date).
  • Calculation: sum(tickets/cases resolved with a single response)
  • Important note: Solves can be counted different ways in Assembled depending on your configuration. Either only the final solve counts or every solve counts. And how a solve is defined can also be configured. If desired, a change to Pending can count as a solve.

First contact resolution rate

  • Description: Percent of email tickets/cases resolved with a single response in the selected time range (typically looking at cases by created date).
  • Calculation: First Touch Resolution / sum(email tickets/cases solved) x 100

New {Calls/Tickets/Chats}

  • Description: New contacts received in the selected time range (typically looking at contacts by created date).
  • Calculation: sum( new contacts)

Open {Calls/Tickets/Chats}

  • Description: Open contacts in the selected time range (typically looking at contacts by created date).
  • Calculation: sum( open contacts)

{Calls/Tickets/Chats} On Hold

  • Description: Contacts on hold in the selected time range (typically looking at contacts by created date).
  • Calculation: sum(contacts on hold)

Pending {Calls/Tickets/Chats}

  • Description: Pending contacts in the selected time range (typically looking at contacts by created date). In some cases pending tickets may count as solved depending on your settings.
  • Calculation: sum( pending contacts)

Messages sent

  • Description: Shows how many messages or external comments an agent sent to a customer. 
  • Calculation: count(messages sent)
  • Channel constraints:  We'll populate messages sent in the channel that the supported integration is mapped to in Assembled, and not all integrations support this metric. If you choose to map some tickets to a non-email channel, messages sent for those tickets will show up in that channel (theoretically, including Phone, though we don't recommend it).
  • Integration constraints:
    • Zendesk (excluding Zendesk Chat and Zendesk Talk)
      • By default, Assembled maps Zendesk tickets to the Email channel, but they can also be mapped to Chat. With Zendesk Messaging, many Assembled customers choose to map to the Chat channel
      • Messages in Assembled correspond to public comments in Zendesk
    • Intercom
      • Messages in Assembled correspond to conversation parts where the author type is admin, lead, or user, and the part type is comment, assignment, close, or open
      • If a conversation part has the same author as the prior part, meets all of the above criteria, and is sent less than 5 minutes after the prior conversation part, we merge these parts into a single message count in Assembled
    • Kustomer
      • Messages in Assembled correspond to messages in Kustomer
    • This metric is not currently supported for other integrations 

Messages sent (per scheduled hour) {Email}

  • Description: Number of messages that an agent sent via the email channel by scheduled hour.
  • Calculation: Messages sent/ Total scheduled productive hours

Messages sent (per actual hour) {Email}

  • Description: Number of messages that an agent sent via the email channel by actual hour.
  • Calculation: Messages sent/Total productive hours worked

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