List of metrics and definitions

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

• Description: Number of hours that the agent worked during the specified interval regardless of their schedule.
• Calculation: sum( 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: % of time that the agent was in adherence for productive events during the specified interval (max 100%, if they followed their productive scheduled events exactly).
• Calculation: (time in adherence during scheduled productive time / scheduled productive time) x 100

Scheduled hours (total)

• Description: Time the agent worked during the specified interval.
• Calculation: sum(all scheduled hours)

Scheduled hours (productive)

• Description: Time the agent worked on “productive events” during the specified interval.
• Calculation: sum(scheduled productive hours)

Occupancy

• Description: Percent of logged-in time that an agent spent actively working on customer issues.
• Calculation for chat: on_chat/ (available + on_chat) x 100
• Calculation for phone: on_call + wrap_up + after_call_work/ (on_call + wrap_up + after call work + online) x 100

Utilization

• Description: Amount of time an agent was scheduled for productive events as a percent of all time scheduled for that agent, regardless of whether or not they were adhering to the schedule.
• Calculation: (scheduled productive time/ all scheduled time) 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 lost during scheduled productive periods.
  
• Calculation: 100%-adherence%- other unaccounted time**
• ** this includes small time between tickets but NOT things like lunch, break, meetings

Aggregate Ticket and Message Metrics

Handle time

• Description: Total time that an agent or group of agents were handling tickets for all tickets included in the selected time range (typically looking at cases by created date).
• Calculation: call end time - call start time
• Platform specific default definitions:
  • Kustomer:
    • Phone: endedAt - answeredAt
    • Chat: endedAt - firstResponse.createdAT
  • Zendesk:
    • Phone: duration
    • Chat: duration (defined as first response in chat to last response)
  • Salesforce
    • Case
      
      • Phone: ClosedDate - CreatedDate
      • Chat: ClosedDate - CreatedDate
    • LiveChatTranscript
      
      • Chat: EndTime - CreatedDate
  •  Talkdesk:
    • Phone: call.EndAt - call.StartAt
  • UJET:
    • Phone: EndsAt -  queuedAt OR connectedAt
    • Chat: EndsAt - FirstMessageSentAt
  • Five9:
    • Phone: (call.Timestamp + callTime) - call.timestamp
  • Intercom
    • Chat: lastConversationPart.created_at - firstConversationPart.created_at

Average handle time

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

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(logged productive hours)

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

• 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)

Reassignment 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

First Touch Resolution

• Description: Number 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 Touch 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 {Email}

• Description: The number of messages that an agent sent via the email channel for a specific time period. Any external comment to a customer is considered a "message." 
• Calculation: sum( messages sent)