Hi Dan,
We monitor on the status code report their different status codes. So not specifically their busy time but we measure how long they were in lunch, how long they were in break, how long they were in outbound call status, how long they were in computer issue status. Things like that..
The metric (at the moment) we are most focused on is our answer % / accepted %
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Drew Vance
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Original Message:
Sent: 03-28-2022 12:37
From: Dan Ray
Subject: Best Report for CSR Agent Activity - KPI's
Thanks Drew. What metric do you zero in on for your call center? What expectations/thresholds do you set? Do you have a "Busy Time" minimal amount for those working an 8 hour shift, for example? etc
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Dan Ray
Original Message:
Sent: 03-28-2022 12:36
From: Drew Vance
Subject: Best Report for CSR Agent Activity - KPI's
Hi Dan
If your currently using the 8x8 Contact Center we have several reports we use.
The best reports we use to measure the inbound call queue agents are the Agent Interactions / Summary; Agent Interactions / Call Details; Agent Status / By Status Code.
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Drew Vance
Original Message:
Sent: 03-25-2022 09:21
From: Dan Ray
Subject: Best Report for CSR Agent Activity - KPI's
What has been the best report and best statistic you use managing a call center to run as a KPI for your team? Which stats show the full picture of how agents are keeping themselves busy (i.e. Working) when inbound calls are slow on a project you commission them to dial out on when inbound fluctuates?
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Dan Ray
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