UMP
Key Performance Indicators
Editor：Justin Jin
Author：Justin Jin，Tee Meng You Date：2013-04-16
Version：Version001
Preface
This document as UMP Key Performance Indicators (KPI) and different packages containing different indicators, and will explain the role of indicators and conditions for each parameter. KPI will be divided into two packages, Basic and advanced packages. As to the CRM’s KPI for customized and extra development, most of it will be done with CRM which is not popular in the market.
KPI packages include the indicator list, there are 2 packages included in the list, which are basic and advanced package. The list will show the KPI belong to which packages and the data sources as well.
KPI Nname Basic Advance CTI VCLog WFM CPCe CRM
Agent Average Talk Time Agent QM Rate Agent Appeal Rate Re-score Rate Appeal Success Rate Agent Average Score Average AHT Agent ACW Rate Agent ACW and Call Duration Ratio Agent hold Time rate Customer Abandon rate Service Level Agent Average Call Volume Average hold time Average ACW Time Average ring time QA Completed Task rate QA Complaint Rate
QA QM volume Forecast Labor Cost Manage Time Ratio
Rest Time ratio Customer Service Time Ratio Training Time Ratio Attrition Rate Workload Forecast Deviation AHT Forecast Deviation Agent Idle Time rate Agent Idle Time Rate (Not Included AUX time) Agent Work Rate First Call Resolution Staff Utilization rate Schedule Adherence Rate Self-service ratio
Specific KPI has specify explanation, including descriptions, data sources, formulas, version, etc.
1
. Agent Average Talk Time
Description: Calculate agent’s average talk time (ATT), can calculate based on day/week/month/quarterly/year/skill group/department.
Data Sources：VCLog
Formula：Agent Total Talk Time/Agent Total Calls Remarks：Formula parameter is from VCLog Version：Basic
2.
Agent QM Rate
Description：Calculate ratio for number of agents being scored over the agent total call. Can be calculate based on day/week/month/quarterly/year.
Data Sources：CPCe
Formula：Total number of agent evaluated/agent total call * 100% Remarks：Formula parameters is from CPCe
Version：Basic
3.
Agent Appeal Rate
Description：Calculate ratio of number of agent appeal over agent been evaluated, can based on day/week/month/quarterly/year
Data Sources：CPCe
Formula：Total number of Agent Appeal/Agent evaluated * 100% Remarks：Formula parameters is from CPCe
Version：Basic
4.Re-score Ratio
（
In terms of Single Agent）
Description：Calculate ratio for re-score amount over the evaluated QA, can be based on day/week/month/quarterly/year.
Data Sources：CPCe
Formula：Total number of agent re-score/ number of evaluated QA * 100% Remarks：Whole parameters for formula are derived from CPCe
Version：Basic
5.Appeal Success Rate
（
In terms of single agent）
Description：Calculate ratio for number of re-score during agent evaluation over number of agent appeal, based on day/week/month/quarterly/year, agent/department/skill group.
Data Sources：CPCe
Formula：Total number of agent’s re-score/total number of agent appeal * 100% Remarks：Formula parameters is from CPCe
Version：Basic 6.Agent Average Score
Description ： Statistic on agent average score, based on day/week/month/quarterly/year. Agent/department/skill group
Data Sources：CPCe
Formula：Agent total score/Agent evaluated recording number Remarks：Formula parameters is fromCPCe
Version：Basic
7.
AHT
Description ： Statistic on AHT for agent, small group or entire call center ， based on day/week/month/quarterly/year. Agent/department/skill group
Data Sources：VCLog，CTI
Formula：（Total call duration+ACW Total time）/ Total number of calls
Remarks：Total call duration and recording number from VCLog, ACW total time from CTI Version：Basic
8.
Agent ACW Efficiency
Description ： Statistic on agent ACW over total working hour, based on day/week/month/quarterly/year. Agent/department/skill group
Data Sources：VCLog，CTI
Formula：ACW Time/（ACW Time+ Call duration） *100%（ACW Time+ Call Duration=AHT） Remarks：ACW time from CTI，call duration from VCLog
Version：Basic
9.
Agent ACW and Call Duration Ratio
Description：Statistic on agent ACW and call duration ratio. Data Sources：VCLog，CTI
Formula：ACW time/call duration*100%
Remarks：ACW time from CTI，call duration from VCLog Version：Basic
10.
Agent Hold Time Rate
Description：Statistic on agent hold time over call duration Data Sources：VCLog，CTI
Formula：Hold Time/Call Duration*100%
Remarks：hold time data from CTI，call duration from VCLog Version：Basic
11.
Customer Abandon Rate
Description：Statistic on call center that customer auto abandon the call during ringing over the total amount of call.
Data Sources：ACD，VCLog
Formula：Total number of call abandon during ringing/（Total recording + total abandon amount） *100%
Remarks：Abandon rate data from ACD，total number of recording from VCLog Version：Basic
12
.Service Level
Description：Statistic on contact center service level Data Sources：ACD
Formula：ACD data
Remarks：Most data from ACD Version：Basic
13.
Agent Average Call Volume
Description ： Statistic on Call center agent’s average call volume, based on day/week/month/quarterly/year. Agent/department/skill group
Data Sources：VCLog
Formula：Agent Total Calls/Statistic Time Unit
Remarks：Most data from VCLog（Also from the CTI） Version：Basic
14.
Average Hold Time
Description ： Statistic on agent’s average hold time on each call, based on day/week/month/quarterly/year. Agent/department/skill group
Data Sources：CTI
Formula：Total Hold time/Total number of call Remarks：Most Data from CTI
Version：Basic
15
.Average ACW Time
Description：Statistic average time of ACW for agents, based on day/week/month/quarter, agent/department/skill group
Data Sources：CTI
Remarks：Most data from CTI Version：Basic
16.
Average Ring Time
Description ： Statistic agent average ring time can be display base on daily/weekly/monthly/quarterly/yearly，agent ID/department/skillset group
Data Sources：CTI
Formula：Total duration of response call answered/Total number of call answer Remarks：All data from CTI
Version：Basic
17.
Quality Assurance Task Completion Rate
Description ： Statistic of QA to complete the task situation can be display base on daily/weekly/monthly/quarterly/yearly
Data Sources：CPCe
Formula：Total number of task completed by QA/Total number of task accepted by QA*100% Remarks：All data from CPCe
Version：Basic
18.
Quality Assurance complaint Rate
Description ： Statistic of QA complaint situation can be display base on daily/weekly/monthly/quarterly/yearly
Data Sources：CPCe
Formula：Total number of complaint QA/Total quality of QA*100% Remarks：All data from CPCe
Version：Basic
19.
Quality Assurance QM Volume
Description ： Statistic of QA QM volume can be display base on daily/weekly/monthly/quarterly/monthly
Data Sources：CPCe
Formula：Volume of QA quality monitor Remarks：All data from CPCe
Version：Basic
20.
Forecast Labor cost
Description：Forecast the cost of contact center staff Data Sources：WFM
Formula：Predict agent working hours*Hourly wage Remarks：Formula parameter from WFM
Version：Advance
21.
Manage Time Ratio
Description：Statistical on agent management time spent of the total working hour in proportion can be display base on daily/weekly/monthly/quarterly/yearly
Data Sources：WFM
Formula：Total management spent time/Total working hour*100% Remarks：All Data from WFM
Version：Advance
22.
Rest Time Ratio
Description：Statistical on agent rest time spent of the total working hour in proportion can be display base on daily/weekly/monthly/quarterly/yearly
Data Sources：WFM
Formula：Total rest time/Total working hour*100% Remarks：All Data from WFM
Version：Advance
23.
Customer Service Time Ratio
Description：Statistical on agent call answers time spent of working hour in proportion can be display base on daily/weekly/monthly/quarterly/yearly
Data Sources：WFM
Formula：Total time of call answer/Total working hour*100% Remarks：All data from WFM
Version：Advance
24.
Training Time Ratio
Description：Statistical on agent training time spent of working hour in proportion can be display base on daily/weekly/monthly/quarterly/yearly
Data Sources：WFM
Formula：Total training time spent/Total working hour*100% Remarks：All data from WFM
25.
Attrition rate
Description：Statistic actual contact center staff leaves of total number of employee’s ratio Data Sources：WFM
Formula：Actual employee leaves/Total employee*100% Remarks：Formula parameter from WFM
Version：Advance
26.
Workload Forecast Deviation
Description：Statistics group or contact center agent or actual workload and the workload of the deviation rate forecast (This deviation will be better for future work shift or arrangement to do a better prediction. This work is in the agents working time)
Data Sources：WFM，CTI
Formula：（Actual workload-Predict workload）/Predict workload*100% Remarks：Actual workload from CTI，Predict workload from WFM Version：Advance
27.
AHT Forecast Deviation
Description：Statistics group or contact center agents or actual AHT value and the predicted ATH deviation rate (This KPI also calculate abandon call)
Data Sources：WFM，VCLog
Formula：（Actual AHT-Predicted AHT）/Predicted AHT*100% Remarks：Actual AHT from VCLog，predict AHT from WFM Version：advance
28.
Agent Idle Time Rate
Description：Statistic agent idle time of total working time in the proportion Data Sources：CTI, WFM
Formula：Idle time/working hour*100%
Remarks：Idle time from CTI，Working hour from WFM Version：Advance
29
. Agent Idle Time Rate（Not include AUX time）
Description：Statistic agent idle time of total working time in the proportion（Not include AUX time）
Data Sources：CTI, WFM
Formula：Idle time/（total working time-total AUX time）*100%
Remarks：Idle time from CTI，Working hour from WFM，AUX from CTI Version：Advance
30.
Agent Work Rate
Description：Statistic agent call time，ACW time，idle time of the total budget time in the proportion (AUX time is more difficult to estimate，agents are not answer the call in AUX time. it may affect the services level of call centers and other key indicator and will calculate the statistic of KPI. Of course, this is also calculating the abandon call.) Data Sources：CTI，VCLog，WFM
Formula：（agent call time+ACW time+idle time）/schedule working hour*100%
Remarks：agent call time from VCLog，ACW and idle time from CTI，schedule working hour from WFM
Version：Advance
31
. First Call Resolution Rate
Description：Statistic of first call resolution rates of total call volume proportion. Data Sources：CTI，vclog
Formula：Total number of one-time resolution call/total number of call*100%
Remarks：total number call of One-time resolution from CTI，total number of call from Vclog Version：Basic
32
. Staff utilization Rate
Description：Actual working staff of total staff call center in the proportion Data Sources： WFM
Formula：Actual working staff/total number of staff call center*100%（If two shift or three shift will divide by total number of staff? (Use 1 shift to calculate. For abandon call also calculated.）
Remarks：actual working agent from CTI，total number agent of call center from WFM Version：Advance
33
. Schedule Adherence Rate
Description：statistical agent scheduled time status Data Sources： WFM
Formula ： number of agent does not work according to the shift /total number of agent working*100%
Remarks：Actual working time from CTI and scheduled working time from WFM comparison, total number of agent working from WFM
Version：Advance
34
. Self-Service Ratio
Description：Comparison between numbers of self-service and number of manually resolve Data Sources： CTI
Formula： （Total amount of incoming call-amount of IVR）/incoming call amount*100% Remarks：Formula of data from CTI
