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Core conversation metrics

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Below are the Core Conversation and Agent metrics used in reporting, with detailed explanation and examples.

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Chat Conversation Sample.

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Queue time

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Answer time

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Assigned agent time

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Handle time

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Average handle time

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Wrap up time

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Abandon time

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Consults, transfers, and outbounds

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Consults

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Consult means a Human Agent is consulting another Human Agent while servicing a conversation. The Human Agent who initiated the consult stays in the conversation. while the agent consulted drops off.

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Transfers

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A Human Agent can leave a call and transfer it to another entity to continue servicing the call. This entity can be:

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Let us look at an example of a transferred conversation. In this example, we see that an agent initiated a transfer (row 3, Initiated Transfer = Yes), to another HumanAgent (row 5, Transferred = Yes). This On-Platform Transfer (within the platform) is of type Cold Transfer (note that the initiating Agent left before the recipient of the Transfer joined).

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Sample Transferred Call.

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Outbounds

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While servicing a conversation with a Traveler, a Human Agent can make a call outside of the platform to another Human Agent or Supplier to continue servicing a call – this is an Outbound. The difference between a Transfer and an Outbound is that the initiating agent of the Outbound call stays in the conversation, while in Transfers, the initiating agent leaves the conversation to another entity who will continue to service the conversation.

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Outbound count

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Outbound time

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Let us look at an example of an Outbound call. In this example, a Human Agent handling a Traveler’s call initiated an Outbound call (row 3, Initiated Outbound = Yes) to a Supplier (row 4, Outbound = Yes), in order to continue servicing the Traveler.

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Sample Outbound Conversation.

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Agent metrics

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Productive hours

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Occupancy

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Productive agents (Queue group realtime)

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Ready agents (Queue group realtime)

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Available time

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Initial response time

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