Queue reports in a call center system provide a concise summary of the performance and status of call queues. These reports typically include information such as the number of calls waiting, average wait times, service levels, and agent availability. By analyzing queue reports, call center managers can gain insights into the efficiency of call handling, identify potential bottlenecks, and make data-driven decisions to optimize overall customer service and agent productivity.
¶ KPI Analysis
Key Performance Indicator (KPI) analysis involves the examination and interpretation of specific metrics to evaluate the performance and effectiveness of the call center operations. KPIs serve as measurable values that reflect critical aspects of the call center's efficiency and customer service quality.
In Bonga Cloud, you have access to the following for a specified period:
- ANSWERED: Refers to the number of incoming calls that were successfully picked up and handled by agents or the automated system.
- ABANDONED: Represents the number of incoming calls that were terminated by callers before being answered or serviced by agents.
- ABANDONMENT RATE: The percentage of incoming calls that were abandoned by callers before being answered, calculated as the ratio of abandoned calls to total incoming calls.
- AVERAGE CALL TIME (MINS): The average duration, in minutes, that an agent or the automated system spends handling an incoming call. It includes talk time, hold time, and any additional post-call work.
- HANDLING TIME (MINS): The total time, in minutes, that an agent spends actively handling a call, including talk time and any post-call work. It excludes hold time.
- TOTAL CALLS: Represents the overall count of incoming calls, including both answered and abandoned calls, during a specified period.
The report data is filterable by agent.
¶ Service Level
In the context of call center reports, "service level" refers to a key performance indicator that measures the percentage of calls that are answered within a predefined target time. The target time is often set based on service level agreements (SLAs) and reflects the call center's commitment to providing timely and efficient customer service.
The percentage of calls answered within a specified time frame, indicating the responsiveness of the call center. This is true for all queues available to you.
Graphical:
Tabular:
¶ Repeat Callers
This refers to individuals who contacted your organization more than once for assistance or inquiries within a specified timeframe. These callers may have unresolved issues from previous interactions, require further clarification, or seek additional assistance.
Monitoring and managing repeat callers can be crucial for optimizing customer satisfaction and operational efficiency within the call center environment.
¶ First Call Resolution
This metric refers to the ability of a customer service representative to address and resolve a customer's issue or inquiry during their initial contact with the organization, without the need for the customer to follow up or make additional calls. This is a metric used in call centers to gauge the efficiency and effectiveness of customer service interactions.
Achieving a high FCR rate indicates that the call center is proficient in resolving customer issues promptly and satisfactorily, which often correlates with higher customer satisfaction levels and improved operational efficiency.
Graphical:
Tabular:
