Key Performance Index

[Calum]

Hi, I've been asked to details some KPI's in our Genesys environment. Do any of you use KPI's?

[Grzegorz Ostrowski]

What kind of KPI you mean measures for Call Center perfmance from business point of view or KPIs for technical performance of Genesys environment?

[Calum]

Ideally both.

[Grzegorz Ostrowski]

We use mostly following KPI's to measure Call Center performance from business point of view (in brackets KPIs values we usually use as a target/minimum):

%Abandoned calls (dependend on skill for most of them should be < 5%) as Abandoned Calls we count both Abandoned and Abandoned from Ringing
%Answered calls (dependend on skill for most of them should be > 95%)

Service Level (dependend on skill for most of them should be >= 95% with treshold for Answered calls = 20 s. and 5 s. for Short Abandoned)

Average Speed of Answer (ASA) (dependend on skill for most of them should be < 10 s.)

We also use (as a less important KPIs)
Max Waiting Time
Answered in Tresholds (3 s, 35s, 57 s., 710 s., 1015 s, 1520 s., 2530 s. 3040 s., >40 s.)
Abandoned in Tresholds (3 s, 35s, 57 s., 710 s., 1015 s, 1520 s., 2530 s. 3040 s., >40 s.)

For measuring individual agents we use another set of KPIs.