Genesys CTI User Forum

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

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.