Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Calum on January 01, 1970, 12:00:00 AM
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Hi, I've been asked to details some KPI's in our Genesys environment. Do any of you use KPI's?
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What kind of KPI you mean measures for Call Center perfmance from business point of view or KPIs for technical performance of Genesys environment?
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Ideally both.
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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.