How to Measure performance in Interaction centre

[former_member365058]

Dear Experts

Pls tell me whether can we measure IC agent performance based on calls attended by them in interaction center.

If yes, how?

Regards

Rajat

[Former Member · Accepted solution]

Dear Gurinder

There are various ways of findout out IC agent's performance in a call center.

There are some standard reports which are given by BI through which the performance can be measures

Some of these reports are

Abandonment Rate

Average Time to Abandonment

Volume of Connections

Transfers

Service Level

Average Response Time

Average Handling Time

The above reports can help find out out not only the agent's performance but also the performance of the entire process.

Let me give you an example of how these reports can figure out Agent's performance

- Let's take an excample of Handling time. Handling time in a generic way is defined as the time taken to talk to a customer.

Handling time is more often then not one of the most important metrics of running a call center.

Let's assume that the avegare handling time of a call center is 5 minutes but the average handling time of a particular agent is 8 minutes then this gives you an idea of the performance of this agent.

Another metric could be First call resoloution. This means how ofetn the call is resolved in first interaction itself.

There is a particular way to feed data to BI to get the analysis of the above mentioned reports. This way is that data come from the CTI provider gets loaded in CRM in some tables through a function module and then extracted by BI for this analysis.

Another way of conducting analysis is Blended analytics. Please read about it.

Thanks

Tarang

[Former Member]

I agree with Joaquin, who is your CTI vendor? we currently have Cisco and have to use the Cisco reporting tool for that type of metric.

SAP BCM is easier to integrate in to BW if you are using BW.

You can look at what type of document you are using for the interaction record, the header field category CRMT_ACTIVITY_CATEGORY should show you phone, email, url, chat ( phone & chat only if you are using a CTI solutuon like BCM, cisco, avia,)

[joaquin_fornas]

Hi

If you are using BCM there is an "agent statistics" functionality for your purposes, but from CRM side I think there is no way to perform such report. If you are using a telephony provider, you may ask them to see if they can do it from their side.

Maybe in BW there is some cube (Statistics table RSDDSTAT comes to my mind, but I'm not a big BW expert) where you can extract data for such statistics.

Hope it helps

Joaquin