D01 Metric Summary

The Metric Summary dashboard shows a summary of performance measures for customer contacts for the time period selected in the filter pane. This dashboard has five views that focus on five different customer service channels, plus an All view that combines data from all channels.

Note: This dashboard is also available in an alternative version titled D01 Metric Summary IsAvg. That version displays all of the same data items, but it shows metrics that are calculated using IsAvg logic.

Filters

The filter pane for this dashboard includes the following filters.

Date: specify a range of dates for this dashboard's data
Seller Name
Store Name

Your filter selections are synchronized across all six views of this dashboard. If you make a Date filter change in the Phone view, for example, and then switch to the Chat view, your new Date selection is brought into the Chat view.

Data Items: All

The All view shows combined metrics including all customer care channels: Phone, Email, Chat, SMS, and Social. To switch to this view, click All in the gray header bar of the dashboard.

You can see values summarized by Hourly, Daily, Weekly, Monthly, Quarterly, or Yearly time units. To change the time unit of the tables, make a selection from the Select Time Period menu, and click Apply.

Column	Description
Date	The time period for this row's data.
Calls Offered	The total number of phone calls that arrived in the queue to be answered by agents.
Calls Handled	The number of phone calls in which an agent spoke to a customer.
Phone Avg Speed of Answer (S)	Average speed to answer, in seconds.
Phone Service Level	The percentage of phone calls that met the threshold for target speed to answer.
Email Received	The total number of emails received.
Email Responses Total	The number of responses sent to customers.
Email Average Response Time (H)	The average time, in hours, between receiving a customer email and sending a response.
Email Service Level	The percentage of email responses that were sent within the target response time.
Chats Offered	The total number of chats that arrived in the queue.
Chats Handled	The number of chats in which the customer received a response.
Chat ASA (S)	For chats, the average speed to answer, in seconds.
Chat Service Level	The percentage of chat responses that were sent within the target response time.
Social Offered	The number of messages received through social channels.
Social Responded	The number of social responses sent.
Social Avg Response Time (H)	The average response time for social interactions, in hours.
Social Service Level	The percentage of social responses that were sent within the target response time.
SMS Offered	The number of SMS messages received.
SMS Handled	The number of SMS responses sent.
SMS Service Level	The percentage of SMS responses that were sent within the target response time.

Data Items: Phone

To switch to the Phone view, click Phone in the gray header bar of the dashboard.

Select Time Period

Table Selector

There are several tables that show summaries of phone activity. Click any link to display the corresponding table. The choices are:

Aggregate by Time
Aggregate by Region and Time
Metric Summary

Aggregate by Time

This table summarizes phone call performance by time period.

Column	Description
Date	The time period for this row's data.
Service Level	The percentage of calls that met the threshold for target speed to answer.
Avg Speed of Answer (S)	Average speed to answer, in seconds.
Abandon Calls (N)	The number of calls abandoned by customers before an agent answered.
Abandon Rate (N)	The percentage of calls that were abandoned by customers.
% to Client Locked	The volume of offered calls, expressed as a percentage of the client's locked forecast.
Offered	The total number of calls that arrived in the queue to be answered by agents.
Handled	The number of calls in which an agent spoke to a customer.
Client Locked	The number of calls expected, per the client's locked forecast.
Avg Handle Time (S)	The average handle time per call, in seconds. Handle time is the time an agent spent handling a customer's issue, calculated as talk time (ATT) + after call work (ACW) + hold time.
Avg Aftercall Work Time (S)	The average after call work, in seconds.
Avg Hold Time (S)	The average time a customer was on hold during the call, in seconds.
Avg Talk Time (S)	The average time, in seconds, of the actual conversation between agent and customer.
Max Delay (S)	The longest time any single customer waited before reaching an agent, in seconds.

Aggregate by Region and Time

This table summarizes phone call performance by time period and geographic region.

Column	Description
Date	The time period for this row's data.
Region	The geographic region.
Split %	The share of calls for this time period handled by agents in this region.
Handled	The total number of calls handled by agents in this region.
Avg Handle Time (S)	The average handle time per call, in seconds. Handle time is the time an agent spent handling a customer's issue, calculated as talk time (ATT) + after call work (ACW) + hold time.
Avg Aftercall Work Time (S)	The average after call work, in seconds.
Avg Talk Time (S)	The average time, in seconds, of the actual conversation between agent and customer.
Avg Hold Time (S)	The average time a customer was on hold during the call, in seconds.

Metric Summary

This table summarizes phone call performance by VDN routing classifications.

Column	Description
VDN Report Class	The classification of the call routing, for example, Agent or Interactive.
VDN Skill	The skill classification used for call routing, usually Sales or Service. This is another broad classification of VDN usage.
Handled	The total number of calls handled.
Offered	The total number of calls routed to the queue.
Abandon Rate (G)	The gross percentage of calls abandoned by customers before reaching an agent. The gross total of abandoned calls includes calls that are shorter than the agreed-on short abandon threshold.
Abandon Calls (G)	The gross number of calls abandoned by customers before reaching an agent. The gross total of abandoned calls includes calls that are shorter than the agreed-on short abandon threshold.
Abandon Rate (N)	The net percentage of calls abandoned by customers before reaching an agent. The net total of abandoned calls excludes all calls that are shorter than the agreed-on short abandon threshold.
Abandon Calls (N)	The net number of calls abandoned by customers before reaching an agent. The net total of abandoned calls excludes all calls that are shorter than the agreed-on short abandon threshold.
Service Level	The percentage of calls that met the service level threshold.
Average Speed of Answer (S)	Average speed to answer, in seconds.
Avg Handle Time (S)	The average handle time per call, in seconds. Handle time is the time an agent spent handling a customer's issue, calculated as talk time (ATT) + after call work (ACW) + hold time.
Avg Aftercall Work Time (S)	The average after call work, in seconds.
Avg Hold Time (S)	The average time a customer was on hold during the call, in seconds.
Avg Talk Time (S)	The average time, in seconds, of the actual conversation between agent and customer.
Avg Abandon Time (S)	The average waiting time, in seconds, of calls that ended with customers hanging up before reaching an agent.

Data Items: Email

To switch to the Email view, click Email in the gray header bar of the dashboard.

Column	Description
Date	The time period for this row's data.
Total Received	The total number of emails received.
Received (Email Case)	Messages that originated from the customer's email.
Received (Web2 Case)	Message that originated from the store's contact web form.
Total Responses	The number of responses sent to customers.
Service Level Responses	The number of responses that are counted when calculating the service level target.
Responses In Service Level	The number of service level responses that were sent within the target response time.
Service Level	The percentage of responses that were sent within the target response time.
Originated	The number of emails sent that were not direct responses to incoming emails.
Deleted	The number of received emails that were deleted.
Spam	The number of incoming emails that were determined to be spam.
Avg Response Time (H)	The average time, in hours, between receiving a customer email and sending a response.
Max Response Time (H)	The longest time, in hours, between receipt of an email and sending a response.
Backlog	The total number of emails added to the backlog of unanswered emails during this time period.
Backlog Avg Open Time	Of emails in the backlog, the average number of hours since the email was received.
Client Locked	The number of emails expected, per the client's locked forecast.
% to Client Locked	The volume of emails received, expressed as a percentage of the client's locked forecast.
Contacts Per Order	The ratio of emails received per order.

Data Items: Chat

To switch to the Chat view, click Chat in the gray header bar of the dashboard.

Column	Description
Date	The time period for this row's data.
Service Level	The percentage of chats that met the service level threshold.
Avg Speed of Answer (S)	Average speed to answer, in seconds.
Abandon Chats (N)	The number of chats abandoned by customers before an agent responded.
Abandon Rate (N)	The percentage of chats that were abandoned by customers.
Avg Abandon Time (N)	Of abandoned chats, the average number of seconds before the customer abandoned the chat.
% to Client Locked	The volume of offered calls, expressed as a percentage of the client's locked forecast.
Offered	The total number of chats that arrived in the queue.
Handled	The number of chats in which the customer received a response.
Client Locked	The number of chats expected, per the client's locked forecast.
Avg Handle Time (S)	The average handle time per chat, in seconds.
Max Delay (S)	The longest time any single customer waited before receiving a response.

Data Items: SMS

To switch to the SMS view, click SMS in the gray header bar of the dashboard.

This table summarizes SMS performance by time period.

Column	Description
Date	The time period for this row's data.
Service Level	The percentage of SMS interactions that met the service level threshold.
Offered	The number of SMS messages that reached the queue to be answered by agents.
Handled	The number of SMS sessions in which an agent interacted with a customer.
Avg Handle Time (H)	The average handle time for an SMS session, in hours.

Data Items: Social

To switch to the Social view, click Social in the gray header bar of the dashboard.

This table summarizes social performance by time period for each social platform.

Column	Description
Date	The time period for this row's data.
Received	The number of messages received through social channels.
Responses	The number of responses sent.
Avg Response Time (H)	The average response time, in hours.