Sr.

No Metric Name Description of Metric

1 Total Offered Volume Date wise actual offered volume for the particular channel

Date wise actual Answered volume for the particular

2 Total Answered Contacts channel

3 Service Level % Service level performance for the day, % of contacts

answered within target service time

Abandoned% for the day, % of contacts abandoned in a

4 Abandon % day

5 Answered % Answering % for the day, % of calls answered in a day

6 AHT Average Call Handle time, time spent on call including talk
time, hold time & after call work.

7 Quality Score Agent Call Audit Score

Customer Satisfaction level based on results obtained

8 C-SAT from random C-SAT Surveys. (Reported results only
includes scores related to the service rendered in the
contact centre and not d3 as a whole)

9 Staff time Delivered Total staff time given by CSR for that particular channel

10 Planned Absenteeism% Number of CSR on planned leaves

11 Unplanned Absenteeism% Number of CSR absent without informing

12 Total Absenteeism% Overall shrinkage including planned and unplaned leaves

13 Appointment Number of appointment captured in medware on

customer request

14 Utilization % Time that CSR was Utilized

15 Occupancy Time that CSR was Occupied on calls

 Controls if any (incase of
Formula Source File Name manual calculation need to list the
controls in place to ensure the data
published is accurate

Total volume recieved for the month Vocalcom Inbound

detailed report

Vocalcom Inbound
Total volume answered for the month detailed report
● Check Date
● Check formula
Calls Answered within 20 sec/ Calls Offered Vocalcom Inbound ● Answered + Abandon Calls
detailed report
= Offered
● Check
BucketDate
wise Answered Calls
Vocalcom Inbound ● Process Name
Calls Abandond/Calls Offered detailed report ● Answered + Abandon Calls
= Offered

Vocalcom Inbound
Calls Answered/Calls Offered detailed report

ATT+ACW+Hold Time/No. of call answered Vocalcom Agent

detailed report

(Total points achieved / Total points applicable) % QA Report

Customer scoring in top two boxes on a 5 point C-SAT Report

scale/Total customers who responded on survey

Vocalcom Inbound
Time on System 9 hrs detailed report

Planned Leaves/(Scheduled+Planned Leaves) Attendance Report Attendance correctly marked

Absent / Scheduled Count Attendance Report Attendance correctly marked

(Planned Leaves+Absent)/(Scheduled Count+Planned

Leaves) Attendance Report Attendance correctly marked

Appointments booked as per Mediware Cas Medware

Vocalcom Agent
=ATT+ACW+Hold+Waiting/ Total Time on System detailed report

Vocalcom Agent
=ATT+ACW+Hold/ ATT+ACW+Hold+Waiting TIME detailed report
Exception if any (Needs to be
on client sign off email or in the Target
contract)

Exception mail if forecast ≥80%

deviation is more than 110%

<4%

>96%

<200 Sec

≥90%

≥85%

9 hrs

8%

4%

12%

≥80%

≥65%