A Tata Enterprise

Terminology

A Tata Enterprise
 Terminology
VDN Calls:
Number of Calls handed over by Switch to the VDN.

VDN Calls Lost / VDN Abandons:

Total Number of calls disconnected by the customer before
completion of the welcome message.

Inbound Calls / IVR Calls:

Total number of calls offered to IVR.

Inbound Calls=
Calls Transacted + Calls Dropped + Calls Transferred to CC
 

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A Tata Enterprise
Calls Transacted:
Total number of calls handled at IVR. This includes

calls successfully closed at IVR

Calls Dropped:
Total number of calls dropped at the IVR (No Input
calls Not transferred to CC)

Calls Transferred:
Total number of calls transferred to CCEs by IVR.

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A Tata Enterprise
% Transacted Successfully:
% Transacted Successfully =
Calls Transacted / Inbound Calls at IVR

% Transferred to CCEs:
% Transacted to CCEs =
Calls Transferred / Inbound Calls at IVR

Variance in IVR-Skill Calls:

Variance in IVR-Skill Calls =
(Calls Transferred – Calls Received)
Calls Transferred

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A Tata Enterprise
IVR AHT:
Average duration of Call on the IVR

Calls Received:
Number of Calls offered to the CCEs.
Calls Received =
Calls Answered + Calls Abandoned +
Dequeued Calls + Forced Disconnect Calls –
Short Call Disconnects

Calls Answered:
The actual number of calls that were answered by
CCEs in a process.
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A Tata Enterprise
Calls Abandoned:
The number of calls that were abandoned
while the customer was either Waiting in

queue, or while the call was ringing at

CCE level.
Short Call Disconnects:
The total number of calls abandoned
within 10 seconds.
% Abandoned:
% Abandoned =
Calls Abandoned / Calls Received

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A Tata Enterprise
% Answered:
% Answered =
Calls Answered / Calls Received
ASA:
The average time the completed ACD calls were waiting
in queue and ringing before being answered by an CCE.
ASA =
ANSTIME / ACD CALLS
AHT:
The average time the CCE spent talking on ACD calls
during the period covered. This includes ACW time, Hold
time, etc.

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A Tata Enterprise
Acceptable Calls:
Total calls that were answered in less
than 10 seconds / 20 seconds as per the
SLA agreement.
Service Levels with Base line as Calls Received:
The percentage of ACD calls that were
answered by an CCE within 10(SL) Seconds /
20(SL) seconds out of the total Calls
Received, at CCE Level.
SL = Acceptable Calls / Calls Received
Service Levels with Base line as Calls Answered:
The percentage of ACD calls that were
answered by an CCE within 20(SL) Seconds
out of the total Calls Answered, at CCE Level.
SL = Acceptable Calls / Calls Answered.
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A Tata Enterprise SL- Service Level
Average Hold Time:
Average Hold time = Total Hold time
Held calls
Hold time as a component of AHT:
Hold time as a component of AHT =
Average Hold time * Held Calls
No of Calls Answered * AHT
Hold time as a component of AHT =
Total Hold Time
Total Handle Time.
Max Delay:
The maximum time that a caller waited in queue
and ringing before: Being Answering, Abandoning,
Being redirected, Receiving a busy signal and / or
being disconnected.
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A Tata Enterprise
Total Staffing in a day:
Total Number of CCEs who staffed
in during this interval.
Peak Average Staffing:
Maximum of Average Staffing
during half hourly interval in a day.
Average Staffing:
The average number of positions
staffed in this interval.
Total Down time:
Total duration for which CRM is not
accessible.

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A Tata Enterprise
Max Downtime at a single instance:
Instance at which CRM is not accessible
for maximum duration of time in a day.
% Occurrence of Speed Less than SLA:
Percentage representation of the 48
half hourly audits performed on the
speed of CRM where in the Screen
refresh time is more than 4 seconds.
Screen Refresh Time:
Average time taken by CRM to refresh

the screen on an event.

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A Tata Enterprise
Call Wrap up%:
Call Wrap up%=
Total Calls Wrapped
Total Calls Answered
Seat Utilization:
Seat Utilization =
Number of CCE's Present
Number of Seats Allocated
Agent Utilization:
Agent Utilization=
Average Handle Time * Calls Answered
Average Login Hours-Aux 0

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A Tata Enterprise
Average Log in Hours:
Average Log in Hours =
(Total Staffed Time – Total Aux Time + Aux0)
Total Number of CCEs
Average Staffed Time:
Average Staffed Time =
Total Staffed Time
Total Number of CCEs
Percentage Idle Time:
Percentage Idle Time =
Total Idle Time (Available time)
Total Login Hours

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A Tata Enterprise
Shrinkage:
Shrinkage =
Required Login Hours – Actual Login Hours
Required Login Hours.
Shrinkage =
Required on system time – Actual on system Time
Required On System Time
Schedule Adherence:
Schedule Adherence =
Number of Minutes of Adherence
Total Minutes Scheduled
Absenteeism:
Absenteeism =
Number of CCE’s Reported Absent (UL + NCNS)
Total number of CCE’s rostered
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A Tata Enterprise
Strength of Productive CCEs:
Total number of Active CCE’s on the
floor that are on calls (On Direct calls
from Customers)
Strength of Supporting Staff- CCE:
Total Number of CCEs on Escalation
Desk / Service Desk / Retention desk
(Not on direct calls from Customers)
Strength of Supporting Staff- Others:
Total number of Non CCE’s in the given
process (Floor walkers / Assistants,
WFM, MIS, TLs, TMs, SDL)

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A Tata Enterprise
Number of Seats allocated:
No of Seats allocated to a Process
Attrition:
Attrition as a number:
Number of CCE attrites.

Attrition as a percentage:
Number of CCE Attrites
Average Strength of CCE's.

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A Tata Enterprise