service

Service KPI Listing Inbound Service Level Percent of calls offered that are handled within Customer Wait Level Goal Inbound Service Requests Created Service requests created in call center Inbound Speed to Answer Average seconds call spent in queue before being answered Inbound Transfer Rate Percent of calls where agent received call and transferred it Inbound … Read more

Service KPI Listing Field Service Technician Utilization Percentage of Field Service Engineer debriefed time over planned work time Inbound Abandon Rate Percent of calls where customer hung up before speaking to agent Inbound Agent Dialed Calls Total number of Calls manually dialed by agent Inbound Availability Rate Percent of time agents were logged in and … Read more

Service KPI Listing Emails Composed Number of new outbound emails (not replies) generated from Email Center Emails Received Number of emails received by Email Center Emails Replied per Agent Hour Average number of email replies sent by an agent in one-hour of login time Emails Replied to Number of email replies sent from Email Center … Read more

Service KPI Listing Average Field Service Travel Distance Average of debriefed Field Service technician travel distance Average Field Service Travel Time (Minutes) Average of debriefed Field Service technician travel time Completed Repair Orders Repair Orders of status “Closed” with Close Date Email Backlog Number of open (un-responded) emails Email Customer Wait Time (Hours) Time when … Read more