Inbound Telephony Management Dashboard | Call Center Activity | Daily Business Intelligence

Following our previous DBI dashboard for Email Center Management , this is another DBI dashboard.

The Inbound Telephony Management dashboard allows call center managers to get
an overview of inbound telephony operations for different centers, classifications and
dialed numbers. Familiar KPIs provide a snapshot of performance and the associated
graphs provide detail on the trends for the selected time period.

This dashboard uses the following parameters

  • Date
  • Period Type: The period type parameter is the time period for which data is
    aggregated. Options are Week, Month, Quarter and Year.
  • Compare To: This parameter is used for calculating change.
  • Call Center: This represents the call center for which the inbound telephony
    metrics are being measured and by which you can view. You can view metrics for a particular call center or for all call centers.
  • Classification: Classifications specify how calls are identified and which business
    application should be used for the screen LOV, which contains the caller data. You can view metrics for a particular classification or for all classifications.
  • Dialed Number: This represents the number that the customer dialed to contact the call center. You can view metrics for a particular dialed number or for all dialed numbers.

KPI Headings and Calculations

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Inbound Service Level: This KPI comes from the Inbound Telephony Activity
report. It is the percentages of calls offered that are handled within a predefined wait
time goal. The wait time goal is defined using the BIX: Call Service Level Goal in
Seconds profile option. It is calculated as:
Total incoming calls handled within Customer Wait Time Goal /Total calls offered
* 100
Average Speed to Answer (Seconds): This KPI comes from the Inbound Telephony
Activity report. It is the average amount of time inbound calls spend in the queue
before being picked up by the agent. It is calculated as:
Total Queue Time of Handled Calls / Total Handled Calls
Abandon Rate: This KPI comes from the Inbound Telephony Activity report. It is
the percentage of calls offered where customer hangs up before speaking with an
agent. It is calculated as:

Total Number of calls hung up before answered by agent / Total number of calls
offered * 100
• Transfer Rate: This KPI comes from the Inbound Telephony Activity report. It is
the percentage of calls handled where an agent receives the call and then transfers
it to a different agent or conferences in other agents. Only the first time the call is
transferred, it is taken for calculation. It is calculated as:
Total Number of calls transferred by agent / Total number of calls handled * 100
• Inbound Calls Handled: This KPI is from the Inbound Telephony Activity report. It
is the number of incoming calls of media item type is inbound or direct.
• Agent Dialed Calls: This KPI is from the Inbound Telephony Activity by Agent
report. It is the total number of manually dialed calls by all agents.
• Web Callbacks Handled: This KPI comes from the Inbound Telephony Activity by
Agent report. It is the total calls handled where media item type ’Web Callback’.
• Availability Rate: This KPI comes from the Inbound Telephony Activity by Agent
report. It is the percentage of time agents are logged in and ready for calls. It is
calculated as:
(Waiting for Calls Time + Talk Time + Wrap Time)/Login Time * 100
OR
Login Time – Idle Time / Login Time * 100
• Utilization Rate: This KPI comes from the Inbound Telephony Activity by Agent
report. It is the percentage of time agents handle customer calls versus the time
logged in.
(Talk Time + Wrap Time) / Login Time * 100
OR
(Login Time – Idle Time – Waiting for Calls Time) / Login Time * 100
• Average Talk Time per Call (Seconds): This KPI is from the Inbound Telephony
Activity report. It is the average amount of time an agent spends talking to a
customer. This includes calls with inbound, direct, manual, web callback, and
unsolicited call types. It is calculated as:
Total Talk Time for all handled calls/ Number of Calls Handled
• Average Wrap Time per Call (Seconds): This KPI is from the Inbound Telephony
Activity report. It is the average amount of time an agent spends to perform
interaction wrap-up activities after hanging up a call. This includes calls with
inbound, direct, manual, web callback, and unsolicited call types. It is calculated as:
Total Wrap Time for all handled calls / Number of Calls Handled
• Calls Handled per Agent Hour: This KPI is from the Inbound Telephony Activity
by Agent report. It is the average number of calls an agent handles per hour of login
time. This includes calls with inbound, direct, manual, web callback, and unsolicited
call types. It is calculated as:
Calls Handled / Total Login Time of all Agents
• Service Requests Created: KPI is from the Inbound Telephony Activity report. It is
the number of service requests created through telephone calls. This includes calls
with inbound, direct, manual, web callback, and unsolicited call types.

Leads Created: This KPI is from the Inbound Telephony Activity report. It is
the number of leads created through telephone calls. This includes calls with
inbound, direct, manual, web callback, and unsolicited call types.
• Opportunities Created: This KPI is from the Inbound Telephony Activity report. It
is the number of opportunities created through telephone calls. This includes calls
with inbound, direct, manual, web callback, and unsolicited call types.

Name QTD Change

Inbound Service Level 70.0% 3.0
Average Speed to Answer (Seconds) 3.2 -4.2%
Abandon Rate 12.5% -0.2
Transfer Rate 11.5% 5.5
Inbound Calls Handled 689,297 5.7%
Agent Dialed Calls 46,910 0.5%
Web Callbacks Handled 384,000 2.0%
Availability Rate 82.5% -3.7
Utilization Rate 71.1% -4.6
Average Talk Time per Call (Seconds) 175.0 -6.3%
Average Wrap Time per Call (Seconds) 116.0 5.0%
Inbound Calls Handled per Agent Hour 215 -4.0%
Service Requests Created 88,621 6.0%
Leads Created 48,337 5.0%
Opportunities Created 25,563 4.6%

Inbound Service Level Trend Graph: The Inbound Service Level Trend graph
presents a quick, at-a-glance summary of inbound service level performance trend
and its goal over the period of time.

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