Unformatted text preview: ons about your order, please call: (805) 614-0123 Extension 21 Copyright © 193 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. GLOSSARY OF TERMS Copyright © 195 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Glossary of Terms A
Abandon Rate: This is the percentage of calls that get connected to the ACD, but get
disconnected by the caller before reaching an agent, or before completing a process within
the IVR. The abandon rate is the percentage of calls that are abandoned compared to
ACD: Automatic Call Distributor. A device that forwards incoming calls to the next
available agent or answering position.
Adherence to Schedule: A measure of whether agents are “on the job” as scheduled.
This percentage represents how closely an agent adheres to his/her detailed work
schedule as provided by the workforce management system. 100% adherence means that
the agent was exactly where they were supposed to be at the time projected in their
schedule. The scheduled time allows for meetings with the supervisor, education, plus
answering customer phone calls. The question, “how often do agents deviate from their
schedule” is answered by this metric.
After Call Work Time: This is the average amount of time an agent spends on
performing follow-up work after the agent has disconnected from the caller. The data for
after call work time is taken from the ACD and should be calculated by individual and
group, daily, weekly, and monthly.
Agent: A general term for someone who handles telephone calls in a call center. Other
common names for the same job include, but are not limited to: operator, attendant,
representative, customer service representative (CSR).
Agent Turnover: The total numbers of agents that left the center during a specified
period divided by the sum of the number of agents at the beginning of the specified period
and the number of newly-hired agents during the same period, less the total number who
left during the specified period.
ANI: Automatic Number Identification. ANI is a service of telecommunications carriers,
which identifies the telephone number of the calling party. It is commonly used for
billing, call routing and database synchronization. There are several specific technologies
that fit under the umbrella of ANI, including caller ID.
Auxiliary Time in Percent: This is the average amount of time per shift, in percent,
that an agent is logged into an Aux state. This should include all authorized off-line time,
i.e., time set aside for handling e-mails, training, or other job-related tasks.
Average Attendance in Percent: This is a percentage representing how often an agent
is NOT absent from wo...
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