Consolidating data warehouse tables
Abandoned After Threshold A key performance indicator (KPI) measuring number of calls disconnected after waiting in queue beyond a previously established time threshold.
It is important to measure versus calls where immediate customer hang-ups do not reflect an adequate opportunity for performance.
Agent Availability Often conveyed as a percentage, agent availability is a measure of the time that Brand Specialists are available to accept inbound calls.
Agent Occupancy The amount of time a Brand Specialist is actively in talk time or after-call work versus idle (waiting for a call), frequently expressed as a percentage.
Automatic Dialer (Autodialer) A phone system used to dial outbound calls from a call list, and route the answered calls to Brand Specialists.
Automatic Number Identification (ANI) A protocol for providing phone number information to a receiving phone system, such as an automatic call distributor (ACD).
ANI essentially functions as caller ID, often delivered via tonal frequencies carried over the phone line.
Average Contacts Per Hour The number of contacts that a Brand Specialist handles divided by the number of hours the Brand Specialist works.Abandoned Before Threshold A key performance indicator (KPI) measuring number of calls disconnected before reaching a previously established time threshold. Activity Codes Codes that indicate the state of a Brand Specialist that are usually initiated by the Brand Specialist. Adherence Also known as compliance, adherence measures the ability of a Brand Specialist to stay committed to his or her schedule.Abandoned Call A phone call that has been received by a call center’s communications switch, but is terminated by the caller before any conversation begins Abandonment Rate The percentage of callers who hang up before a Brand Specialist answers, or before they make a selection in an interactive voice response (IVR) unit. Also used to measure the Brand Specialist’s ability to adhere to a script, message, policy, practice or process as trained.For instance, a recording will direct the caller to press one for customer service, press two to place an order and then connect them to the party they have chosen. Automated Greeting A prerecorded salutation that plays automatically when a call is answered.Automatic Call Distributor (ACD) A specialized phone system used for handling incoming calls.