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New agent performance metrics: 'Dial Attempts' and 'Pickup Rate'

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Following the ongoing continuous improvement process of our Scheduled Reports, we are excited to announce that our Agents Report will now include two new agent performance metrics:

  • Dial Attempts per Agent: count of attempts to dial each agent for a call
  • Pickup Rate per Agent: percentage of dial attempts that were successfully answered by each agent 

Pickup rate and dial attempts per agent will be available in the Agents Report on March 19 and will include pick-up rate data from February 28th, 2018 onwards.

 

By providing these new metrics in addition to the existing call and status metrics in the Agents Report, Talkdesk offers Supervisors greater transparency into how to improve the productivity of agents on their teams. For example, if certain agents are being dialed more than others, Supervisors may want to adjust their routing configuration for more uniform dialing, or train those agents to handle calls from additional ring groups. On the other hand, if certain agents have a lower pickup rate, Supervisors could offer coaching or troubleshoot possible workflow issues to reduce the number of missed calls. 

 

To make the most of these two metrics, it’s important to understand that dial attempts represent the number of times that one or more agents are rung for a call. As a result, and since Talkdesk offers a variety of routing configuration options, the count of dial attempts could be different from the count of calls. For example, outside business hours calls that are routed to voicemail may never ring an agent (unless routing settings allow them to receive calls also outside business hours but then agents reject these). Conversely, a single call could yield several dial attempts to several agents (for example, if you have forced queueing enabled, ring multiple agents at a time or if the call has been transferred).

 

There are many reasons why an agent may not answer a dial attempt and thus negatively impact his or her pickup rate:

  • The agent was unable to answer the call in time (default agent ringing time is 35s but can be configured to be longer or shorter)
  • The agent rejects the call
  • The agent is temporarily unable to answer the call (e.g., closes Talkdesk Callbar or logs out just as an inbound call starts to ring)

In general, we try to capture all dial attempts to ring an agent and only successful attempts count toward the pickup rate. The one exception is when you configure a call to ring multiple agents at a time: we do not penalize agents who do not pick up the call so long as the call is answered. However, if the call is not answered by any of the agents being rung before going back to the queue (or being missed, going to voicemail or if-no-answer-number, depending on the account or number settings), we recognize that as an unsuccessful dial attempt for all agents that were rung.

 

For example, consider the following situation:

  1. Inbound call rings agent A and B simultaneously
  2. Agent A and B both miss the call
  3. Call then rings agent C and D simultaneously
  4. Agent D picks up the call

 

Assuming no other calls in this situation, agents A and B will both have a dial attempt of 1 and a pickup rate of 0%. Agent D will have a dial attempt of 1 and a pickup rate of 100%. Agent C will have a dial attempt of 0 and a pickup rate of 100% (since we do not penalize this agent because someone else happened to answer faster). If, however, agent C had rejected the call or was temporarily unable to answer, then agent C would be reported as having a dial attempt of 1 and a pickup rate of 0% (since this indicates an issue specific to agent C). 

The two new fields will be included in two new columns right after the average speed to answer field. 

With the launch of these new metrics we  will also be retiring our “offered” and “handled” hangup causes to replace them with a new term: “disconnected”.

 

Please note that these changes can impact any data processing automations you may currently have in place (i.e. running macros in Excel).

 

See below for more details regarding the new structure of the agents report.

 

New Agents Report:

Agents_Report.png

 Agent Name

 Email

 Agent Active?

 Total Calls per Agent

 Outbound Calls per Agent

 Inbound Calls per Agent

 Average Speed To Answer per Agent

 Dial Attempts per Agent

 Pickup Rate per Agent

 Average Duration per Agent 

 Total Duration per Agent

 Time in Available per Agent

 Time in On a Call per Agent

 Time in After Call Work per Agent

 Time in Offline per Agent

 Time in Away per Agent

 Time in Custom Status 1 per Agent

 Time in Custom Status 2 per Agent

 Outbound Connected per Agent

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