We are happy to announce that six new Contact Center metrics are now available in all platforms with the QA module enabled. These metrics will help your Sales and Support teams improve call handling and caller experiences over time.
The New Metrics
These metrics are applied to both inbound calls initiated by Invoca and ingested external calls:
- Agent Handle Time (sec) - The amount of time from when the agent answers the call to when the call ends
- Agent Talk Time - The talk time (in seconds) of the agent speaking from when an agent answers the call and interacts with the caller to when the call ends
- Caller Talk Time - The talk time (in seconds) of the caller speaking from when an agent answers the call and interacts with the caller to when the call ends
- Overtalk Time - The aggregate amount of time the agent and caller are talking at the same time
- Silence Time: Extended period of silence where nobody is speaking
- Longest Agent Monologue : The longest period of agent talking
Requirements:
- These metrics are available to customers who have purchased the QA Module or are on Elite packages.
- Metric visibility is restricted to users with a Contact Center license type.
Where to find them:
Signal Builder
- These metrics are available in the signal rule-based builder grouped as the contact center metrics.
Call Review & Detail Pages
- These metrics are on the call review page under the call details section.
Dashboards and Reporting
- These metrics are available as “Ranked By” options in Builder tile
How They Work
These metrics are applied to all calls without the need to apply new or Additional Signals and do not count against AI minute allotment.
These metrics evaluate the first agent that handles the call and do not measure metrics for multiple agents or transfers in a call.
How to Use These Metrics
The Contact Center Agent Metrics can be used to give a high-level understanding of how calls are being handled by your individual agents and your contact center as a whole.
These metrics provide insights on where and how customer experiences can be optimized and how to coach agents to that effect
- This information can be added to scorecards to get deeper agent behavioral scoring in conjunction with what was said on the call.
- Metrics can be used to see if agents are struggling with certain call types, calls from a particular marketing channel, or campaign
- Can be used in conjunction with Signals or combined with other agent metrics to track anomalies or violations in call handling
- These are ready out-of-the-box to be added to dashboards for instant value
- Can be used to augment the value of Smart Alerts
The main benefit of having these metrics in Invoca is to be able to build insights and reports specific to the calls through the Invoca platform and how they relate to the digital journey’s that lead to the call.
