Contact Center Efficiency metric

Measures the efficiency of processing contact center requests.

Details of the metric Description
Name Contact Center Efficiency
Category Operational
Analysis objective for exception conditions Determines whether requests are being processed in accordance with service goals. If not, investigate causes and remedies to increase efficiency.
Description The time duration of processing contact center requests.
Source Customer Focus Group
Measurement Time Duration (start time - end time) / Total Requests
Dependent data that is calculated Contact Center Communication Record - start time – end time
Roles OP Service Manager
Display chart types Value-based: Horizontal Grouped Bar Chart (Capture Period: Vertical Grouped Bar Chart)
Thresholds
  • Low Threshold: 3 Minutes
  • High Threshold: 5 Minutes
  • Range 1: Good/Positive/Green
  • Range 2: On Target/Caution/Yellow
  • Range 3: Poor/Negative/Red
Fact details Module: triMetricFact

Business Object: triContactCenterFact

Metric Queries: triContactCenterFact - Metric - Contact Center Efficiency
Drill paths
  • Geography
  • Problem Location
  • Requester Organization
  • Request Class
  • Agent Name
  • Capture Period
Interactive filters
  • Geography
  • Problem Location
  • Requester Organization
  • Request Class
  • Agent Name
Static filters None
Time Months
Data point refresh rate Monthly
License dependency IBM® TRIRIGA® Operations
Functional dependency Contact Center