The number of customers who abandon the queue after waiting for a given time period (30 seconds, 90 seconds, 10 minutes.etc.), expressed as a percentage of total contacts.
Read moreThe percentage of calls that are disconnected by the caller before being answered by an agent.
Read moreThe "wrap-up time" associated with a contact beyond the actual communication with the customer. This can include tagging or flagging the contact appropriately, adding notes for future support, rerouting the contact to the proper team or solving their underlying problem.
Read moreThe percentage of time agents are actively engaged in customer interactions, balancing productivity with potential burnout and resource efficiency.
Read moreAgent states are the possible states an agent can be in; they include: logged in, away, or on-call. Agent states are taken from your connected support platform. Agent states are used to determine an agent's adherence in the Realtime Overview.
Read moreAgent utilization is a measure of how effectively agents are using their time at work.
Read moreA structured representation of the times and frequencies of inbound contacts derived from an analysis of past contacts, designed to identify peaks and troughs in contact frequency.
Read moreThe rate at which employees leave your support team. This can be both external (leave the company) and internal (move to a different team). It can also be voluntary or involuntary.
Read moreASR stands for automated speech recognition. It's a technology that turns spoken words into written text using AI.
Read moreThe proportion of time that an agent is actively ready to work with customers but not engaged directly with a customer contact, i.e. their time between contacts or waiting for a customer contact.
Read moreAverage Resolution Time (ART) or Time to Resolution or Mean Time To Resolution (MTTR) is the average time call centre agents take to solve opened tickets in a specified period.
Read moreAverage talk time (ATT) is the amount of time that an agent spends in handling customer calls and resolving their queries.
Read moreAverage time to abandon (ATA) is also known as the Average Patience of the caller.
Read moreThe gross number of support contacts that have yet to be addressed or resolved within a set amount of time.
Read moreBack-office optimization is the process of streamlining and automating workforce tasks that occur in a contact center.
Read moreBusiness process outsourcing (BPO) is a method of subcontracting various business-related operations to third-party vendors.
Read moreA call center is a centralized department that handles inbound and outbound calls from current and potential customers.
Read moreCall center agent productivity refers to the efficiency of customer service representatives in handling interactions.
Read moreAt the highest level, call center SLA (Service Level Agreement) is a measure of the services provided to a customer in a certain period of time.
Read moreThe strategic process of maximizing the efficiency, productivity, and performance of the employees within a call center environment
Read moreTwo or more competing strategies or approaches, known as "champions" and "challengers," are tested against each other to determine which one yields the best results.
Read moreChannels are the means by which your team interacts with and supports your customers. These include: Email, Chat, SMS, Phone, and Social.
Read moreA centralized facility or department within an organization that manages all inbound and outbound communications with customers, clients, and other stakeholders through various channels such as phone calls, emails, web chats, social media, and SMS
Read moreContact center forecasting is the process of predicting the volume of incoming customer interactions, such as phone calls, emails, chats, and other channels, that a contact center is likely to receive over a specific period of time, typically in the near future.
Read moreA contact center scorecard is a performance measurement tool used to assess and evaluate the effectiveness, efficiency, and quality of operations within a contact center environment.
Read moreContact center workforce optimization is a strategic approach aimed at maximizing the efficiency, productivity, and performance of the workforce within a contact center environment.
Read moreThe average cost per support contact, which can include both fixed costs (such as office payments and Internet expenses) and variable costs (such as scheduled labor, unscheduled overtime, etc.). Also referred to as “cost per contact.”
Read moreThe score a customer leaves in response to a survey question about their satisfaction after a contact.
Read moreThe process of analyzing customer interactions and feedback to improve their experience.
Read moreDefault Event is an Event type that does not impact your staffing requirements. These are typically used for meetings, lunches, breaks, and project time.
Read moreA rotating work schedule consisting of a series of four-week cycles, including both day and night shifts.
Read moreA set of industry-standard formulas which allow you to model the relationship between staffing, call volume, and response time. For a given set of inputs, these formulas yield a number of required agents.
Read moreEvents are discrete blocks of time used to schedule your team. You can create three types of Events: Productive, Default, or Time-off.
Read moreFilters are selective lists based on predetermined criteria. They allow you to change your view within the Staffing Timeline based on Channel, Team, Queue, Site, and Skill.
Read moreThe percentage of issues handled completely in the initial contact where a customer does not need additional assistance.
Read moreThe number of hours needed to handle case volume, expressed in units of full-time work weeks (usually 40-hour increments).
Read moreA period of time which is measured and treated independently for volume forecasting, staffing and analysis.
Read moreThe process of managing and adjusting staff schedules and workloads throughout the day.
Read moreThe process of creating and updating staff schedules within the same day.
Read moreA contact center that interacts with customers through multiple communication channels.
Read moreA survey-based metric used to measure customer loyalty and satisfaction on a scale of 0 to 10.
Read moreThe proportion of time that an agent is actively working with a customer contact, either directly engaged with a customer or completing any ancillary work associated with the contact.
Read moreA contact center that provides a seamless customer experience across multiple channels and devices.
Read moreA rotating shift schedule that typically consists of 12-hour shifts with a cycle of two days on, two days off, three days on, two days off, two days on, and three days off.
Read morePeople in Assembled indicate your team that can log into the platform. People were previously known as agents and/or users.
Read moreA rotating shift schedule consisting of a mix of 8-hour and 12-hour shifts over a four-week cycle.
Read moreProductive Events are blocks of time associated with a Channel that impact your staffing requirements.
Read moreA process of making sure that products or services meet certain standards of excellence.
Read moreThe structured oversight and enhancement of processes and interactions to ensure that customer service meets or surpasses predefined quality benchmarks.
Read moreQueues are a Filter that can be used to segment a Channel's volume and map specific tickets within your integrated platform. This allows for more granular forecasting. VIP support or Standard Support are common Queues as they may each have different forecasts and SLAs to follow.
Read moreRealtime Overview is a live-updating dashboard that gives you insight into your current volume, SLAs, what your team is currently doing and whether they are in or out of adherence.
Read moreA rotating shift pattern is a work schedule where employees alternate between different shifts over a specified period, typically including day, evening, and night shifts.
Read moreThe amount of agent time actually spent in accordance with their scheduled tasks as a proportion of their total scheduled time.
Read moreThe amount of agent time actually spent working as a proportion of their total time scheduled to work, regardless of their adherence.
Read moreThe degree to which your scheduled staff aligns to a given interval's projected requirement. This can be expressed as a percentage of alignment in absolute value.
Read moreYour team’s stated objective for the amount of time until your first response to a customer. Also referred to as service level agreement (SLA).
Read moreThe reduction in productivity associated with managing a real-life workforce instead of theoretical FTEs.
Read moreSites are a filter typically used to reflect physical location, such as APAC, EMEA, New York, or San Francisco.
Read moreSkills are a filter that can be used to reflect a specific type of proficiency that is useful for particular cases or customers. If people on your team have specializations, you can indicate that with Skills.
Read moreA type of work schedule commonly used where employees work rotating shifts that include both day and night shifts.
Read moreThe process of analyzing and extracting insights from recorded conversations between customers and support representatives.
Read moreIf a person is Staffable in Assembled, this indicates that they can be scheduled on the staffing timeline.
Read moreThe Staffing Timeline is where you can view your forecasting and staffing requirements and view or create your team's schedule.
Read moreTemplates allow you to save a schedule and apply it again for a later time period. You save a Template for your entire Team or for specific people based on the Filters and Channels you've set.
Read moreThese events are the blocks of time used when someone submits a Time-off request. When doing so, an agent can choose a specific event to associate with the Time-off request.
Read moreThe amount of time that an agent is either productive (e.g. occupied) or available to handle incoming contacts as a proportion of their total paid hours.
Read moreThe support contacts expected to be handled by a customer support team. These can be subdivided by the channel through which they're received—e.g. email, chat, phone, SMS.
Read moreA prediction of the incoming support contacts your team will receive over a given interval—whether that’s a day, a week, a month or the next 15 minutes.
Read moreThe strategic approach of fostering and maximizing employee satisfaction, motivation, and productivity within an organization.
Read moreThe forecasting, staffing, scheduling and metrics involved in helping your team meet its service goals reliably and efficiently.
Read moreWant to know how Assembled can help your team rise to the occasion? Set up time with us to learn more!
