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Harnessing Contact Center Data for Actionable Results: Page 2 of 2
- Total chat engagement time -- measured from the time the agent initiates conversation with the customer to chat completion. If a single agent is chatting with two or more customers, overall chat handle time may be inflated, thus throwing off forecasting time for average chat active time (ACAT). Additionally, if agents are handling more than one chat or email at a time, it may be perceived as “double” counting time. This can also be true when agents are handling email and fax contacts.
- ACAT -- this is a measure of the time an agent is active on the chat. An agent is either active on one chat or another, but not more than one, so there’s no inflation associated with this measure. While an agent may be engaged in more than one chat, time isn’t counted in the absence of active engagement. ACAT will provide better data for forecasting and a better measurement of chat handle time for agents then the total chat engagement time measure. Furthermore, an inactive chat is considered suspended time; calling it “hold” time would be confusing because in a voice call when agents put callers on hold, they’re usually doing research or calling for assistance, so voice hold time is considered part of handle time.
- Contact routing applications
- Outbound campaign management systems for voice, emails and SMS (isn’t integrated)
- Quality management
- Web reports and analytics for customer behavior and data
- IVR reports and analytics for customer behavior and data
- Desktop analytics
- Customer surveys (CSAT, NPS)
- Learning management system
- Knowledge management system and related usage information
- Customer relationship management system
- Is the information adding value?
- Does the report present actionable information?
- What purpose and at what level -- by executives, IT and business managers, supervisors, agents -- is the information being utilized?
"SCTC Perspectives" is written by members of the Society of Communications Technology Consultants, an international organization of independent information and communications technology professionals serving clients in all business sectors and government worldwide.