This document provides a glossary of key metrics used in the integration between Alvaria Workforce Management (WFM) and Contact Center AI Platform (CCAI Platform). Understanding these metrics is essential for analyzing performance and ensuring accurate reporting in Alvaria when data is pushed from Contact Center AI Platform.
Key metrics and acronyms
Number of calls or chats handled (NCH)
Definition: The total number of distinct calls or chats handled by agents.
Calculation:
Data Source: The perf_chat_handle_durations or perf_call_handle_durations tables.
Criteria:
Only unique calls or chats within the specified reporting timeframe are counted.
NULL values in the NCH field are treated as 0 using SUM(COALESCE(cm.nch, 0)), ensuring they don't affect the overall sum.
Count of calls or chats (NCO)
Definition: The total number of calls or chats offered to agents.
Calculation:
Data Source: The perf_chat_handle_durations or perf_call_handle_durations tables.
Criteria: Unique call or chat records are counted where the menu_path_id is either available or NULL.
Average talk or chat time (ATT)
Definition: The average duration agents spend on outbound calls or chats.
Calculation:
Data Source: The perf_call_handle_durations table.
Calculation Process:
We track how long agents spend on outbound calls by gathering call durations from the perf_call_handle_durations table. This value is stored as att_num.
After call or chat work (ACW) Duration: In addition to talk time, we capture the time agents spend on post-call tasks, recorded in the same table as acwt_num.
Filtering by agent and call events:
The data is grouped by agent_id for individual performance analysis.
Call events are filtered to include only those with call_event values between 0 and 3, relevant for the analysis.
Only calls within the specified report_time_start and report_time_end intervals are considered.
Final ATT Calculation:
- The ATT is calculated by dividing the total call or chat durations by the total number of calls or chats handled. The final result is shown as a decimal with two decimal places.
Average after call or chat work time (ACWT)
Definition: The average time agents spend completing post-call or post-chat activities.
Calculation:
Data Source: The perf_call_handle_durations table, with additional information from the menu table.
Calculation Process:
The total ACWT is pulled from the tot_call_acwt column, indicating how much time agents spend on post-call activities.
Using menu_path_id: Each record includes a menu_path_id that identifies the call's flow. If menu_path_id is available, it's used for grouping; if it's missing (NULL), it's set to "undefined" for consistency.
Linking with the Menus Table: We retrieve relevant information from the Menus table to categorize and understand the call handling process better.
Grouping by Agent ID: The data is grouped by agent_id to analyze individual agent performance in after call or chat Work.
Number of abandoned calls or chats (ABD)
Definition: The total number of calls or chats abandoned before being handled by an agent.
Calculation:
Data Source: The perf_call_handle_durations table.
Criteria:
Abandonment is measured by counting calls where event_id is 3 and queue_duration is not NULL.
If no value is available for ABD, it defaults to 0.
Average speed of answer (ASA)
Definition: The average time it takes for agents to answer calls or chats.
Calculation:
Data Source: Queue duration from the perf_call_handle_durations table and NCO (number of calls or chats offered).
Calculation Process:
Queue Duration: The total time calls spent in a queue is gathered from the queue_duration field, which gives us the total_queue_duration.
Number of calls or chats offered (NCO): This is collected from the perf_call_durations and perf_chat_durations tables.
Queue duration per call or chat: The average queue duration per call or chat is calculated by dividing the total queue duration by the total number of calls or chats.
If there's no data found, for example — if either the total queue duration or total call count is NULL or missing, the result is set to 0.
The result is formatted as a decimal with two decimal places. For example, — 1.00.
The ASA is calculated from the formula:
- result = (sum of total_queue_duration / sum of total_call or total_chat_count)
Percent service level (PSL)
Definition: The percentage of interactions that meet the specified service level agreement (SLA).
Calculation: To compute PSL, we retrieve:
Interactions that met the SLA: Total interactions counted as total_met_sla.
Eligible interactions: Total interactions counted as total_eligible_sla.
The PSL is calculated using the formula:
PSL = 100 * (total_met_sla / total_eligible_sla)
The result is rounded to two decimal places—for example, 12.00.
Average positioned staff (APS)
Definition: The average number of agents available to handle calls or chats during the reporting period.
Calculation: APS is measured by checking the user_activity_logs table for agents available for more than 20,000 seconds and signed in during the provided time period.
Data Sources: Data is collected from user_activity_logs, company_locations, and users tables.
Data Group Weight: The data group weight is calculated using:
datagroup_weight = (total_call/chat_count / contacts_total) * 1
Calculating APS:
- APS = (total_available_time / total_sign_in_time) * datagroup_weight
By understanding these metrics, users of the Alvaria WFM integration can effectively monitor agent performance, ensure compliance with service levels, and optimize staffing.