This topic compares the metrics provided by the existing Monitoring feature in Virtual Contact Center (“Monitoring”) with the metrics offered by the brand new 8x8 Analytics for Virtual Contact Center (“Analytics”). As we have taken into account customer input and industry best practices when defining report derivations for Analytics, there will be slight differences between Monitoring and Analytics. Additionally, Analytics will include metric definitions which historically have not been available.
The document covers the following information:
The following real-time queue metrics differ between Analytics and Monitoring.
The SLA metrics of queues are calculated differently between Monitoring and Analytics. While Analytics takes abandoned interactions into account, Monitoring does not.
Formula for Analytics
SLA % = (Accepted Interactions < SLA Time Threshold) / [( Abandonment Interaction > Short Abandoned Threshold + Accepted Interactions + Ongoing Interactions > SLA Time Threshold)] * 100
In Analytics, the Busy metric represents the number of agents found in one of the following states: offering, handling, or wrap up. In Monitoring, the metric is incremented only when the agent is handling an interaction.
In Analytics, the Enabled metric represents the number of logged in agents who are assigned and enabled for the queue, while in Monitoring it shows the number of active agents who are assigned to one specific queue, including agents who are not logged in.
The AVG Processing metric in Monitoring (Average time is taken to process an interaction from the time it is accepted until post-processing) does not have an equivalent in Analytics.
The following queue metrics for time interval and today differ between Analytics and Monitoring.
The Abandoned metric in Monitoring shows the number of queued interactions that weren’t answered by an agent. This includes hangups and diverted interactions (including voicemails and overflow steps in the IVR script forwarding to another queue). Monitoring also does not differentiate between short and long abandons.
For added granularity, Analytics introduces three metrics related to abandoned calls: Short Abandon, Abandon (long abandon), and Total Abandon. The threshold for a short abandon is 10 seconds, and is not currently configurable.
Analytics also introduces the Diverted metric, which counts voicemails or overflows.
To summarize, Abandon in Monitoring is equal to
Total Abandon + Diverted in Analytics.
The Average Wait metric represents the average time spent in the queue while waiting to be served. The time begins when the interaction enters the queue until the agent accepts it.
In Monitoring, abandoned interactions are not considered for Average Wait. In Analytics, all queued interactions are considered for computing Average Wait, including abandoned calls, calls forwarded to voicemail, and calls that exited the queue.
In Analytics, the Average Wait metric represents the average of periods containing all interactions that were finished in the current window, and all interactions that can be found in the current window that are still ongoing (but exceed the average of the already-finished interactions).
The AVG Processing metric in Monitoring (the average time taken to process an interaction from the time it is accepted until post processing) does not have an equivalent in Analytics. There are several other metrics in Analytics which meet this and related needs.
The following real time metrics for agent performance differ between Analytics and Monitoring.
The Current Status metric shows the current status of the agent, and has the same meaning in Analytics and Monitoring with one exception: when an interaction is presented to the agent, Monitoring displays “Offering” while Analytics displays “Handling”. This is the expected behavior in Analytics as the “Offering” state is already considered to be a “Handling” state.
The Phone Line 1 metric shows the agent’s current status on phone line 1 and the duration spent in the status. The only difference is that when the agent is in post processing, in Monitoring it displays as N/A, while in Analytics it shows the post processing status.
The Phone Line 2 metric is the same as phone line 1 metric, but for line 2.
The Tot. Time log. In metric in Monitoring is called Log Time in Analytics. This metric shows the total time the agent has spent logged in since the beginning of the day.
In Monitoring, this metric displays a value which is calculated for the day. Every time the agent logs in, the duration gets added onto the previous login duration.
In Analytics, the Log Time metric displays the login duration for each session. It does not increment from the previous session. This metric restarts every time the agent logs out.
The Tot. Time Trans metric (Total time spent on handling interactions) in Monitoring does not have an equivalent in Analytics.
The Max Concurrent Chats allowed for an agent in Monitoring does not have an equivalent in Analytics.
The Active Customer Chats metric in Monitoring does not have an equivalent in Analytics.
The following agent performance metrics for time interval and today differ between Analytics and Monitoring.
The Accepted metric represents the number of interactions answered by agents. In Analytics, consultation calls are considered as accepted by the agent, while Monitoring does not include consultation calls.
The Reject metric represents the number of interactions that were offered but declined by the agent. The Reject metric is not incremented when agents reject a consultation call in Monitoring, but in Analytics it is.
The AVG. Processing metric in Monitoring shows the average time of all interactions handled by the agent today spent in the handling and wrap up states. This metric does not have an equivalent in Analytics.
The Time on status metric in Monitoring shows the percentage of time spent on each status from the time the agent logged in. In Analytics, we have introduced individual metrics to track the time spent in each status, such as Available, Available%, Working Offline, Working Offline%, Offering, Offering%, Handling, Handling %, and so on.
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