This page discusses some frequently asked questions around the Agent Status Report page on the Kixie dashboard as well as Workforce Management metrics which are featured on that page. To learn more about that page, click here.
What is Workforce Management?
Workforce Management (WFM) is a set of metrics that allow call center managers to view the performance of their teams. It measures all stages of an agent’s activity including the amount of time spent on calls, the amount of time in each portion of a call (how long the phone rang, how long the conversation took, and how long the agent spent on after-call “wrap up” work), as well as the amount of time an agent spent either idle (available but not on a call) and in do-not-disturb (unable to take calls)
This allows managers to view which teams and agents handled the most calls and were most available to handle calls. It also provides insight into which teams and agents are performing well and which need coaching and improvement. Typically, call centers utilize WFM to measure and adjust their service level agreement (SLA) to their customers. If you intend to handle more calls more frequently with less hold times, you would look to improve your WFM metrics and/or increase staffing.
How can I identify teams and agents that need improvement?
Using WFM metrics on the Agent Status page, you can see a table view of all agents in the selected team(s) at the top of the page. The table can be sorted by clicking any column header to see an ascending (lowest to highest) or descending (highest to lowest) view. This way, managers can see which agents spent either the most or least amount of time in any of the available metrics and coach accordingly.
How is After Call Work (ACW) measured?
ACW is measured by utilizing Kixie Powercall’s expanded Call Notification. This section shows multiple tabs where agent’s can perform “wrap up” work (ie. ACW). The tabs available are:
- Call Info: Displays the information about a contact.
- Edit: Allows agents to view/change information about a contact. This may be necessary if a call with a contact results in new information like a changed phone number, email, or physical address.
- Schedule: Allows agents to create follow-ups for a given contact by adding an activity type, duration, and date.
- Outcome: Allows agents to log the result of a given call via an outcome type, a subject, and freeform notes.
- Send SMS: Pulls up the Send SMS tab at the bottom of Kixie Powercall with a given contact’s phone number prepopulated. This is helpful for sending a message to a given contact quickly while information is still fresh in the mind of an agent.
After a call has ended, and agent’s have this expanded Call Notification open, the ACW timer starts. While the agent is moving through these tabs and entering information, the timer will continue. Once an agent either closes the expanded Call Notification or clicks “Submit,” the ACW timer stops.