Thanks to that report you will be able to measure your agents’ KPIs. You will be able to see metrics like Contact Rate, Hit Rate, Success Rate, Successes, number of records called, successfully called and closed. The results are shown summarily in the interval for which the report is generated, as well as for specific day in dedicated columns.
The number of columns and the content of a report depends on how long time interval is concerned. Here’s how the metrics are counted:
Contact Rate is the percentage ratio of effective records (answered by the customer) to all uniquely records collected during the period.
Hit Rate is the percentage ratio of success to all records closed during the period.
Success Rate shows the percentage ratio of successes to records (unique) effective in a specific period.
Additionally, below you can find a small dictionary of how you should understand terms used in the report:
Activations is the number of records that in a specific period of time acquired the status of 'success'.
Closed records informs which records in a specific period of time are given the status 'closed'. Important thing is that the ‘success’ is also a closing status, so every record with the success will be counted as a completed.
Records fetched mean these records (unique), which in a specific period of time had at least one action taken by the agent or the manager.
Records effective show records (unique pieces), which an agent managed to contact (make a call), in a specific period of time.
Effective contacts mean the records you tried to call and had an answer from the client in a specific period of time. NOTE: Voicemail is not a contact answered by the client.