Stay organized with collections
Save and categorize content based on your preferences.
Each contact center has a unique set of target metrics that are used to
evaluate the efficiencies at goals for the operation. One set of target
metrics can be set per environment, and those metrics will be used in
dashboards and also show in the Agent Adapter.
These target metrics are set for all applicable channels and queues in
the environment. Some metrics like Service Level and Chat Concurrency
can also be set at the queue level, overriding this global setting.
Metric details
Repeat Contact Time Period: Tracks the number of consumers who
initiated multiple incoming sessions that finished in the same queue
within the set time period.
Service Level Target (SLA): Tracks call percentage of calls and
chats answered within the set timeframe, shown in dashboards and
reports. Used as the default target for all queues and can be
overridden for each queue (Settings > Queue).
Chat Concurrency: (Chats only) Goal number of chats handled by
an individual agent at a time. Used as the default target for all
queues and can be overridden for each queue (Settings > Queue).
This target is displayed on the Chat dashboard.
Target Pick Up Time: (Calls only) A target time countdown that
agents see in their adapter during an incoming call. Once the target
pickup time has been reached, the size of the countdown font grows
in size.
Configuration
In the CCAI Platform portal, go to Settings > Operation Management.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-03-05 UTC."],[[["Target metrics can be set per environment to evaluate operational efficiency, visible in dashboards and the Agent Adapter."],["Metrics like Service Level and Chat Concurrency have global settings applicable to all channels and queues, with the ability to set queue-specific overrides."],["Repeat Contact Time Period tracks consumers with multiple sessions in the same queue within a specified timeframe."],["Service Level Target (SLA) monitors the percentage of calls and chats answered within a set timeframe, serving as a default target for all queues."],["Target Pick Up Time, for calls only, is a countdown shown to agents during incoming calls, with the font size growing once the target time is reached."]]],[]]
