A new agent or Team Leader in your Call Centre might get lost with all the lingo we use. Here is a quick summary of them.
ASA: Average Speed of Answer. Hopefully in seconds, the average time it took for the period to get answered.
TSF: Telephone Service Factor. Percentage of calls answered within the threshold defined by the Call Centre.
ATT: Average Talk Time. In seconds, the time the agent was on the phone with the customer.
ACW: After Call Work. In seconds, the time the agent spent finishing the file of the previous caller, without the caller on the phone.
AHT: Average Handle Time. In seconds, the average time it took to handle the call. From the time the agent is talking to the customer to the time he finished working on the file. (ATT + ACW)
Occupancy: Percentage of time the agent was busy on the phone. Included Talk Time, ACW, etc. Often, the calculation used is: Total time – Available time.
Call Volume: Number of calls.
Interval: Period of time of a day. Most Call Centres use 30 minutes increments.
Schedule Adherence: Percentage of time the agent followed is planned schedule.