Online Service Operational Metrics

[dsc1]

All-

What do you measure for your online services for E-mail & chat?

Thanks,
DSC

[Interaction Strategist]

I suggest the following to my clients when available:

Qualatitive Metrics
Chat Satisfaction - Post Chat Survey
Chat Quality - via remote QA
Chat Service Level
Email -Average Response Time
Email Service Level
ASA - Chat

Predictive Metrics
Chat Volume
Chat AHT
Chat Abandonment
Email Volume
Email AHT
Incident to interaction ratio

Productivity Metrics
Concurrent Chats Sessions
Emails & Chats Handled per Hour
Email Agent Response Time Assigned to Initial Response
Chat Service Level

That is a good start. There may be many more available depending on your systems and data mining capabilities. The above would constitiute the email and chat components of an E interaction dashboard.

[Les Hyde]

The user “Interaction Strategist” provides clearly detailed measures and categories, I’d supplement with:

Average handle time
Chats per hour
Number of concurrent chats
Customer satisfaction
First Call Resolution
Willingness to recommend
Quality (Work flow, grammar)
Company specific -successful transaction (e.g. lead recorded, sale, inquiry, information captured…)

Make sure you keep in mind the old management saying of “You only get what you measure” as occasionally you might not measure the total performance behaviors you desire. An example would be if you measured only the number of chats an agent handled per hour, the agents’ might not take the extra steps to fully resolve a customer’s inquiry and instead only answer their basic question. They would meet their productivity goal and you might be losing customers, as they will need to contact your organization multiple times for the same issue.