Measuring of Idle Time | KPI in Call Center category

WinningKPI - Call Center - KPI for Measuring of Idle Time posted in category Call Center

KPI details:

Details:

This indicator is for measuring the average time an agent takes to complete the work after the caller has hung up, in a given time period (usually expressed in minutes or seconds, per week). This is calculated by divided the total time spent Idle by the total number of queries.

Some call centres want to minimize this KPI and may even ask the agents to resolve the queries while the caller waits on the phone. In this case, the Idle Time would be minimized but the Call Hold Time would increase.

In terms of performance reasons, this figure is aimed to be kept average, as the agent is expected to give the necessary time to resolve queries, but also to show high performance and resolve them in minimum time.

Formula:

Total time spent on idle/ total number of queries

KPI Unit: time (seconds, minutes)

KPI Time Frame: update weekly or monthly

Posted by Oana Boteanu | Help to protect community: Flag for moderation

Ideas suggested by WinningKPI community:

Here are comments:

Example:
A call centre that works 35 hours a week
25 hours are spent on calls (Around 5 hours a day- working 5 days a week)
The remaining 10 hours a week are spent on idle resolving the queries
Assuming that the agent resolves an average around 30 queries a week, the Idle Time KPI is:
10/30 = 0.34h per query
600 minutes/ 30 = 20 minutes per query
Oana Boteanu | September 9, 2012 at 7:45 am

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