Five9 - Multi-Channel Interaction Segments

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This illustration shows the metrics for calculating Group SLAs (text interaction queues) and Agent Key Performance Indicators (KPIs) for social, email, and chat interactions.

Click each link below to view.

Group SLA	Agent KPI
Queue Time
	Progress Time
	Resolution Time
Group Handle Time	Handle Time

Colors for metrics in the table correspond to the call segment colors in the illustration.

Interaction Segment	Segment Description
Queue Time	(Group SLA metric) Starts when the item enters the queue and ends when the item is either automatically assigned or manually selected by an agent (Time of Assignment). Start Time: Because of network traffic, connection speeds, and other issues, delays may occur between posting time (publication date) by the author and arrival in the agent’s queue. Average Queue Time (AQT): Average time for all text items until they are assigned to or selected by an agent. Maximum Queue Time (MQT): Longest time for a text item until they are assigned to or selected by an agent. If this metric is unusually high for an extended period of time, you may need to resolve a service level problem for the group.
Progress Time	(Agent KPI metric) Interval between Time of Assignment and the beginning time of the last open disposition for a text engagement. Agents may set multiple dispositions while processing a text interaction. Progress time indicates the duration of the active work from the time of assignment until the final disposition.
	Average Progress Time (APT): Average time between Time of Assignment and the beginning time stamp of the last open disposition for all items handled during the specified interval. Indicates time spent by the agent to review items and decide what type of outreach to apply.
	Maximum Progress Time (MPT): Longest time between Time of Assignment and the beginning time stamp of the last open disposition for a text item. Indicates time spent by the agent to review an item and begin to process that item.
Resolution Time	(Agent KPI Metric) Time from the beginning of the last open disposition to closing the interaction.
	Average Resolution Time: Average time from the last open disposition to closing the interaction during a specified interval. Indicates time spent by an agent to resolve open items.
	Maximum Resolution Time (MRT): Longest time from the last open disposition to closing the interaction. Indicates time spent by the agent to resolve open items.
Handle Time Handle Time KPI Metric	(Agent KPI Metric) Time from assignment to closed disposition or transfer. Handle time = Talk Time + Hold Time + Wrap Time
	Average Handle Time (AHT): Average time spent handling calls. This metric is in based on Handle Time and calculation of the average.
	Maximum Handle Time (MHT): Longest time for an interaction from assignment to closing during a specified interval.
Group Handle Time	(Group SLA metric) Time from Start Time to closed.
	Average Handle Time (AHT): Average time for all text interactions from Start Time to closing during a specified interval.
	Maximum Handle Time (MHT); Longest time for an interaction from Start Time to closing during a specified interval. Supervisors can monitor how agents respond to the workload by rerouting interactions as needed.
Closed	Time when the agent set the final disposition for the interaction.