Data and Analytics Glossary

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Average handle time (AHT)A call center metric for the average duration of one transaction, typically measured from the customer's initiation of the call and including any hold time, talk time and related tasks that follow the transaction. AHT is a prime factor when deciding call center staffing levels.
Average Time in QueueAnother metric for overall productivity metric is average time in queue. You get this metric by dividing the total time callers wait in queue by the total number of calls answered. Measure average time in queue to improve the experience your customers are having. If you find that customers are waiting in line longer than usual, you can challenge your team to drive this KPI score lower by being more efficient in handling calls. Another option is to offer customers a call back service so they don't have to be kept waiting.
Business Intelligence (BI)Business intelligence comprises the strategies and technologies used by enterprises for the data analysis of business information. BI technologies provide historical, current, and predictive views of business operations
Business process outsourcing (BPO)The contracting of non-primary business activities and functions to a third-party provider. BPO services include payroll, human resources (HR), accounting and customer/call center relations. BPO is also known as information technology-enabled services (ITES).
Content Management System (CMS)A CMS refers to an online system in which end-users can create, change and edit website content through the use of an editor that doesn’t require coding knowledge
Conversion Rate Optimisation (CRO)A system for increasing the percentage of visitors to a website that convert into customers, or more generally, take any desired action on a webpage
Google AnalyticsA web analytics service offered by Google that tracks and reports website traffic
Google Data StudioA free tool from Google that lets users make custom reports with data from Google's marketing services and external sources.
Google OptimizeAn online split-testing tool from Google that plugs into your website and enables you to experiment with different ways of delivering your content.
Google Tag Manager (GTM)A tag management system (TMS) that allows you to quickly and easily update tracking codes and related code fragments collectively known as tags on your website or mobile app.
JavascriptJavascript is a programming language that can create dynamic and more complex features on web pages. Its features are used to enhance web pages and make them more engaging and can include things like interactive maps, animated graphics and live content updates.
Percentage of Calls BlockedPercentage of calls blocked simply refers to the number of callers that received a busy tone when they called. If this metric is too high, it means your agents are losing the opportunity to help customers, which can create frustrated customers who are unable to get the assistance they need. If you are not meeting this KPI, it may be due to not having enough available agents assigned to a shift. Or maybe your lines are being used for personal reasons? Either way, find out how you can free up your lines and agents so your customers aren't being turned down.
Service LevelService level is a metric to measure call center agent productivity in real-time as agents take calls. It's a percentage of calls answered within a specific time in seconds. Use this metric to determine if agents are moving quickly enough from one call to the next. Encourage your agents to keep this KPI within your expected range.
User Experience (UX)the overall experience of a person using a product such as a website or computer application, especially in terms of how easy or pleasing it is to use.