Scope: This document covers the definitions of KPIs used to measure agent, supervisor and manger performance for the onboarding team. These metrics are also used for monthy “best agent” calculations.
Metrics:
Closing of Calculations: All calculations are closed on Friday of each week.
1. Acceptable Quality Level (AQL) Definition: AQL is a measure of the quality of work done by the team members, specifically for New Onboardings. It is calculated in the following manner:
- Each new onboarding task is evaluated using a Quality Control (QC) (link) checklist.
- Team members receive a report with an accuracy percentage for each new onboarding task.
2. Efficiency Definition: Efficiency measures how effectively team members complete their tasks. It is calculated in the following manner:
- Each task is assigned a metric called 'Focused Time' which is the estimated time it should take to complete the task without interruptions.
- At the end of the week (on Friday), the Focused Time for all tasks completed by each team member is summed up.
- This total is then divided by 40 hours (the standard workweek hours) to calculate the efficiency percentage using the following formula: Efficiency % = (Total Focused Time / 40 hours) x 100
3. C Score Definition: The C Score is a combined metric that takes into account both the Efficiency and AQL scores. It is calculated in the following manner:
- Add the Efficiency percentage and the AQL percentage, divide the sum by 2 to get the average. Formula: C Score = (Efficiency + AQL)/2
Example Calculation
Let's walk through an example with hypothetical numbers:
Efficiency Calculation:
A team member completed tasks with a total Focused Time of 32 hours in a week.
Efficiency = (32 / 40) x 100 = 80%
AQL Calculation: The same team member received accuracy percentages for their New Onboarding tasks, resulting in an average AQL of 95%.
C Score = (80% + 95%) / 2 = 87.5%