Hey RingCentral Community! 👋

Welcome back to our "Lost in the RingCentral Lingo" series! In our last post, we decoded some core reporting distinctions. (Catch up here!) 

This time, we're putting the spotlight on your most valuable asset: your team! We'll break down the key terms that help you measure agent performance and understand how efficiently your customer interactions are handled. 🚀

Let's dive into some common lingo and explore how it applies to both RingEX and RingCX, complete with the official RingCentral Support Articles to back it all up!

🧑‍💻 Agent & Performance Distinctions: Unlocking Your Team's Potential!

These terms are your best friends for understanding how your team is performing and how efficiently your customer interactions are handled.

Average Speed of Answer (ASA) VS Average Handle Time (AHT)

• ASA (🏃 How Fast You Pick Up): Measures how quickly calls are answered—specifically, the time from the first ring to the "hello!" It's all about your team's responsiveness.
• AHT (⏳ How Long It Takes Overall): Measures the total time a customer interaction lasts, including hold times, actual talk time, transfers, and any post-call work. It focuses on the overall efficiency of the entire interaction.

The RingEX vs. RingCX Difference:

• RingEX: ASA and AHT are available as key metrics for monitoring the performance of call queues and individual users who handle a high volume of calls.
• RingCX: These are core, essential contact center KPIs used for forecasting, scheduling, and evaluating agent performance. They are central to its reporting.

Support Articles:

• RingEX:
  • Link: Analytics Portal - KPI Definitions
  • The article explicitly defines both "Avg. Speed of Answer" and "Avg. Handle Time" as KPIs for the RingEX analytics portal.
• RingCX:
  • Link: Contact Center Reporting: KPIs, Dashboards, Tips & More
  • This resource discusses AHT and ASA as two of the most important contact center metrics that are available within RingCX.

First Call Resolution (FCR) VS Customer Satisfaction (CSAT)

• FCR (✅ One-and-Done): Did your team fix the customer's issue in just one interaction? That's FCR! It highlights efficient problem-solving and happy customers who don't need to call back.
• CSAT (😊 Happy Customer Vibes): This measures your customers' overall happiness with their service experience. It's broader than just solving the issue; it includes factors like politeness, helpfulness, and overall ease of interaction.

The RingEX vs. RingCX Difference:

• RingEX: While RingEX can help you track data that contributes to FCR and CSAT, these are typically tracked through integrations or third-party tools.
• RingCX: These are central, out-of-the-box KPIs. RingCX is built to measure and improve both FCR and CSAT as they are critical to contact center success.

Support Articles:

• RingEX:
  • Link: RingEX Analytics API
  • Although not in a standard KB, the developer API for RingEX analytics shows that the raw call data to calculate FCR and CSAT is available, allowing for custom reporting and integrations.
• RingCX:
  • Link: 24 Call Center KPIs To Track For Business Success
  • This article discusses FCR and CSAT as foundational metrics for a successful contact center, which is the core function of RingCX.

We hope this guide helps you feel more confident in tracking your team's performance! Understanding these distinctions is crucial for optimizing your operations and delivering great service.

Ready for more? Our next lingo post will be all about Further Reporting Granularity & Nuance, where we'll explore the difference between raw counts vs. percentages and where calls get abandoned!

What other RingCentral terms make you scratch your head? Let us know in the comments below! 👇