Waste Score

Definition

It’s a score ranging from 0 to 10, available on the dashboard for supervisors or admins, that helps evaluate an agent's performance based on the amount of time spent inefficiently during a call. Here a higher score indicates lower performance.

This score is calculated based on the time wasted by agents, using multiple metrics related to call handling efficiency.

The key factors in determining the score include:

• Ring Duration of Missed Try of Answered and Missed Hit
• Ring Duration of Missed Retry of Answered and Missed Hit
• Total Duration of a Ghost Call (including Ring Time and Handling Time)
• Deviation from Optimal Ring Duration