Call Center Solution: Make Average Speed of Answer More Uniform
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
7-6
Verifying the Solution Through Reports
7
If you are using Option A to administer this call center solution, you can
verify its effectiveness by comparing the ASA before and after
implementing the solution. The ASA should be lower and more equal
after implementing Option A. Agent occupancy can also be compared,
and should be more equal than before the implementation.
If you are using Option B to implement this call center solution, you may
also verify its effectiveness by comparing the ASA before and after
implementation. The ASA should be lower and more equal after
implementing Option B. Agent occupancy for those agents with many
skills should drop after implementation, while agents with one skill should
have the highest occupancy. Monitor these agents for burnout.
Reports
7
The results of implementing this solution can be seen by comparing ASA
and agent occupancy in Real-Time and Historical reports. The most
relevant reports to this solution are listed here:
●
Real-Time Split/Skill Report
●
Historical Split/Skill Graphical Average Speed of Answer (ASA)
Report
●
Historical Graphical ASA Daily Report (new with Release 8
CentreVu Supervisor)
●
Historical System Graphical Maximum Delay Report (new with
Release 8
CentreVu Supervisor)
●
Historical Agent Summary Report
●
Historical Agent Group Summary Report.
Additional Reports
7
You may also use the Real-Time Queue/Agent Summary Report to
display a summary of agent activity for the administered skills. The
Integrated Graphical Split/Skill View Report has been modified to include
Oldest Call Waiting, and can be used to verify this solution. Agent
Occupancy, which is 100 * (sum(I_RI I_A
I_ACDOTH I_ACDAUX_O I_ACDAUX
I_ACWTIME) / sum(TI_STAFFTIME - TI_A
I_ACDAUX_O I_ACDAUXINTIME)) where I_ACWTIME is an
optional component, may be used as a comparison measurement. This
calculation can be used when creating a new report with
CentreVu
Report Designer or
CentreVu Report Wizard.
