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Application Service Level = 0% (need to know by Oct 31)

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LittleGremlins

Technical User
Jan 7, 2003
119
CA
New to SCCS.
Programmed new scripts (or applications).
Set thresholds for agent and applications.
Associated the thresholds to the agent and applications.

Both the agent and application thresholds had the pegging fields set as follows
service level = 20
short call = 10

Objectives are to have 80% of the calls answered within 30 seconds.

We do force a greeting at the Master Script that is 19 seconds long. Once the greeting is played to the caller, calls are directed to the appropriate application.

Why is our new application indicating a 0% service level:
calls offered: 156
answered: 122
avg ans delay: 00:02:02
Ans after threshold: 122
Abandoned: 30
Aban after threshold: 30

Why is this happening? What do I need to change?
 
Me thinks you should be looking at the skillset service level and not the application service level. The skillset service is the % of calls answered within your designated time (20secs in yor case) whilst it is queueing for an operator where as the application skillset taked in to account your messaging as well. Meaning if your message is 19 secs long and your threshold is 20secs your not goin to answer too many within 20secs.

Hope this makes sense
 
Is there anything programmed in your application before queue to skillset?
gdcwillo is correct about the skillset service level, you can start taking calls as soon as it's queued to the skillset, not before.
 
With a 19 minute greeting, it's very unlikely that a call will get to a skillset and get answered within 20 seconds. There is about a 2 second lag btn the time the greeting ends and the time a call gets presented to an available agent. Run the Application Performance report (one of the standard reports in symposium) and you can tell what the average answer delay is. Thats about how long it'll take for a call to get answered ( assuming you have't had calls waiting in queue)
If your objective is to answer 80% of all calls within 30 seconds, shouldn't your SL pegging should be 30 and not 20?
 
I have set the service level to 40 seconds to account for the 19 seconds greeting and the automatic 2 second delays inherent to SCCS. We also have call forcing that I needed to adjust for. Our service levels are looking normal today!

Yeah!
 
You 'd really better use the skillset threshold for your reporting (is the welcome message interuptible? If so it is also possible that the caller gets through before these 19 seconds are over..)
 
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