Business View / Business Observer ?

[oceanSD]

I have a customer that says they used to have Siemens Business View and Business Observer for their call center. They don't have their documentation anymore and I am unable to find anything on the web.

Does anyone have any idea where to find documentation or at least know how service level is calculated? They want to understand the difference between the Siemens system and their Nortel Contact Center.

Thanks in advance!

 

[shadowjack1966]

I've got the software and the manuals if you still need them. Let me know.

 

[donb01]

It's pretty simple the way it works - I don't know if Nortel is any more powerful than this, but you basically set your answer threshold for the call group - I set mine to 30 seconds, but I think out of the box it's a minute, and then you set your sample size - I think I left mine at the 128 it came out of the box.

Then basically your service level is what % of calls were answered at or below your answer threshold. All calls older than the sample size you chose are not included. Some of my busiest departments can still answer 95 - 96% of their calls within my 30 second (6 rings) threshold.

The same statistic holds true for calls abandoned while in queue - you set your sample size, and then anyone that hangs up while in queue affects your service level (no matter how long they wait).

For reporting purposes I have my answer pegs set at 30, 60, 90, 120, 160 and 180+ seconds, and I can keep track of the % of calls answered within each category for every 15 minute period of the work day. We use this to trend when our busiest times are 9worst customer service) and schedule extra staff to answer calls around those times.

There are a lot of reports that come in handy for various performance monitoring needs for both groups and individuals.

 

[oceanSD]

shadowjack1966 - that would be great - I'll see if I can send you a private message with my email address.

donb01 - the "reporting purposes" paragraph is something I need to take a look at - I'm wondering if a report like this might be why the service level stats aren't matching up (even close, according to the customer) on the two systems. Thanks!