setting thresholds

[scriptscience]

If I have a call center with no menu and only one skillset and I want to answer 80% of our calls in 20 seconds, what do I set the skillset threshold at? how about the application? would they both be 20 seconds or does it take some time to pass the call from application to skillset if there is no menu and only one skillset? thank you.

 

[captaingadget]

In your scenario set them both to 20 seconds. You will only get the service level directly from the application performance. The skillset performance does not give service level directly.

I think I've answered this before in another thread or is it Groundhog Day!!

 

[scriptscience]

I don't understand what you mean when you say that the skillset performance does not give service level directly.. I see it on my realtime display in Symposium "standard skillset display: under service level %????

 

[Milesprower]

Because one application can queue to multiple skillsets, reporting service level on skillsets is not offered. Nortel shows it on the skillset RTD, but not on skillset reports.

If you think about it, a call can only be answered in one skillset even though it is waiting in multiple skillsets. Therefore skillset service level is fraught with potential statistical anomalies.

As the default setting for RTD's is 10 minute moving window, watching the service level on the RTD does not provide you much value. You should always use the service level percentage from the Application Performance report.

 

[captaingadget]

I'm talking about historical reports rather than real time reports. I think Miles explains it very nicely, RTD can be misleading because they are short term. The historical reports are what goes to management to determine the performance of the call centre.