SL Reporting Mismatches

[Cybercamp]

Hello, I am sort of new with Symposium (Express) but I am trying to learn as fast as I can. Can anyone help me with the following:

I am trying to get accurate reports on our Service Level and right now I am confused as to what our service level really is. The SL is set for pegging at 20 seconds and it should not be starting until the call is directed to the call center queue. Our goal right now is 80/20. When I run a report based on the "Agents' Skill-Set" that we use to collect most of our data; It shows the following:

Out of 23,812 calls, 7667 were answered after the "threshold" which works out to around 68% SL which seems pretty close to what we are achieving right now.

But when I run an "Application Performance Report" on the same skill-set it shows:

Out of around 24,800 calls, 18,900 calls were answered after the "threshold" and the report itself correctly reflects a servce level of around 24%?

Why is this happening; why do you think I am getting vastly different numbers for "Calls answered after threshold"? Thanks for any help on this!

 

[sandyml]

Are you giving a mandatory first recording before the call can be presented to an agent?

 

[Cybercamp]

Thanks sandyml!

We do have a recording first for some various choices, but I am told that most of them are part of the IVR recording "before" it goes into Symposium. After it goes to Symposium the only other recording we have is for "Spanish" or "English" and these only take a few seconds. I thought it was the recording at first, but they tell me the bulk of the recordings are at the IVR level?

I am still checking on this angle but so far no luck.

cybercamp

 

[ErwinStevanus]

Cybercamp,

Probably this can give you better understanding on Service Level Definition.


Quoted from SECC 4.2 NTP - Reports & Display Guide, pg 104

In the application statistics, wait time for calls abandoned and answered is calculated from the time the call is handed off by the Master script to a primary application. As a result, it includes the time required for the caller to navigate menus and listen to recorded announcements. When you calculate the service level for an application threshold class, you must allow for this time.

In the skillset statistics, wait time for calls abandoned and answered is calculated from the time the call is queued to the skillset. It does not include the time
required for the caller to navigate menus and listen to recorded announcements.

 

[Cybercamp]

Thanks Erwin,

I did have a look at the Master Script and I "looked" for time in the recordings that could be eating up my SL speeds but I have been told that the script that takes the most time on the the IVR and do not apply against the starting clock in symposium.

I am looking into it further; there must be something going on with the scripts, but I just don't know the answer right now.

Thanks again for the feedback.

Cybercamp

 

[sandyml]

cybercamp,take a look at your Call Treatments section. You will be able to look at each treament template and see if there is a mandatory first announcement once it gets to Symposium Express or not. If you aren't sure which treatment a particular applcation uses, go to the Call Routing section, where it will list CDN-treatment-skillset(s) and priorities.

 

[Cybercamp]

Sandyml,

Will do, thanks for the info!

Cybercamp

 

[pdulfo]

What I like to do is manually call in and time how long it takes for the call to reach the skill set. By reviewing these figures I have made our Call Centre Manager much happier. Sh can now quote that the agents are answering calls within 5 seconds rather than 45seconds before.


---------------------------------
PDulfo aka pdiddy

 

[Cybercamp]

Pdulfo,

Thanks for the feedback. I have actually gone in and listened to the announcements and timed them. My only problem is that the IT folks tell me that the "bulk" of the recordings reside in the IVR and do not start "pegging" in symposium until the actual "skill set" is selected? I am somewhat skeptical about this but I have looked over the scripts and I don't see alot in there that would "delay" the process.

Here is the basic process:

The caller calls in to the company. The IVR recordings provide several options, like bill payment, etc. One of the options is "Customer Service" which is the call center; there are several options once you get in there, BUT, the powers that be tells me that the call does not go into the symposium queue until the option for "talk to someone in CS" is offered and then the only options are 1 for english and 2 for spanish.

When the "option" 1 or 2 is selected, they tell me that is when the call goes into the Symposium queue and the clock starts. I can't imaging this can be correct. I don't think the recording for Option 1 or 2 is taking more than a few seconds of the queue time; but I could be off base. The average delay at the skill set level is running around 30 seconds while the average delay at the appliation level is around 50 seconds?

Thanks again for your help,

cybercamp

 

[sandyml]

What did you find in your Call Treatments? Is there a "Greeting Announcement" checked? Is "Expected Wait Time" or "Position in Queue" option being used?

The clock will not start until the call gets to Symposium on its CDN. Then, application stats are pegged from the time the Master Script hands off to an Application (call treatment greeting announcement delays handing off to skillset) or from the time it is queued to a skillset.

 

[ErwinStevanus]

What's the average answer delay for this application?

Also, what is the application threshold setting for this application?

It could be that the application threshold is not set to 20 sec at the moment. I just don't want to miss out any possibilities that can cause this problem

 

[Cybercamp]

Hello Erwin,

The average answer delay is around 50 seconds for this application. I did get a technician in yesterday and we went through the scripts. The only thing we found was about a 5-10 second delay for the announcements for "spanish" or "english". So I did go in and change the Application threshold from the existing 20 seconds to 30 seconds and that did seem to help quite a bit.

I was thinking we had alot more delay built in somewhere but perhaps not!

Thanks for the feedback. I am going to watch it today to see what kind of SL results we get now that I have changed it.

Cybercamp

 

[ErwinStevanus]

What is the skillset avg answer delay for the same application?

Also, is it a 24x7 call center?
is it difficult for you to have a test call environment?

You can actually make a test call to one of the application, and monitor using the realtime display. It's quite difficult in Symposium Express because you don't have application rtd. All you have is Call Center Summary rtd which display all the applications in the system.

If you can do this, then you can monitor the time your call enter symposium (you should see the call waiting status).

The next step is to check the skillset rtd. You can measure the delay before the call queued to the skillset by comparing the call waiting time from both rtd windows.

Hope this help

 

[Cybercamp]

Erwin,

That sounds like a really good idea. I will see if I can set that up and do the comparisons in the rtd windows. I am somewhat limited here but if it can work; that would give me some good info...I have been getting much closer numbers for SL in both the Application report and the Skill set report since I added in the extra 10 seconds or so to the APP threshold so all the tips have helped me alot already.

Thanks for the tip!

cybercamp