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Unformatted text preview: gent is in their seat
at the exact time required by the Aspect WFM
scheduler...namely, do they arrive on time, do they
take their breaks on time, do they return from breaks
on time, and the like...union shop or non-union shop,
you should be able to achieve a better than 95% ATS.
Occupancy, by contrast is the percent of time that an
Agent is in their seat and connected to the Aspect ACD
and ready to handle inbound phone calls (availability),
as a percentage of their total time at work (total paid-for
shift time). If their only job is telephone work, you
should be able to achieve an occupancy percent of 85
to 90%...much more than 90%, and you will begin to
see Agent burnout and turnover.
A third key performance indicator (KPI) is called
Utilization, (again available from your switch) and it
indicates the percent of time an Agent is on the
telephone with a customer as a percentage of their
being in their seat connected to the ACD (available).
This key performance indicator is controlled by proper
management in forecasting calls and scheduling
Agents. You should strive to achieve 95% utilization of
your phone agents.
Hope this helps… © Copyright 2005 BenchmarkPortal, Inc. 160 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Frequently Asked Questions From The Popular “Ask Dr. Jon” Column Q & A Category: “Other”
Question Answer Are there any Vendor references that you would refer
us to for webinars or product validation studies.? Yes, we have many wonderful vendors willing to talk to
you about their experience with us in doing webinars
and product validation studies. We do not just give out
names and email address, because we need to know
who you are, and what industry you’re in, and then
connect you with the best reference. I suggest you
email me at DrJonAnton@BenchmarkPortal.com with
your details. Thanks for your question. Hope to hear
from you soon. I am working with GE Capital India and it is one of the
largest IT Helpdesks in the country. I require some
information on Problem Categorization. A call is
categorized into PCC, which is Problem Category
Codes for that particular. Today these PCC's are
symptomatic in nature which the call taker thinks is the
problem. At the end of the day, I would like to study
what kind of problems are coming into my HelpDesk
using these PCC drill downs. Is there any study that
has been done on Problem Categorization for IT
HelpDesks? What are the best practices? How are
other people doing? What is the best way to study
what kind of problems are coming into my HelpDesk? This is a VERY complicated area, for which little
standardization exists. “Best Practice” approaches to
categorization go beyond symptom (or problem code
as you describe), and consider a broader classification
schema. A typical schema would include: Product line
(i.e. Pc, server, printer) , Domain (i.e. database,
network, etc), Symptom (squeaky sound, blue screen) ,
Failure (missing DLL) and Solution (patch # 12345). Do you know curr...
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue University-West Lafayette.
- Fall '08