Namely do they arrive on time do they take their

Info iconThis preview shows page 1. Sign up to view the full content.

View Full Document Right Arrow Icon
This is the end of the preview. Sign up to access the rest of the document.

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 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...
View Full Document

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.

Ask a homework question - tutors are online