What do I watch for in agent reports?
How do I find the source of the problem and resolve it?
Extremely high or low performance statistics
Are there agents who perform 20-30% better than other agents?
- High ACD/Non-ACD/Outbound contact counts is not a problem if agents are maintaining high service levels. Silently monitor agents periodically to ensure they are providing a high quality of service, but not rushing callers.
- Check the ACD short handle call count statistic in the Agent Event by Period (hh:mm:ss) report. Not many voice transactions can occur in less than 20 seconds. High counts relative to other agents could indicate that agents are 'padding' their ACD handle statistics by prematurely terminating calls.
Are there agents who perform 20-30% worse than other agents?
- Silent monitor agents periodically to ensure they are properly trained to handle callers' needs, and are not chatting unnecessarily.
- Check Outbound or Non-ACD statistics for peg counts and times. Run an Agent Inbound or Outbound Trace* report to see a listing of all calls. Are agents spending too much time on personal calls?
High Unavailable statistics
Are agents accumulating Unavailable time and Make Busy peg counts?
- Check the Agent Event by Period (hh:mm:ss) report to evaluate individual statistics. Determine how much Make Busy and Do Not Disturb (DND) time agents are logging. Be sure agents are adhering to your contact center policies regarding when to use Make Busy and Do Not Disturb. Check if your agents are using Unavailable instead of logging out.
- For agents who have high Make Busy peg counts, run the Auditor with an Agent by Time monitor for the agent group. Be sure agents are not using Make Busy to avoid being the Longest Idle Agent or to avoid being routed the next ACD contact.
- Implement Make Busy with Reason functionality. Assign reasons why agents go into the Make Busy state. Track Make Busy use by generating agent reports displaying Make Busy statistics by Code.
Long or short shift time
Are agents adhering to their schedules?
- Examine the Agent Event by Period (hh:mm:ss) report to determine when agents are logging in and out. Check if they are logging in late, leaving early, or forgetting to log out at the end of the day.
- Examine all of the login and logout times for the shift, and determine if agents are adhering to your contact center policies concerning when to log out and when to use Unavailable.