Since Genesys updated the Service Level definition in the PureCloud Resource Center, flow-outs, including callbacks and voicemails, are no longer part of the Service Level calculation. Callbacks and voicemails should not affect your Service Level, positively or negatively.
Service level %Service level target is a contact center performance statistic expressed as "X percent of contacts answered in Y seconds." For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues.
The service level percentage is the percentage of interactions that meet your contact center's service level target. Calculated by: (Number of answered interactions - number of answered interactions that miss the service level target)/ (Number of answered interactions + number of abandoned interactions)*100
Note: Any interactions that leave a queue without an agent handling or transferring the interaction, including callbacks, count as flow-outs and do not count as answered within service level, even if the callback was offered before the Service Level Target was reached.
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Bruce Lambert
Bright Horizons Family Solutions LLC
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Original Message:
Sent: 01-11-2019 09:28
From: Angelia Harper
Subject: Callback Service Level
All,
Is it an accurate assumption that even if a queue is closed, a callback will route to the queue to be answered once agents come on-queue? Well, I tested this and this is a true statement. They do route even if the queue is closed. Is it also accurate to assume that these callbacks will potentially drive up the missed Service Level on that queue for callbacks, if it is after-hours and the agents don't come back online until morning?
Would it be a better option to have the customers leave a voicemail, rather than a callback? Since voicemails kind of turn into callbacks, would that still drive up the callback service level, or are they treated differently?
Sorry for all the questions. I have reviewed the Resource Center but may have overlooked items.
#Reporting/Analytics
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Angelia Harper
Avtex
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