PureCloud

Discussion Thread View
Expand all | Collapse all

Callback Service Level

  • 1.  Callback Service Level

    Top 25 Contributor
    Posted 01-11-2019 09:29
    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

    ------------------------------
    Angelia Harper
    Avtex
    ------------------------------


  • 2.  RE: Callback Service Level

    Top 25 Contributor
    Posted 01-16-2019 08:43
    Any thoughts on this and if the Voicemail option does not count against the Service Level for calls or callbacks?

    ------------------------------
    Angelia Harper
    Avtex
    ------------------------------



  • 3.  RE: Callback Service Level

    GCAP Member
    Posted 01-16-2019 11:50
    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.​

    ------------------------------
    Bruce Lambert
    Bright Horizons Family Solutions LLC
    ------------------------------



  • 4.  RE: Callback Service Level

    Posted 01-17-2019 10:20
    In our previous tool, Service level did not include Abandoned calls.  Abandon % was a separate metric.  (Calls answered within 20 seconds)/(Calls offered to an Agent - Abandoned calls)*100 = Service Level.  Calls Abandoned/Calls offered to an agent = Abandonment Rate.

    So the Service Level % calculation isn't apples to apples for us (and our Service Level has decreased significantly since moving to this solution).  Is there a way for us to customize our reporting to remain consistent?  There are many schools of thought around the "correct" calculation for SL - my concern is the inconsistency which can appear to be a performance deficiency.

    Also, On what date was the service level calculation with PureCloud changed to exclude Callbacks?  I see the definition in the Resource Center, but I don't see an indicator of when the definition was changed.

    Finally it appears the Abandon Rate Calculation is # of Abandoned calls/# of calls offered to an Agent (including Callsbacks/VMs).  Is this correct?  SLA is excluding Callbacks/VM, but Abandon rate is not - and Abandon rate is not taking into consideration short abandons (abandons that were within 5 or 10 seconds or that were abandoned within SLA target).  We previously excluded Abandons within 10 seconds.​

    ------------------------------
    Ann Magie
    Xpressdocs Partners, Ltd.
    ------------------------------