Genesys Cloud (formerly PureCloud)

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Service Level metrics

  • 1.  Service Level metrics

    Posted 03-01-2021 10:59
    Hi

    Kind of a random question, but I was curious if anyone uses different Service Level criteria besides 80/20 for their call centers. I know this has been industry standard for a long time but was curious if anyone has adjusted how they report service levels to clients?
    #Reporting/Analytics

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    Julie Green
    Sentinel Benefits & Financial Group
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  • 2.  RE: Service Level metrics

    Top 25 Contributor
    Posted 03-01-2021 11:23
    Catch 22 there.  Most people think that is the standard because that is the default for most vendors.  With most of our customers, that is also true, but some are looking at 80/30 or 80/40 in some cases.  I think with the new Agent Requested ACW and the Predictive Routing will make a change in this where you allow agents to decide about getting to customers quicker or to allow AI to delay a customer to get to the better agent.  Here are a couple of good articles:

    https://www.customercontactweekdigital.com/operations/articles/service-level-targets-one-size-doesn-t-fit-all
    https://blog.injixo.com/wfm-strategy/do-you-have-the-right-service-level-goal-in-your-contact-center


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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Service Level metrics

    Posted 03-01-2021 11:37
    Thank you Robert. The articles are helpful and makes sense. We have been thinking this is something we need to review as our customer satisfaction has definitely changed with the introduction of the call back function. If a caller waits long in queue, they are choosing to do so, thus not complaining.

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    Julie Green
    Sentinel Benefits & Financial Group
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  • 4.  RE: Service Level metrics

    GCAP Member
    Posted 03-02-2021 09:55
    Hi Julie.  Most of our SLAs are 80/30.  When I was in the cable business, most city franchise agreements were written at 90/30.

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    Bruce Lambert
    Bright Horizons Family Solutions LLC
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  • 5.  RE: Service Level metrics

    GCAP Member
    Posted 15 days ago
    Is anyone else experiencing any challenges with how the reporting module reports service levels? The Queues section allow you to manually change the targets, but it is that a retroactive change (meaning you can run historical reports based on updated targets) or only for calls moving forward? We have a client that is doubting the figures produced by the reporting. They provided me with the following table. With the target being 80/20 and an ASA of 18 sec, why would the SL be 73%?:



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    Angel R.
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  • 6.  RE: Service Level metrics

    GCAP Member
    Posted 15 days ago
    Hi Angle.  With an ASA of 18 sec, roughly half of your interactions are answered over 18 sec which is close to your SLA of 20 sec.  A SL of 73% seems reasonable for your stats.  In the Performance>Queues view you can select the metric "Met SLA" and then run your own calculation to verify the reported SL .


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    Bruce Lambert
    Bright Horizons Family Solutions LLC
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