Genesys Cloud - Main

Hello! 

I was wondering if anyone has any suggestions or share some ides on what would be the Best practices to track Service level for shared workforce of contractors and employees. So in our set up we have queues that are shared by inhouse reps and vendor reps - we are planning to calculate SLAs for the calls that are handled by vendor reps. So, we have work teams that we use which i can use to filter to the SLA metric for calls handled by vendor rep. But i am not sure if it would be correct as the queues are shared by both group of reps. 

So wanted to check if anyone has any feedback on our set up? if our set up is correct to have the both group of reps accountable for SLA %? Or any other feedback. 

Thanks!

#QualityManagement
#Reporting/Analytics

------------------------------
-suyog
------------------------------

Hi Suyog,

SLA is really a queue level metric and not an agent metric.  This is due to it being out of control of the agents to a certain extent. For example, an agent could be doing all the right things, but only get calls that have failed SLA purely down to timings or in your example, an inhouse rep could get alerted and timeout, by which time the call then exceeds the SLA target and the a vendor rep takes the call that has failed SLA(or vice versa).

As you cant split the queue, it would be better to track agent level metrics that show the agent is doing the right thing

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------

Hi Sam. In our case we have Auto Ans enabled for all of our agent so agents getting alerted and timeout is a scenario that we expect to happen once in a blue moon. Another quick question - the SLA % we see after we apply work team filters separately on the queues. Won't that give us a picture of how SLA is on that particular queue for Vendor vs In-House reps? In other words - wondering if it will make sense to have those reps accountable for the SLA after apply work team filters? 

Thank you for the help and insights. 

------------------------------
suyog gupta
Health Alliance Plan
------------------------------

Original Message:
Sent: 10-09-2024 08:50
From: Samuel Jillard
Subject: SLA Tracking of Vendor Reps and In House Reps

Hi Suyog,

SLA is really a queue level metric and not an agent metric.  This is due to it being out of control of the agents to a certain extent. For example, an agent could be doing all the right things, but only get calls that have failed SLA purely down to timings or in your example, an inhouse rep could get alerted and timeout, by which time the call then exceeds the SLA target and the a vendor rep takes the call that has failed SLA(or vice versa).

As you cant split the queue, it would be better to track agent level metrics that show the agent is doing the right thing

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------

Hi Suyog,

Yes, filtering by work team will displays metrics for interactions associated with the selected work team, but I would still caveat that it could be affected by other factors.

https://help.mypurecloud.com/articles/queue-performance-detail-view/

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------

Original Message:
Sent: 10-10-2024 13:20
From: suyog gupta
Subject: SLA Tracking of Vendor Reps and In House Reps

Hi Sam. In our case we have Auto Ans enabled for all of our agent so agents getting alerted and timeout is a scenario that we expect to happen once in a blue moon. Another quick question - the SLA % we see after we apply work team filters separately on the queues. Won't that give us a picture of how SLA is on that particular queue for Vendor vs In-House reps? In other words - wondering if it will make sense to have those reps accountable for the SLA after apply work team filters? 

Thank you for the help and insights. 

------------------------------
suyog gupta
Health Alliance Plan
------------------------------


Original Message:
Sent: 10-09-2024 08:50
From: Samuel Jillard
Subject: SLA Tracking of Vendor Reps and In House Reps

Hi Suyog,

SLA is really a queue level metric and not an agent metric.  This is due to it being out of control of the agents to a certain extent. For example, an agent could be doing all the right things, but only get calls that have failed SLA purely down to timings or in your example, an inhouse rep could get alerted and timeout, by which time the call then exceeds the SLA target and the a vendor rep takes the call that has failed SLA(or vice versa).

As you cant split the queue, it would be better to track agent level metrics that show the agent is doing the right thing

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Dear @Samuel Jillard, Thanks for sharing the reference link to check for more information. I would like to check the queue performance detailed view with my team and let you know if any other queries.

------------------------------
GANDHI SHANMUGAM
ISM
------------------------------

Original Message:
Sent: 10-11-2024 09:14
From: Samuel Jillard
Subject: SLA Tracking of Vendor Reps and In House Reps

Hi Suyog,

Yes, filtering by work team will displays metrics for interactions associated with the selected work team, but I would still caveat that it could be affected by other factors.

https://help.mypurecloud.com/articles/queue-performance-detail-view/

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------


Original Message:
Sent: 10-10-2024 13:20
From: suyog gupta
Subject: SLA Tracking of Vendor Reps and In House Reps

Hi Sam. In our case we have Auto Ans enabled for all of our agent so agents getting alerted and timeout is a scenario that we expect to happen once in a blue moon. Another quick question - the SLA % we see after we apply work team filters separately on the queues. Won't that give us a picture of how SLA is on that particular queue for Vendor vs In-House reps? In other words - wondering if it will make sense to have those reps accountable for the SLA after apply work team filters? 

Thank you for the help and insights. 

------------------------------
suyog gupta
Health Alliance Plan


Original Message:
Sent: 10-09-2024 08:50
From: Samuel Jillard
Subject: SLA Tracking of Vendor Reps and In House Reps

Hi Suyog,

SLA is really a queue level metric and not an agent metric.  This is due to it being out of control of the agents to a certain extent. For example, an agent could be doing all the right things, but only get calls that have failed SLA purely down to timings or in your example, an inhouse rep could get alerted and timeout, by which time the call then exceeds the SLA target and the a vendor rep takes the call that has failed SLA(or vice versa).

As you cant split the queue, it would be better to track agent level metrics that show the agent is doing the right thing

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Hi Suyog,

As others have said, the metrics are reportable against the queue and too many factors will skew the SLA in this setup.

Have you considered setting up additional queues and using bullseye routing and/or another overflow method even with a shorter timeout to specifically monitor the agents in question?

------------------------------
Adrian Bradshaw
Enterprise IT Engineer
------------------------------

Ensure that SLAs are clearly defined for both in-house and vendor reps, specifying expectations for response and resolution times.

------------------------------
Eajay Mogol
------------------------------

SLAs are per queue, so ideally you'd want you in-house reps and vendor reps in separate queues. You could then add logic and overflow mechanisms to route between the queues as necessary, such as estimated wait time, schedule lookup, bullseye routing, skills-based routing, etc.

------------------------------
Tim Speakman
Tech Support Engineer
------------------------------

I concur with Tim Speakman.  Seperate the queues by team. Build logic to route between them.  

------------------------------
Kris Charles
N/A
------------------------------

1. Define Clear Service Level Agreements (SLAs):

• Specific Metrics: Clearly define metrics that measure service quality, such as response time, resolution time, customer satisfaction, and first-call resolution rates.
• Quantifiable Targets: Set achievable and measurable targets for each metric.
• Regular Review: Regularly review and update SLAs to align with changing your business needs and performance expectations.

2. Implement a Robust Ticketing System:

• Centralized Tracking: Use a centralized ticketing system to capture and track all service requests, incidents, and problems.
• Automated Routing: Configure automated routing rules to assign tickets to the appropriate contractor or employee team members based on the nature of the request.
• Detailed Tracking: Track the progress of each ticket, including assignment, resolution, and follow-up actions.

3. Utilize Performance Monitoring Tools:

• Real-time Visibility: Employ performance monitoring tools to track key metrics in real-time, such as response times, system uptime, and resource utilization.
• Proactive Identification: Identify potential issues before they impact service quality.
• Data-driven Decision Making: Use performance data to make informed decisions about resource allocation, process improvements, and service enhancements.

4. Establish a Shared Knowledge Base:

• Centralized Repository: Create a shared knowledge base to store information about common issues, solutions, and best practices.
• Easy Accessibility: Ensure easy access to the knowledge base for both contractors and employees.
• Regular Updates: Keep the knowledge base up-to-date with the latest information.

5. Conduct Regular Performance Reviews:

• Individual and Team Assessments: Conduct regular performance reviews to assess the performance of both contractors and employees against defined SLAs.
• Feedback and Improvement: Provide feedback and identify areas for improvement.
• Recognition and Rewards: Recognize and reward individuals or teams that consistently exceed expectations.

6. Foster Collaboration and Communication:

• Open Channels: Encourage open communication and collaboration between contractors and employees.
• Regular Meetings: Schedule regular meetings or team huddles to discuss performance, challenges, and opportunities.
• Transparent Reporting: Share performance data and metrics transparently with all stakeholders.

7. Continuously Monitor and Improve:

• Data Analysis: Regularly analyze performance data to identify trends, patterns, and areas for improvement.
• Process Optimization: Continuously refine processes and procedures to enhance service delivery.
• Adaptability: Be prepared to adapt to changing business needs and emerging technologies.

------------------------------
Setu Shah
Market Maker
------------------------------

I have to agree with the others, the metrics are reportable against the queue and not too much on the agent's level, you can view the impact of staffing and make adjustments to fix any gaps, however it would be nice to separate the SLA to see what other impact this will cause. 

------------------------------
Robert Gacula
unknown
------------------------------

Like others, I think the approach is not necessarily indicative of performance of the vendor reps as long as the queues are mixed. You'd want either separate queues with an agreed upon SLA to be met, or mixed queues and do comparative calls handled, aht, and ideally survey feedback (if you have that set up). 

------------------------------
James Rowberry
Manager
------------------------------

I agree with the general consensus here-SLA is primarily a queue-level metric, so isolating performance between vendor and in-house reps becomes challenging when they're in the same queue. While staffing adjustments can help, a clearer picture could emerge by splitting the queues, allowing for more targeted analysis of SLA performance. Alternatively, combining queue performance metrics like calls handled, AHT, and customer feedback could provide useful insights if separation isn't feasible.

------------------------------
Matt Calton
------------------------------

Como no se puede dividir la cola, sería mejor realizar un seguimiento de las métricas a nivel de agente que muestran que el agente está haciendo lo correcto.

------------------------------
Mauricio Garcia Lopez
------------------------------

I agree with the community and that best approach to track SLA is using queue metrics leveraging work teams.

------------------------------
Heena Patel
Project Manager
------------------------------

Agree SLA should be clearly defined for vendor reps, 

------------------------------
Gupta Kg
IT Cloud Integrator (Senior Consultant)
------------------------------

SLA (Service Level Agreement) tracking for vendor and in-house representatives typically involves monitoring specific performance metrics to ensure that both groups meet agreed-upon standards. Here's a general approach to tracking SLAs for both:
 
 Key Metrics to Track
 
1. Response Time: Measure the time taken to respond to customer inquiries or issues.
2. Resolution Time: Track the time from when an issue is reported until it is resolved.
3. First Contact Resolution Rate: Percentage of issues resolved during the first interaction.
4. Customer Satisfaction Score (CSAT): Gather feedback from customers after their issues are resolved.
5. Compliance Rate: Measure adherence to SLA terms, such as response and resolution timelines.
6. Escalation Rate: Track the frequency of escalated issues to higher levels of support.
 
 Tracking Methods
 
1. Dashboards: Use software tools to create real-time dashboards that display key performance indicators (KPIs).
2. Regular Reports: Generate weekly or monthly reports to analyze performance trends over time.
3. Feedback Mechanisms: Implement customer feedback tools to gather insights directly from users.
4. Meetings: Schedule regular review meetings to discuss performance, challenges, and areas for improvement.
 
 Tools and Software
 
- Helpdesk Software: Platforms like Zendesk or ServiceNow can help track and manage SLAs.
- CRM Systems: Customer relationship management tools can provide insights into vendor and in-house rep performance.
- Project Management Tools: Tools like Asana or Trello can help in monitoring tasks and timelines.
 
 Best Practices
 
- Set Clear Expectations: Ensure that all parties understand the SLA terms and what is expected of them.
- Continuous Improvement: Use the data gathered to identify areas for improvement and training needs.
- Regular Communication: Foster open lines of communication between in-house and vendor teams to ensure alignment.
 
By systematically tracking these metrics, organizations can ensure that both vendor and in-house representatives meet their SLA commitments effectively.

------------------------------
Suryavesh Sahani
------------------------------

Talent pool assessments

Contractor onboarding statuses

Work assignment statuses

Spend analysis

------------------------------
Alexandru Ungureanu
TEC Engineer
------------------------------

If the routing is queue-based, you cannot compute SLA analyst-by-analyst; however, you may determine the answer percentage of each analyst, which requires calculating the offered call. Here's the process.

You can make calculations Call answered + alerted no answer = call offered

answer % = answered/offered

For instance, XYZ analyst responded to 15 calls and 5 alerts not answered = total offered 20 calls.
Answer % = 15/20  = 75% 

------------------------------
ATUL ARYA
------------------------------

Samuel Jillard

------------------------------
Mauricio Garcia Lopez
------------------------------

Estoy de acuerdo con Samuel Jillard . Separar las colas por equipo. Desarrollar una lógica para enrutarlas.  

------------------------------
Mauricio Garcia Lopez
------------------------------

I have to agree with most on the post- to separate and have clear expectations of each group. 

------------------------------
Stacey Sanchez
PACU- Workforce Operations MGR
------------------------------

Hello,

Here are a few thoughts:

Filtering by Work Teams: Since you mentioned that you can filter SLAs by work teams, this seems like a reasonable approach to start with. If your system can accurately identify which calls are handled by vendor reps versus in-house reps, then filtering based on work teams should allow you to measure the SLA for vendor reps specifically.Accountability for SLA %: If both groups (in-house and vendor reps) are held accountable for the overall SLA, make sure your reporting reflects this by showing separate metrics for each group, as well as an aggregate SLA. This transparency helps in identifying any issues with either group and ensures accountability.

------------------------------
Rihab
------------------------------

Is there a way to view agent level stats per Queue?
When I look at the agent performance on a Queue level, it shows the same stats for them on each Queue which is obviously their average stats, not their average stats for that specific Queue.

------------------------------
Nazlene Hamid
Program Manager
------------------------------

You can track it down by queue metrics level.

------------------------------
Kathiravan Srinivasan
------------------------------

I agree that SVL is not an agent metric. Instead, may I suggest using the "On Queue %" from the Agent Productivity Report>Statuses tab and hold each agent accountable for the percent of time they are "on queue" during their scheduled shift.   Set a reasonable target of around 80%, allowing for a 30% margin for shrinkage. This KPI is controlled by the agent and if achieved, they will contribute to meeting service level and budget targets.

------------------------------
Sherri Gordon
------------------------------

Agreed with many people in chat SLA is the key. 

------------------------------
Senih Demren
Senior Technical Specialist
------------------------------

The responses have been thorough and insightful.  I wish I could add more that's helpful, but it seems it's pretty much resolved here!

------------------------------
Harley Breth
Contact Center Manager
------------------------------