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!

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

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!

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. 

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

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!

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/

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. 

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

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!

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!

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!

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!