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SLA Tracking of Vendor Reps and In House Reps

  • 1.  SLA Tracking of Vendor Reps and In House Reps

    Posted 28 days ago

    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

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    -suyog
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  • 2.  RE: SLA Tracking of Vendor Reps and In House Reps

    GENESYS
    Posted 26 days ago

    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



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: SLA Tracking of Vendor Reps and In House Reps

    Posted 25 days ago

    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. 



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    suyog gupta
    Health Alliance Plan
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  • 4.  RE: SLA Tracking of Vendor Reps and In House Reps
    Best Answer

    GENESYS
    Posted 24 days ago

    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/



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 5.  RE: SLA Tracking of Vendor Reps and In House Reps

    Posted 13 days ago

    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.



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    GANDHI SHANMUGAM
    ISM
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  • 6.  RE: SLA Tracking of Vendor Reps and In House Reps

    Posted 18 days ago

    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?



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    Adrian Bradshaw
    Enterprise IT Engineer
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