The system attempts to meet service performance goals every interval. It will not further sacrifice one interval's predicted service performance to improve another interval. A caller would want a certain amount of 'uniformity' in terms of service experience regardless if they called in Monday or Thursday. The system also 'looks' at all intervals simultaneously versus looking at Monday's intervals, then Tuesday's intervals, etc. for predicted staffing requirement and service performance and resource scheduling.
Original Message:
Sent: 10-16-2023 13:25
From: Shelby Cronk
Subject: Service Goal Template: Abandon
@Eric Hagaman and @Jay Langsford thank you both for your input.
I can understand and appreciate not wanting to staff to these "balk contacts." That being understood, if they want to staff to those that genuinely abandon, how can we differentiate between "balk" and longer abandons if the system is not taking into account what is a balk/short vs. what is not ?
Jay's suggestion to increase this abandon % seems viable.
Eric, you mentioned "This tendency to abandon, or abandonment rate is what you should configure as your service delivery goal in the Service Goal Templates," and I am unclear on the solution: is it the same suggestion as Jay? Set the service goal to the full abandonment % (including shorts) you're trying to staff towards? any recommendations on data/statistics to support what number to put here? Trying to avoid orgs showing as severely understaffed as a result of setting their goals too strictly or the opposite, showing as over staffed because their goals are too generous.
@Jay Langsford Follow-Up question on the attempts to meet Service Goal Templates. The system is doing its best to meet these goals at every 15-minute interval, correct? What happens if it can't? Thinking from a full week, if it recognizes that meeting a service goal on Mondays is impossible with the current headcount, does it move on to considering the remainder of the week and best optimize to meet Service Goals on Tuesday-Friday and potentially further sacrifice SL on Monday?
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Shelby Cronk
ConvergeOne, Inc.
Original Message:
Sent: 10-11-2023 11:34
From: Eric Hagaman
Subject: Service Goal Template: Abandon
At a high level, the big question is does your business want to staff to a level where you can answer those 'short abandons', often called 'balk' contacts? The answer is almost always 'no we do not'. It is not practical or even really possible to answer those contacts.
Why? These are typically contacts where the customer has decided they don't want to wait at all - for a variety of reasons - change to another channel, decide they will call back at another time, other real time commitment presented itself (example ringing doorbell). It is not practical (or even really possible) for the contact center to staff enough resources to prevent that fast abandon/short abandon/balk behavior - when the customer does not want to connect.
Typically, you do not want to build these contacts into your historical model or forecast staffing requirements for contacts that balk or short abandon.
Now, the contacts which are 'normal' abandons - contacts where the customer wants to connect and they get frustrated with wait times, situations where you are missing your service delivery goal (sl % or asa) or abandon for other reasons after waiting for some time - those you certainly can and should plan for - build those into your historical models, predict staffing requirements, optimize schedules to try to meet that goal. This tendency to abandon, or abandonment rate is what you should configure as a service delivery goal in the Service Goal Templates.
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Eric Hagaman
Genesys - Employees
Original Message:
Sent: 10-11-2023 10:47
From: Jay Langsford
Subject: Service Goal Template: Abandon
Hi Shelby,
The abandonment service goal does not take into account if you have configured Analytics to not include short abandons. This service goal pre-dates the short abandon 'discount' option by several years. So, to take into account we would have to allow an option so we do not introduce what some would consider a breaking change. I think worth creating an idea in Ideas Lab.
For cases where you have multiple service goals configured (e.g., two or more of SL/SLO, ASA, ABD), the staffing requirement prediction and scheduling choices will attempt to meet all of the service goals configured up to the one requiring more staff. So, in practice if you have a SL/SLO goal of 80%/20s, an ASA of 10s, and an abandonment % of 5%, then the SL/SLO or ASA may be the one requiring more staff than the 5%. Even if the 5% had 1pt that was short abandons, the 4% or 5% likely is not driving any higher requirement.
Without an enhancement a reasonable workaround is to estimate what 'discount' you might want to apply to abandonment rate goal. The estimation would be what percent of total abandons are short-abandons. E.g., if 20% of total abandons are short abandons, perhaps instead of 5% goal you specify 4%.
Tagging @Eric Hagaman for possible input.
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Jay Langsford
VP, R&D
Original Message:
Sent: 10-10-2023 09:45
From: Shelby Cronk
Subject: Service Goal Template: Abandon
Question: does this abandon percentage include or not include "short abandons" ?
#Workforce Management
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Shelby Cronk
ConvergeOne, Inc.
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