Hi Datta,
Just to extend on what others have said.
It sounds to me like the business is trying to hold agent's responsible for business performance which isn't ideal.
Agent has very little control over SLA compared to the business, eg resourcing and shrinkage on the queue being a major factor for SLA performance.
Agent's impact on SLA is measure through their AHT and adherence, lower the AHT the faster they get to the next call, if they are on queue when the demand is there then that demand will be met so lower AHT. But even that is also largely determined by the business processes as well, ie lengthy processes the agent has to follow or meetings and training the agent has to attend. Not that agent's are perfect angels who don't muck about, just saying is there is a SLA performance issue, then maybe it isn't the agent's to blame.
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Anton Vroon
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Original Message:
Sent: 03-26-2024 09:44
From: Datta Rajdeep
Subject: SLA in Agent Performance View
Hi Folks,
How do we calculate SLA for Agents?
We have MET SLA metrics in Queue performance view which is not there in Agent performance view. How do we get agent wise SLA report?
We need to know who the agents are not meeting the SLA.
How do we get that?
Thanks in Advance,
Rajdeep
#Reporting/Analytics
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Datta Rajdeep
AXA Group Operations SAS
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