Messages

1

Improving QueueMetrics / Re: SLA per period. Example, per day, per hour.

« on: June 18, 2008, 22:22:19 »

Hi, just to add another justification why this feature is needed:

When you are evaluating the call center, you need to know at what time of the day, you have too few agents that are causing the SLA to be low. For example, at lunch time. Other cause can be that the agent are log in late, etc.. So if you have the SLA per hour, you can focus the efort to improve the worse ours first.

Same thing can be per day of the week, example, weekends.

2

Improving QueueMetrics / SLA per period. Example, per day, per hour.

« on: June 14, 2008, 04:47:42 »

Will be great to have a SLA Distribution report.

I need to compare our SLA in a day basis, week, and month in order to take actions to improve it. Will be nice to have that also per hour.

Example:

DATE                SLA 10s     SLA 20s
2008-06-13      83%          88%
2008-06-14      87%          91%
2008-06-15      90%          93%
SUMARY            88%          90%

HOUR                SLA 10s     SLA 20s
08:00                83%          88%
09:00                90%          93%
10:00                87%          91%