Service Level

[jmercado08]

Hello Cisco Folks,

Obviously, we measure service level on a skill group level only. I wonder why we dont measure SL on an agent level? What is the explanation there. I see all reports in CUIC and I could only see SL when running skill group reports but never on a agent daily activity report.

Kindly enlighten me on this one.

[Gergely Szabo · Accepted solution]

Hi, just think about it. Service Level is the percentage of the calls answered within a certain amount of time. 

A typical call flow: customer places the call, IVR responds, customer chooses an IVR option and then they need to wait for someone pick up the call. In most cases the service level is based on the waiting time between the moment the customer has chosen an IVR option and the moment when the agent picks up the phone.

How can we measure that? 

It is recommended to insert CallType nodes in the ICM script right after the IVR option, this starts the timer for the Service Level calculation (for that particular CallType). 

To answer your question, the interval between the moment when the call is presented on the agent phone and the agent picks up - RingTime - is already calculated into the Service Level for the CallType.

You can watch the RingTime if you insist but most call centers have Auto Answer or very short RONA times to make the overall Service Level percentage higher.

G.

[jmercado08]

Thanks very much Gergely. It making more sense to me now, the service level. So, to finalize my question, it is not really usual that we measure the service level of each agent (how effective or responsible they are in handling calls) but more correct to measure by call type? If i want to know the service level of one agent only, that is not necessarily calculable?

thanks again for the response.

[Gergely Szabo · Accepted solution]

Hi, correct, you usually watch the service level of a call center service (not to be confused with a Service in UCCE), which might be a whole call center, an IVR option, a set of skill groups etc.

And of course, we can watch the agent performance but it's not really related to the SL itself as the agent does not really have the opportunity to change it (except for an undesired situation when the agent does not pick up the phone, sending the call back to the queue and making the waiting time longer, effectively lowering the SL value).

The key performance indicators (KPI) for an agent are decided by the customer. For instance:

- number of calls handled;

- average call length (should be at least 2 minutes, but 3.5 minutes maximum),

- average ACW time,

- various Not Ready (AUX) times.

There is a very interesting trend that uses automation to watch the agent's behaviour, based on the language the agent uses.

G.

[jmercado08]

Thank you Gergely,

And I am surely more informed now. I get your idea on agent metrics and I am aware of that. And now I have more concrete understanding on service level computation and that it is best calculated as a team or as a whole and not as an individual... I am thinking.. well maybe it is just me who wants to know service level on agent level but generally, it is not the practice and that the individual cannot really do something with the service level... given that the agents are really doing what are expected of them and the service level computation should be valid for the whole call center. Thanks very much. Very enlightening. Happy to hear from you, Gergely.