Time and Motion ( NPS )

[Rahul.John]

Hi Everyone,

In one of my earlier client visits, I came across a discussion topic " Time and Motion "; I have a very remote understanding of it.

Tried a Google search for knowledge, but failed.

I'm told "Time and Motion" is related to the concept of NPS.  

I haven't been able to find relevant information regarding the same.

Can you please help me understand this concept; It's relevance and importance.

Thank you :D

[Chris Deren]

How is this related to contact centers? Never hear of this term in terms of collaboration and/or contact centers.

[Deepak Rawat]

As informed by Chris, there is really no such thing as NPS in a Cisco CC environment from a functionality point of view. It might be something specific such as a performance metric or some other thing for the organization where you heard this term.

Regards

Deepak

[Rahul.John]

Hi Deepak and Chris,

I understand that its not  a Cisco functionality.

It is more of an industry concept as opposed to a product feature.

NPS more specifically TNPS, is caught at the call center to understand the state of the customer.

@Chris, my client is one of the largest telecom providers in the world. TNPS (Time and Motion) was an important element of his agent desktop feature. Hence the discussion cropped up with respect  to that.

While I have a sound understanding of NPS/TNPS ,Time and Motion wrt NPS/TNPS is what I'm not sure of.

I'm sorry if I come across wrong, I have an honest doubt. Is this forum limited only to discussion of Cisco or does it entertain industry, competition and solution discussion?

[geoff]

There is some relevance.

(TNPS) Transactional Net Promoter Score - 4 main approaches

• Outbound phone call
• Inbound, agent diverted calls - post call survey
• Inbound IVR - post call survey
• Email/Web survey

Since CVP can do Post Call Survey, a discussion of TNPS not totally in the weeds.

Regards,
Geoff