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Tony Tillyer

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Service Level/Grade of Service for Direct Dials
« on: January 01, 1970, 12:00:00 AM »
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This is new to me, so I hope someone can help out:

Most of the Agents in a particular Agent Group take calls as a result of Direct Dials by customers, as well as taking calls via Queues, which means (sometimes) they are not available for Inbound Calls, as defined by our (industry standard) Service Level.

Given that it is normal in our Call Centre to apply the Service Level to all departments in the same way (based on Inbound Queue stats, time to answer, time to abandon, etc.) is there an equation/statistic which is known to work, to take into consideration that some calls are not Queue/Inbound calls but come through as a result of Direct Dials to Agents?

I agree with our business managers that it is "unfair" to apply the same rules to a department which takes a majority of Direct Dials but I have no way of applying statistical equations which relate to the Service Level.

Has anyone come across this before and, if so, did you agree an equation which worked for Direct Dials, just as well as the Service Level works for Queues? Is there another perspective on this dilemma?

Thanks in advance for any pointers!

Tony
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Dave

  • Guest
Service Level/Grade of Service for Direct Dials
« Reply #1 on: January 01, 1970, 12:00:00 AM »
  • Best Answer
    • It seems that you could create custom statistics to measure the same factors on direct dials that you do on "routed" calls. Try these calculations:
    Direct dial calls are those with a unique ConnID with CallType = Inbound and DNIS not equal to any of the Route Points (basically, DNIS = one of the direct dial numbers)

    Time(Answered) = Time[EventEstablished]Time[EventRinging]

    Time(Abandoned) = Time[EventAbandoned]Time[EventRinging]

    Service Level for Direct Dial = [Num(Answered) Where Time(Answered) < YourFactorHere] / [Num(Answered) + Num(Abandoned)]
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    Tony Tillyer

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    Service Level/Grade of Service for Direct Dials
    « Reply #2 on: January 01, 1970, 12:00:00 AM »
  • Best Answer
    • Thanks I'll see if I can put it together...
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    Tony Tillyer

    • Guest
    Service Level/Grade of Service for Direct Dials
    « Reply #3 on: January 01, 1970, 12:00:00 AM »
  • Best Answer
    • Not sure if anyone is actually reading this thread but another option has been aired by our team; How about applying a Virtual Queue to all Inbound Agent Numbers...

    That is, amending DN's for Agents extension numbers and applying a routing strategy/VQ. That way, if an Agent gets a Direct Dialled call, we can apply the same reporting tools to that call as we do to the Queues.

    Has anyone tried this, so that you can capture Service Levels on Direct Dials? Any ideas on how it might work?

    TIA

    Tony
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