Applying Service Levels

You can use service objectives to establish the right level of service for different types of calls. This allows you to accommodate calls with different degrees of urgency, or for other media such as e-mail and Web chat requests that are queued in Monet. Service objectives allow a contact center to meet the service levels that its customers expect.

Service objectives require you to choose either the Average Speed to Answer, or Threshold/Probability.  Based on the option you select, the system generates the data for the displayed skills. Enter the threshold delay default for day (in seconds), and the probability delay (in %).

IMPORTANT: Monet uses an average ATT and ACW to replace missing data from imported history in order to more accurately forecast future activity. Abandoned calls (ATAB) are estimated with a standard ATT (furnished by the customer) to more accurately account for service levels for the percentage of abandoned calls.
NOTE: Service level targets are enforced at the interval level (NOT Daily).

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Tasks in this Topic Include:

Related Tasks:

Service Level Fields

These are the available fields used to configure Service Levels in a Work Group.

Service Level Fields

Description

Service Level

Service level can be forecast based on Average Speed of Answer (ASA), Threshold Delay, and Probability (%); or a combination of ASA and Threshold/Probability (%).

Average Speed to Answer

The average amount of time a call waits to be answered.

Threshold Delay

The number of seconds a customer call will wait in the queue of the phone system (ACD).

Probability (%)

The percentage of calls that would be answered in the number of seconds in the threshold delay.
Abandoned (%) The target maximum percentage of calls that can be abandoned during any 15-minute interval. During forecasting, Monet calculates employee requirements to meet this goal.
Patience The number of seconds the client will wait on hold before abandoning.

Apply Service Levels

  1. Select Setup > Workgroups.
  2. Select the workgroup you want to work with from the Workgroup drop-down menu.
  3. Select the Service Level tab.
  4. Modify the Goal Type by clicking in the field to open the drop-down menu (Combined, Threshold, ASA).

  5. Modify ASA,Threshold Delay, Probability (%) and Abandoned (%) or Patience by clicking in the field, and typing the change.
  6. Select Save.
NOTE: Changes made on the Service Level screen apply to the entire day.

Applying Service Levels by Time of Day

Use the Service Levels By Time of Day button to modify the service objectives parameters.

NOTE: With this feature, a workgroup can establish different grades of service by the time of the day.
  1. Click Service Levels By Time of Day.
  2. The Service Levels by Time of Day window opens.

  3. Select the Skill Name to modify.
  4. Set the Goals Type, ASA, Threshold Delay, Probability, Abandoned, and Patience for specific interval(s) by clicking in the field, and typing the change.
  5. Set Save.
  6. Click Close to return to the Service Levels tab.
NOTE: Changes made in this window apply only to the Skill Name selected, and intervals that were updated.

 

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