[jamie]

I recently came on board with an organization which is using BCMSVU 2 . I am trying to evaluate the different modes this system uses to measure service levels and what factors impact the end results for a day, week, month etc....

I have all of the manuals, however it appears our results may be impacted by formulas put in place when the system was installed.

example of quandry: Last month our dept took the highest number of calls since BCMS began recording . For the month in question we were at 92%. For the month of Nov. Our % in service level has dropped dramatically both on a daily level and of course the month to date avg. I have not seen significant changes in agent behavior, so I do not know what may be impacting our results.

Any suggestions or recommendations ?

jamie