Avaya/Lucent BCMSVU2

[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

[robertn]

Jamie,

I'm not sure I heard or perceived your situation correctly. I think I heard you say the center's call volume has gone up and your service levels have decreased. Am I hearing you correctly.

If yes, the answers to the following questions would be helpful. How many more calls have been taken than usual or planned? Did you add any additional labor hours to manage / handle the additional volume?

Bob

[jamie]

Robert, the difference - is this month the number of calls are lower , we have the same number of available agents yet our in service % levels are significantly lower.

[robertn]

Jamie,

It's been a while since I've used BCMS....unfotunately the system typically presents an accurate picture.

Your probably way ahead of me on this one and have already checked the common causes for changes in service levels. Typically the quick check list would include has your incoming call pattern changed? Is there a typical half hour or series of half hours that are causing the problem that requires schedule adjustments? Has the average call legnth changed? Has the agent availibility changed?

I'd suggest your Avaya service/account rep should be able to answer your BCMS questions.

Bob

[Gerry Miller]

I have only used CMS myself but you may want to try the Avaya Users group InAAU for help. This is a true user group, run by the users themselves not Avaya. The website is inaau.org