Agent Productivity HELP!!!

[cheller]

Help!

I am going crazy. Every time I think I have figured out a formula for my agent productivity it does not calculate.

I use AVAYA CMS supervisor for my phone reporting and administration.

My agents are Mostly account managers ( ran a bit different than the normal call center ) so I have staffed Phone time and un-Staffed time.

For Ex:

Rep A

Staffed for 4 hours has 4 hours in AUX for administrative and follow up work. All reps have direct extensions should a caller need to speak to them specific.

I had thought that

Time off the phone + Phone Time / Staffed time would work.

I also had been using

Minutes available ( idle ) + ACD time / Scheduled time on phone to get me a productivity %

Now I am doubting what I am seeing...

Any thoughts on a true Agent productivity report?

[thetuan]

Hi,

simply put - agent productivity should be the % of time that the agent is logged into the ACD against the time that they should be logged in.

For example - agent A is scheduled to work 8 hours. If you take away one 30 minutes lunch and two 15 minutes breaks, the available work time is now 7 hours. Let's take out another 25 minutes of approved off phone time (meeting, training, etc ...) and the available work time is now 6.58 hours. Now you can compare the actual ACD log in time of the CSR for this day - let's say the ACD log in time is 6.25 (6 hours and 15 minutes). This CSR productivity is 6.25/6.58 = 95%. The 5% is the time away from the phone that is not approved time (bathroom breaks, smoke breaks, etc ...). Normally, you should try to keep this around 3% - 4%.

If you can do this every day for every CSR, then the call center mgmt team can easily monitor the productivity of all levels (operators, teams, shifts, etc...). Additionally, if you have a system to report on break adherence by operator, then your workforce team can use these two reports to identify poor performers with schedule adherence and the mgmt team can correct the behavior accordingly. If this is done consistently, then your call center will be easier to manage because most operators are working according to their assigned schedules.

Now if your forecasting and scheduling .......

I won't get into that now :-)

good luck

[pgoldberg]

It looks like you are looking for productivity of time logged in. Your statement that you "Doubt what you are seeing" makes me wonder which data items you are looking at. Can you give me an example of what result you are seeing? For instanct, are you seeing 20 minutes of available time, 3 hours of ACD time, and 8 hours of staff time returning a 42% productivity? Or are you seeing productivity of < 10% or > 100% on people and that doesn't seem correct? Are your reps multi-skilled? I have worked with avaya in a similar environment, just need some additional information in order to be able to help.

[Fred Offenburger]

We are currently using Avaya BCMS which is even morre limited from my understanding of call management systems and we are examining the same things.
Agent productivity as we are calculating it is, Total ACD time plus Available time plus Extension Time ( I guess this would be your Aux Time) / Staffed hours. This number should give you a fairly accurate representation of agent productivity in relation to your ACD system.
The real problem, at least for us, is documenting the not logged in time....Any one have any recommendations for this one?

[pgoldberg]

This one is either very simple or very complicated, depending on how you pay your reps. Idealy, you use a productivity measure around the % of time they are paid vs. total login time. In outsourcing this is usually calling Billing Yield or Agent Yield.