A measure expressed as a percentage of the total time ( AHT ) spent by an analyst divided by the total time available. For a half-hour, the calculation is (Call Volume × Average Handle Time in Seconds) ÷ (Number of Agents × 1,800 seconds). #PerformanceManagement #WorkforceManagement ...
(1) A quantified, specific statement identifying what a service desk or support center will accomplish over a period of time, such as “reduce total cost of support by 15 percent during Q3” or “decrease customer downtime by twenty-five hours per quarter during Q4.” (2) The defined purpose or aim...
An acronym to remember that targets in service level agreements , performance reviews and project plans should be Specific, Measurable, Achievable, Relevant, and Time-based. #ServiceLevel #People #Leadership #Practices #PerformanceManagement #ProfessionalDevelopment #SLA
See Response Time #CapacityManagement #SupportOperations #KPI #Metrics #PerformanceManagement #ITSM
The average delay of all calls, or the total delay divided by the total number of calls. ASA is one of the earliest metrics associated with handling telephone calls. It has slowly lost favor as the top metric for service level because averages tend to disguise queue times that a significant,...
The documented, procedural process for ensuring that all of the activities involved in providing services or products meet quality standards. #Metrics #PerformanceManagement #SupportOperations #QualityAssurance #Governance
The process responsible for ensuring that the quality of a product, service, or process will provide its intended value. A systematic way of ensuring that all the activities necessary to design, develop, and implement services that satisfy the requirements of the organization and of customers...
Periods of time other than the support center’s busiest periods. Also describes periods of time when long-distance telephone carriers provide lower rates. #SupportModels #WorkforceManagement #SupportChannels #SupportCenter #ServiceDesk #PerformanceManagement #SupportOperations ...
A state shown in the ACD in which analysts have signed on to a telephone system (made their presence known) but may or may not be ready to receive calls. #Practices #WorkforceManagement #PerformanceManagement #Staffing
For staffing calculations and traffic engineering purposes, calls that approach or exceed thirty minutes. #SupportOperations #SupportChannels #ServiceDesk #PerformanceManagement #Practices #SupportCenter #Staffing