Service Engineering - Recitation 11. 4CallCenters Software

Transcription

1 Service Engineering - Recitatin 11 4CallCenters Sftware

2 Dwnlad and Install setup.exe and help dcument available frm 2

3 Tls Perfrmance Prfiler Anticipating yur call center's perfrmance fr lng and shrt term decisin making can prfile the perfrmance using a wide variety f perfrmance indicatrs Staffing Query determine the staffing level required during a given interval in rder t meet yur call center's perfrmance gal If mre than ne perfrmance gal, shuld use the "Advanced Queries" tl Advanced Prfiler an enhanced prfiling tl, allws multiple-value input parameters. especially useful fr creating large perfrmance tables r fr preparing graphs. Advanced Queries Can use if yu have multiple perfrmance gals r if yu want t determine the value f ne f yur input parameters, fr which yur gal (r gals) is achieved, Allws multi-value input (fr bth input parameters and gals) What-if Analysis test varius what-if scenaris which arise frm the pssible variatins in yur call center's parameters see the impact f such variatins n yur perfrmance. 3

4 Perfrmance Prfiler Example: T = 60 min / N = 10 / AHT = 01:00 / Arrival rate = 550 Case 1: Set Target Time t Answer = 00:10 Case 2: Set Target Time t Answer = 00:00 t cmpute P(delay) Case 3: Increase the arrival rate up t 600: the systemexpldes 4

5 Perfrmance Prfiler (2) Add either Trunks r Overflws feature t keep yur system stable Trunks: maximum number f calls which can be in the system simultaneusly Overflws: a technical limit n the time a call can spend waiting in queue 5

6 Perfrmance Prfiler (3) Add the abandnment feature - the system des nt explde. 6

7 Operatinal Perfrmance Measures 7

8 Operatinal Perfrmance Measures (2) With abandnment changing Target Times 8

9 Operatinal Perfrmance Measures (3) 9

10 Staffing Query Chse a perfrmance gal t receive recmmendatin fr staffing P(abandnment)=5% Avg time in Queue = 1min 80% f custmers wait less than 20 secnds 10

11 Advanced Prfiling Can enter multiple values fr input parameters Especially useful fr creating graphs r perfrmance tables EX) Change staffing frm 3 t 20 11

12 Advanced Prfiling (2) Try using Table > Exprt t File features. Exprt the table t Excel. Create a graph f prbability t abandn against staffing. 12

13 Advanced Prfiling (3) Try multiple parameters ptins. Create multi-parameter graph f prbability t abandn against arrivals, depending n different staffing levels. Change number f agents frm 10 t 20 by step 1. Change arrival rate frm 500 t 800 by step

14 Advanced Queries Yu chse perfrmance gal(s) and a certain system parameter. 4CallCenters determines which value f this parameter will lead t the desired perfrmance gal. In Settings chse if yu need "Lwer", "Upper" r "Best" value f the parameter. 14

15 Advanced Queries (2) EXAMPLE 1) Set the number f agents as a parameter t query and set tw target gals: 5% f abandn and 80% served within 20 secnds. Yu can als chse multiple arrival rate: frm 500 t 1,000 by step 100. NOTE: When there are multiple gals, it is usually impssible t meet all gal values simultaneusly, therefre achieving the gals is in the sense that the values f the perfrmance indicatrs set as gals is at least (r n mre then, depending n the indicatr) the value set as their gal. 15

16 Advanced Queries (3) EXAMPLE 2) Set the arrival rate as a parameter t query and set tw target gals: 5% f abandn and 80% served within 20 secnds. With arrival rate f 145 custmers per hur, we achieve bth % Abandn < 5% and % Answer within 20sec. > 80%. With arrival rate f 146 custmers per hur, the cnstraint f at least 80% served within 20 secnds des nt hld. 16

17 What if Analysis Tests the sensitivity f the Call Center perfrmance t variatins in parameter s value. Assume number f agents=200, average handling time 5 minutes and 2,500 calls per hur. Take the basis f average patience t be 8:00 and perfrm the analysis. Setting What-if number f test values and value increments cmpute 17

18 What if Analysis (2) 18

19 What if Analysis (3) 19