Monitoring Call Center Applications with Application Response
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- Heather Lamb
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1 Mg App wh App p U Hh App p m mg h pfm f pp, h kp pp by pv b pp h hy f g m. Wh App p, y f pp pmz p m fy bh pfm pbm bf hy mp pvy. App p m h - p m f h pp whh y pv y wh pg m q: h kp pp, m b pp, h. I pv -- ppv f h pv xp ff bkw f p m m, wk m, v m, y fy whh p f h f g pfm pbm. Bf Wh y App p h Hh mp mg h pfm f pp, y hv h fwg bf: 1. Impv h pvy f pv by mg p m fy whh hv h w p m hgh g. F pvy mpvm h hv h g vg h m f wh f v. 2. M h pfm mp f hg y f. 3. Fx pfm pbm bf hy mp pv pvy. S p m hh h w g m wh pfm bg g, wg pbm b fx bf p m h pb v. 4. Dg pfm pbm qky by mg whh gp ff g p pbm h, h wk, h v. 5. Impv py pg by pjg w qpm b h pfm. Impv vy. Sw pfm fm pp w pvy, f m,. U App p fy h w, w wh h hgh g h m wk ff. Th mk hg pmz h h hv h bgg mp pvy. M h Imp f hg. Wh pgg mfyg pp fw ppg f, App p m p m bf f h hg. Th w y m hw mh h hg h g mpv pfm. Wh vpg w, App p p m h h pfm w bf mpmg hm h. Fx fm bm bf vy Sff. T m pvy, y kw b pfm pbm wh pp bf hy y mp p m h gh f h. U App p wh v Hh hh h gg m wh pfm bg g. v Hh my fy IT p wh pfm, hy hv m fy fx pbm bf h pvy f pv gfy ff. Dg fm bm Qky. Wh App p f pfm pbm wh pp, y y m whh h ww h, h wk, h v. Th fm w y qky h ff f y IT ff h ppp. I, App p Hh 5.6.5
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4 Mg App wh App p 4 Th D A--G p h vg p m f h Q f m m f m gf m f wk v m. Wh S mp h p h Av A--G p, h h h Av gp xp m v f v m b wk m. S h, bh, h Q vv my f v h wk, wh v p p. Th D, hwv, hw hgh wk p m h h Av. Wh h fm, S k h pp vp g h Q q v m, php by qg fw p h wk. Sh k h wk m vg w wk f h D ff. Wh h pmz mp, S h A--G p f bh. Th p hw h p m f h Q f h w m, h h vg p m h hh. Th pv bh qky p b mpvm h p m f Q, hy b hv f m. B S w b App p fy h pf f h w w, h m gwk w b h ppp mpv pfm pvy ffvy. T pv. T fh mpv pvy Sw I, S h App p Sv Dvy p hw f m v pv pfmg h hgh wk ff, h v. (f Fg 3.) Th hgh-ff y w p m f h m, hy g h wk, whh ff p m f h pv. Af yg h p, S k h pv why wh hy pfm h hgh-ff. H h v h pv f q Th pfm f g hgh ff. G G f B f B Fg 3. Fg Hgh Tff, Hgh Ug T m wh hy y y m p f h fm. S S b q h q m f fm, h pv hm, h fm h g m f w pv. By g h ff b m v h fm h hy q h g h m f h wk, S w b v m by 5%. Aj Sffg v. S App p hp p ffg v h Sw I. F h, h A--G p k h T Obv h, whh hw h mb f p m v h pf m p. Sh k f p m h by m f h y, y f h wk, wk f h y, b h mb f pfm h. Sh h h fm wh hg m v pv ff vg. F xmp, h fwg h y hw h Fy w h, S h fw pv Fy. q v S q v S X X Hh 5.6.5
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6 Mg App wh App p 6 h hh, h hh. Th xpg pfm pbm. Avg p Tm. Th Avg p Tm h hw p m f h m, wh bkw m, wk m, v m. By gg h h, S qky gg p m f h m whh p f h f my b g ww. I h mp p, h Avg p Tm h hw h h f h hv f p m pfmg w. Th fh b, hwv, hw h h Q h w vg p m f 8, m f whh v m. T T. Th T T h hw hw f h w pfm g h pg p. I hp S h v mp f h h fm h p. F xmp, h mp p hw h h ym Q pfm m f. fm pbm wh h w hf hv hgh py h pbm wh m-, b hy w hv g mp pvy. T By. Th T By h hw h mb f mg gg by f h g h pg p. Th m m f h wk ff g by h, whh b w p m. I h mp p, S h h pbm Q g f wk ff. Hwv, h Avg p Tm h h wk m w b v m hgh. Fm h fm, S h h wk h gh bwh mm h ff, h p h h pp v wkg h ff q fm h pp. SA V. Th SA V b k h m b h pfm, wh h w pfmg h p f h. I pv m pp h gph h h p. S h fm h g f h p pfm pbm h. I h mp p, h Q k h bgg pfm pbm, wh 5% f xg hh. fm h Sv Dvy p. Af xmg h p Fg 5, S vg h Q m whh my q h pp v, whh h q h ffy by h v. T h vg, h A--G p xm h mb f mg by, gg by, T, p bv. Th fm w hp h hw f h pp mm wh h pp v g Q. S h k vg f m g wh h Hh p fh bh h Q f wy mpv pfm. pg Mgm. S h h Sv Dvy p wh -v mgm wh hy k f p-- fm b pfm. A wh Hh p, h h App p p g b (y, wky, mhy) my mk h p vb pf g -m, p Wb p, h Hh Wb f. V 2: M h fm Imp f hg Th pfm f h pp b b pb g f hg h fw f. Uxp hg pfm my ff h pvy f ff, g g m f. U App p m p m bf f hg pb v v m xp pfm mpvm. A Sy: Sfw q Upg. Wh Sb pg fw, h IT ff Sw I w hk mp p m ym bf pgg h fw h p ym. F hy h m pfm p h p m f h, xp by m v pv. Th fwg p hw h p m f wh h hh. Hh 5.6.5
7 Mg App wh App p 7 v, h IT ff p h : hy pfm mp f h 48 h h m p g hk p m. Th p hw h p m f h fw pv v. Th IT ff h f f b pgg h p v pfm h pg. Bf pgg h fw h p v, h IT ff pfm h pg v. Th hy pfm mp v 48-h p h m p mp p m bf f h hg. Th g p hw gfy w p m f h fw pg. T vg h f h p m, h IT ff A--G p f h. Th Avg p Obv h hw h bkw f p m, wk, v m. 9K 6K 3K Th h hw h h g b vg p m v m. Th IT ff vw h pg h hy v pm mm w fw fy. Af hy hg pm h V 3: Fx fm bm bf vy Sff T f v f qk p m f h ff wh hp hm, p App p m p m v Hh f pfm hh f m. A pfm bg g, v Hh g m, gvg y m vg h pbm bf y bg mp pvy. A Sy: Sw p Th vy. m v pv Sw I Sb p m q, q, pfm hk. Thy App p m f mp f h pp: m,, ym, Q. F p m wh h pp w pv v m m h y. Sw p m pvy, w, f m. v Am Tgg by Thh. T f p m f m v pv, h IT ff v Hh f f hh f h h pbm pfm g. F xmp, h m pfm h f m vy y m b vy f, hh f fw: Wg wh p m x 2. M m wh p m x 2.5 Mj m wh p m x 3. m wh p m x 3.5 Hh 5.6.5
8 Mg App wh App p 8 Wh pfm pph x hh, v Hh my py h m h v Exp bw, v S gm, -m pg mg h my - IT p. Th g m gv h IT ff h m hy gz, bh, p h pbm bf gf y. F xmp, h fwg mp -m h v Hh wh p m pphg hh. Th -m h ym,, pp v vv. Th fm w h IT ff fy h pbm qky, hy fh vg k ppp. Fm: NHh U [m:[email protected]] S: Thy, Dmb 4, 23 1:28 AM T: [email protected] Sbj: Am mj p Tm pphg hh; v -p---sv2-a ID: /4/23 1:23: 12/4/23 1:27:59 p Svy f m Hh Ev D: T Sv [Svy]: mj [S Tm]: 12/4/23 1:27:59 [S Tm(UT)]: [Em Nm]: -p---sv2-a [ Mg]: p Tm pphg hh [Th Typ]: p [Vb]: Avg. p Tm [bm S Tm]: 12/4/23 1:23: [bm S Tm(UT)]: Dm h Sp f h bm. Wh v Hh -m m, h - IT ff mmb hk h v S gm h p f h pbm. Th IT ff h fg v S f h f f h pp. Wh qk g h gm, h IT ff m whh m pbm f m gp, v, wk mp. I h, h v S gm hw m f h f h m f h pp, w w v m. B h - m pp f h f f y, h IT ff qky h (Av) hvg b. Wh h pbm f, hy p g h f h pbm, b h x. bm wh f h Q S v ym _Sw h bm wh 2 v m Sv W Sv Fg 6. v S Dgm f App V 4: Dg bm Qky Wh App p g h pfm f y pp, y k f vg f Hh g pb qky pp h pbm. D-w p fy whh h pbm h, h wk, h v, whh h pbm m p pp,, gp. Wh h fm, y qky h ppp IT vg v h, h mp pb. D Dw f D. T h y fm h pv, v Hh h IT ff h h pp xpg pfm pbm, ffg pv h Av ff. Fm h v S gm (hw Fg 6), IT ff mmb gh-k Av w A--G p vg h pbm f m v pv h. Hh 5.6.5
9 Mg App wh App p 9 Q ym v g h m ff by h v ww. S v _Sw h W Sv I h A--G p, h Avg p Obv h hw v p m f h p h, pg pbm h v. -p-s f-p-s gy-p-s -w2k-s 4.31 K 3.87 K 3.61 K 2.15 K K p-s 1.82 K K 3K 2K 1K Th T Obv h f h A--G p hw pg hg pp vy: h bg h m m h h v p m bg. Th pfm pbm mpg h by f Av m v pv w Dm Wh I Aff. Th A--G p hw vg pfm f Av. Fm h A--G p, IT ff mmb w Tp N p f f h Av wh Th Tp N p hw h v p m hgh f m h Av ff. Th fm h IT ff h h pbm y pf b pbm wh h v h v h pp f h Av ff. Nw h h IT ff h f pbm v p m f Av, hy h Hh p p vg h v k f h f h pbm. F xmp, hy Hh p f h v hk f xp wh. Thy A--G p f h pf v whh h Av g k f h f h pbm. Th m g f Hh p mpf bhg pv -- f pp pfm mgm. V 5: Impv py g App p hp y pfm py pg pp y f. Wh h fm, y p h f pg pp v, ym, wk mp pp h v f pfm. B App p f h f h mpg pfm, y p y p bg wh m. Wh y jfy p Hh 5.6.5
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Postal Premium Rates for the Federal Employees Health Benefits Program
Alabama Aetna HealthFund Alaska Aetna HealthFund Arizona Aetna HealthFund Arizona Aetna Open Access High Self WQ1 197.12 224.29 190.89 33.40 6.79 High Family WQ2 492.84 542.32 428.27 114.05 27.63 Arizona