: The company has an SL value of 70/30. During the day, 36 dialogues out of 57 in the queue were processed within 30 seconds. In this case, SL is 63. There are several reasons why the indicator is below the norm. For example, requests are distributed unevenly between operators, and the queue can accumulate.
How to improve Service Level in india mobile phone numbers database text channels using LiveTex tools?
LiveTex allows you to evenly distribute requests from the queue between all operators in the network. The system takes into account the load on each employee. You can also set limits on simultaneous requests per operator to avoid queue accumulation, and channel priorities so that requests from more important channels are displayed faster. For example, the waiting time in the chat on the site is shorter than in e-mail.
Lost Call Rate. Why analyze LCR in text channels?
LCR is the number of lost calls, but we will consider missed dialogues. The indicator is used to evaluate the efficiency of operators. The lower the value, the better. It is considered that normally it does not exceed 10%.
How to calculate LCR in text channels using LiveTex analytics?
LCR calculation formula: (Number of missed) / (Total number of all dialogs) x 100.
In LiveTex, you can easily see the number of missed dialogs in each channel and for each operator. For convenience, the data is presented in the form of graphs and diagrams.
To help your operators become more efficient and regularly evaluate the quality of their work, we offer LiveTex analytics , which we provide to all our clients. With its help, you can evaluate the level of service, as well as the distributed load on operators in real time. We remind you that now you can order the calculation of custom indicators important for analyzing operator performance from our analysts. We will do everything quickly and efficiently! To order a report, contact our managers in a convenient channel.
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