Workforce Optimization with inContact

[drkomaha]

Hello-

I am using the old productivity measure of Calls Per Hour (CPH).  I calculate this simply by dividing Total Contacts by Total Login Time -Available Time [Total Contacts / (Total Login Time - Available Time)].

My concern is that it becomes cumbersome if I try to subtract approved Unavailable Time (i.e. scheduled meetings, breaks, lunch, etc.) for each agent from their Total Login Time because it is a manual process, combining data from 2 exported reports.

To avoid these additional manual calculations, we are trying to decide if agents should log out of MyAgent during approved Unavailable Time.  This is a problem because if they log out for a scheduled event it will negatively affect their Adherence.  Most of the Unavailable Codes are hardcoded to show the agent is logged in, (except the Time Off and FMLA codes).

Also, because some agents are part time and some full time, if the part time agent does not "earn" a lunch and a full time agent does, the full time agent is "penalized" for being logged on for thirty unproductive minutes.  The same scenario holds for agents who may be involved in a focus group or an agent who "earns" a break compared to one who did not "earn" a break due to the length of their shift.

Is anyone else having their agents log out of MyAgent to avoid adding "non-productive" minutes to their log in time?

Thank you!

Dave

[remharris]

If you're using inContact's Workforce Management product, one possiblity, if you haven't done this already, is to add the ACD state "Lunch" to the agents list of options to select from in myAgent.  Then, on inwfm.com, you can match the ACD state "Lunch" to the working state "Lunch".  When this is done, the agents will choose the ACD state "Lunch" and it will match the scheduled working state/activity as lunch.  With this setup, the agent is able to be held accountable for following their lunch schedule, its applied to adherence, and avoids penalizing those agents that do not take lunches (unless, of course, they choose the ACD "Lunch" state when they're not scheduled for a lunch period).

The bonus to this is that it works for any ACD state that you have.  You just go to inwfm.com, under Data Admin on the settings tab, then to States, and you can match everything together.