Understanding System Response Service Levels
THIS ARTICLE APPLIES TO:
PROCESS:
This takes into account all of the time from the moment the email enters the system until the moment the reply leaves the system.
Events such as transfers, time in the agents workspace,or time sitting in a mailbox do not affect this calculation. Emails responded to within the threshold are considered within the service level.
This data is tracked in the Historical Statistics > Mailbox Summary Report >
- # Emails Within SSL-Continuous
- % Emails Within SSL-Continuous
- # Emails Within SSL-Service Hours
- % Emails Within SSL-Service Hours
You may set the calculation to use either a or specific schedule or Continous Time in the System Response Service Level Schedule drop down list.
The items available in the drop down list are the schedules that have been created in the Moxie Channels Web Administrator under System > Schedule Maker.
AFFECTED SYSTEMS & USERS:
ADDITIONAL INFORMATION:
Mailbox A has the following options selected:
System Response Service Level = 24 hours, 0 minutes & 0 seconds
System Response Service Level Schedule = Office Hours (9AM to 5PM, Monday through Friday)
In this case, only the hours between 9AM to 5PM, Monday through Friday are counted towards the 24 hour time limit. Eight hours would be calculated for Monday, Tuesday and Wednesday. Should this email be responded to before 5PM on Wednesday, the email would be included in any Historical Reports as having met the System Service Level Historical Reports. Should this email be responded to on Thursday or after, Historical Reports would list it as NOT meeting the System Service Level.
Under these conditions, if an email arrives on Monday at 9:00AM, the System Response Service Level would be reached on Wednesday at 5 PM.
Example 2:Mailbox B has the following options selected:
System Response Service Level = 24 hours, 0 minutes & 0 seconds
System Response Service Level Schedule = Continuous
Under these conditions, if an email arrives on Monday at 9:00AM, the System Response Service Level would be reached on Tuesday at 9:00AM. Because 'Continuous' time is selected, the 24 hours is calculated from the time the email entered the system until the time it is responded to with no breaks in the time allowing for agents to be off duty. Tuesday at 9:00:01 AM the email will be listed as NOT meeting the System Response Service Level.
Note: There are many variables in the work environment that may affect the ability to respond to an email within the service level. Therefore, it is a recommended practice to monitor the level of email activity over a period of days to determine what an appropriate and realistic service level might be. Take an average of your findings and raise the bar bit by bit until you find an optimum service level.
See related Knowledgebase article #1949: "Understanding the Agent Response Service Level" or the "Administrator's Manual" for additional information.