Understanding the Agent Response Service Level
THIS ARTICLE APPLIES TO:
All versions of Moxie Channels NetAgent.
PROCESS:
The Agent Response Service Level is used to determine the optimum amount of time an email is active in an agents mailbox or workspace before the agent responds. Email's responded to within the threshold are considered within the service level.
This data is tracked in the Historical Statistics > Mailbox Summary Report > # Emails Within Agent Service Level and % Emails Within Agent Service Level.
This data is tracked in the Historical Statistics > Mailbox Summary Report > # Emails Within Agent Service Level and % Emails Within Agent Service Level.
AFFECTED SYSTEMS & USERS:
Administrators
ADDITIONAL INFORMATION:
Example:
If the Agent Response Service Level is set to 1 hour and the agent replies to the email within the hour, the email has been responded to within the service level. The Historical Statistics > Mailbox Summary Report > # Emails Within Agent Service Level will be incremented by 1 for this email.
There are many variables in the work environment that may affect an agent's ability to respond to an email within the service level. Therefore, it is a recommended practice that you monitor your agents level of activity over a period of days to determine what the appropriate and realistic service level might be. Take an average of your findings and raise the bar bit by bit as your agents become more comfortable with the system.
See related Knowledgebase Article #1948: Understanding System Response Service Levels or the Moxie Channels Administrator's Manual for additional information.
If the Agent Response Service Level is set to 1 hour and the agent replies to the email within the hour, the email has been responded to within the service level. The Historical Statistics > Mailbox Summary Report > # Emails Within Agent Service Level will be incremented by 1 for this email.
There are many variables in the work environment that may affect an agent's ability to respond to an email within the service level. Therefore, it is a recommended practice that you monitor your agents level of activity over a period of days to determine what the appropriate and realistic service level might be. Take an average of your findings and raise the bar bit by bit as your agents become more comfortable with the system.
See related Knowledgebase Article #1948: Understanding System Response Service Levels or the Moxie Channels Administrator's Manual for additional information.
ESCALATION PROCEDURE:
If you have additional questions, please contact our Support group at 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.