Management Information & Solutions

MASTERCLASS

EWDFun facts to know and tell about the EWD

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Master Class EWD

1. Introduction to the dialler and EWD

2. Dialler Metrics & You

3. Sources of Data Part 1: EWD/Unison

4. Sources of Data Part 2: Xcalibur/Nice

Dialler Metrics & You

1. Previously in MASTERCLASS

2. The Collections Pyramid

3. Metrics UNISON told me

a. Where the metrics happen

b. Preview vs Predictive

4. Metrics EWD told me

a. How it gets the data back

b. Multiple actions per event

5. EWD or UNISON?

a. What’s the difference?

b. Why we did it

6. Key Metric Overview

Previously in MASTERCLASS

Master Class EWD – Previously in MASTERCLASS Download

Contact ListsEWD

Buranda Dialler

Burnley Dialler

XCalibur XCalibur

Host System

Host System

NICE MQS

NICE MQS

Host System Probe

The Collections Pyramid

Master Class EWD – The Collections Pyramid

Download

Scheduled

Attempt

Connect

RPC

PTP

Kept% Navigator

EWD/

Dialler

Metrics UNISON Told Me

Master Class EWD – Metrics UNISON Told Me

We established last week that UNISON was once an independent dialling tool, all reporting prior to EWD was sourced directly from the UNISON dialler.

The introduction of EWD changed the way we worked but it also had an impact on how we report out information.

Last week I said its easier to understand EWD by exception. We’ll approach the metrics in the same way.

UNISON is the tool doing all the dialling, its what the agents log into, so all my data should be there, true, with a few exceptions.

So lets look at UNISON

Master Class EWD – Where the Metrics Happen Scheduled

Attempt

Connect

Attempt: Count of the number of dials made

Abort: Count of the number of times we have hung up on the customer

Abandon: Count of the number of times the customer has hung up on us

Connect: Count of the number of accounts that have gone to an agent

Worked: Unique count of accounts that have been sent to an agent

Account Called: Unique count of the accounts that have been actioned

When looking at the metrics we are going to cover off the raw metrics and where they can occur at each stage. We’ll leave the calculated metrics to a little late on. For this section we are going to take a look at the following:

No

No

Account

Account gets

dialled

Attempt = 1

Account Called = 1

Does the

phone answer?

Yes

Is there an

agent availabl

e?

System Dispositi

on.

Account Sent

to agent

Yes

Connect = 1

Worked = 1

Put call on hold

Agent becomes available

Call abandone

d

Account sent back for next action

Account sent back for next action

Abort = 1

Customer hangs up

Dialler hangs Up

Abandon = 1

Master Class EWD – Where the Metrics Happen RPC

PTPThe account is now with the agent. So we are now dealing with the following:

RPC: The count of agent dispositions which are flagged as RPCs (Determined through the dialler and reporting)

PTP: The count of the agent dispositions which are flagged as PTPs (Determined through the dialler and reporting)

Talk: The total time (in seconds) that the agent spent talking

Wrap: The total time (in seconds) that the agent spent in wrap

Available: The total time (in seconds) that the agent spent waiting between calls

Account

Are we speaking to the

Cust

No

Agent Dispositio

n

Account sent back for next action

Did we get a PTP

Yes

RPC = 1

No

PTP entered

PTP = 1

Yes

Available Talk Wrap

Master Class EWD – Preview vs PredictiveAs discussed last week the dialler can be run in two states. Either Preview or Predictive. The metrics we have covered off in the previous few slides are what occurs in a predictive environment. When the dialler is doing all the dialling. In preview the dialler doesn’t do the dialling it simply sends the accounts through the agents. So lets see how this changes where the metrics now occur.

Account

Is the account eligible

?

No

Yes

Account Called = 1

Connect = 1

Worked = 1

Don’t send

account

Account sent to agent

Agent decides to

call account

No

Agent Dispositio

n

Account sent back for next action

YesAgent

decides to call

account

Attempt =1

Are we speaking to the

Cust

Did we get a PTP?

YesPTP Entered

No

Yes

No

Available Time Allocate Time WrapTalk

New Metric:

Allocate Time: Time spent (in seconds) once the agent has the account before they make an attempt

PTP = 1 RPC = 2

Master Class EWD – Preview vs PredictiveConsidering the slight differences in how preview and predictive capture their information. Can we explain the following:

1. Can Accounts Called be higher than Attempts?

2. Explain how Accounts Called could possibly be higher than Worked

3. Would I expect to see my Connects higher than accounts called or Worked?

4.What are the key signs I might look for to tell which state a contact list was worked in?

Metrics EWD Told Me

Master Class EWD – How EWD gets the data backRemember how in last weeks masterclass we said that the UNISON dialler returns a disposition whether it be agent or system back to EWD. This enables EWD to evaluate its next course of action. More than the disposition it sends back additional information that we can then use for reporting. Through this information we can identify the following by account and contact list etc:

Dial Start Time = Wether the account was attempted or not (Attempts)

Connected Time = Wether the account was sent to an agent (Connect)

Response Status = This field holds the individual disposition codes. We can simple count the instances of certain dispositions to get the following:

Abort = CHU (Customer hung Up)

Abandon = SHU (System Hung Up)

RPC = NPTP (or any other dispositions that we have determined are to be counted as RPC)

PTP = PTP (or any other dispositions that we have determined are to be counted as RPC)

As we get the account level information we can run a quick query over this data to get the following information

Accounts Called (either Connected Time or Attempt time)

Worked (Connected time)

You’ll notice that the metrics I haven’t covered off above are my agent time pieces (Talk, Wrap, Allocate and Idle) this information only exists in UNISON and so we source it from there.

Whilst we can see all the account level information through EWD and can do a great deal with it, there is actually a shortfall in the data that we can not measure through EWD

Master Class EWD – Multiple actions per eventOne record per event………anyone see a problem if I have multiple attempts in a single event?

An agent wether in preview or predictive can make multiple calls. Unison can see all dialling attempts made, wether dials it has done or dials by the agent. But EWD only gets one record back.

Take a closer look at what I mean.

1. Agent working in predictive has the account presented to them when the home number was dialled (attempt 1). Agent is advised to try and contact the customer on the mobile. Agent then dials the mobile (attempt 2). Agent speaks to the customer, gets a promise and sends the account back to the dialler.

What UNISON saw is 2 attempts

What UNISON sent back to EWD is 1 attempt

2. Agent working in preview attempts to call the customer on the business number (attempt 1), but gets no answer. Agent attempts to dial the home number (attempt 2), but gets no answer. Agent then tries to dial the mobile number (attempt 3), but gets no answer.

What UNISON saw is 3 attempts

What UNISON sent back to EWD is 1 attempt

As there is only one record per event, there is only 1 field that can record the dial time. So EWD can not measure and we can therefore not record all of the dials that actually took place through EWD.

So that being the case, why do we use EWD to source our data? We can’t see everything.

EWD or UNISON

Master Class EWD – What’s the Difference

Because I’ve missed a metric. Scheduled accounts.

Technically what we call a scheduled account is a reporting term. We covered last week that through the filter process we create a large number of contact lists. We class some of these as scheduled (meaning we should be dialling them) and others as non-scheduled (we can’t dial them). So scheduled accounts is best thought of as volume. How many accounts do we have in a particular contact list.

The volume in a contact list will not change through out the day. It remains static. Prior to EWD we could measure a metric like contact list volume and my other unique metric, Accounts Called* through Unison, no problems. Not so much any more.

*the other unique metric is accounts worked. This is a new measure that we were able to introduce through EWD now that we could see the account level detail.

Scheduled

Even though all the action takes place in the dialler we actually source a majority of our data from EWD itself, even though when it comes to attempts it seems more logical to pull that information from UNISON. So why don’t we use UNISON?

Master Class EWD – What’s the Difference

Download

Dialler Contact Lists

Remember this from MasterClass 1. Its how the dialler worked without EWD.

The process of feeding accounts into the dialler (the download) would occur once at the beginning of the day. The dialler has its complete set of accounts that throughout the day that won’t change. You wouldn’t keep adding new accounts throughout the day. What you start with is what you have to get through.

Download

Contact ListsEWD

Buranda Dialler

Burnley Dialler

This is what the process looks like now with EWD.

The accounts aren’t fed into the dialler from the download. They are fed into EWD and EWD feds the accounts through to the dialler. But the EWD doesn’t feed the account all at once, it sends accounts in batches all throughout the day.

Given that we can only access summarised data through UNISON what do you think happens to its ability to work out a metric like scheduled accounts and accounts called?

Master Class EWD – What’s the Difference

Unison can no longer measure unique accounts.Every time EWD sends accounts down to the dialler, the dialler believes that it is receiving new volume. So through its reporting mechanisms it does something similar to the below.

Lets say my total volume in the contact list C_FEDS is 5000 accounts.

EWD sends 2000 accounts from C_FEDS down to the Buranda dialler

EWD sends 1500 accounts from C_FEDS down to the Burnley dialler.

EWD then sends 1500 accounts from C_FEDS down to the Buranda dialler

EWD then sends 1000 accounts from C_FEDS to the Burnley dialler.

Lets say that each of these accounts sent were dialled. The reporting would like something like thisEWD UNISONScheduled = 5000 Scheduled = 6000

Accounts Called = 5000 Accounts Called = 6000

EWD can send the same account, multiple times and to different diallers. Through EWD we can work out what the true scheduled volume and accounts called data is. Through UNISON we can not.

This means if anyone is pulling information directly from UNISON they need to be incredibly careful. Some of the metrics are just wrong. That’s why the business does not have access to UNISON reporting.

Master Class EWD – What’s the DifferenceSo lets look at our base metrics and where we can and where we do source them from:

Metric Available Reporting Sources From? Note

Scheduled Accounts (Volume)

EWD only EWD

Accounts Called EWD only EWD Uniquely count of accounts actioned by the dialler or agent

Accounts Worked EWD Only EWD Unique count of accounts actioned only by an agent

Attempts Both EWD Missing additional attempts through EWD

Connects Both EWD Count of the number of accounts sent to an agent

RPC Both EWD

PTP Both EWD

Talk UNISON Only UNISON

Wrap UNISON Only UNISON

Allocate UNISON Only UNISON

Idle UNISON Only UNISON

Master Class EWD – Why we Did ItAn argument can be made about where we should/could be taking the data from. We have no choice with scheduled and accounts called. The data is simply not available any where else.

We came down on the side of EWD for those metrics in both purely because we can provide much more in depth reporting metrics because we can get to the account level information. We simply can’t get to that level through EWD.

By having access to the account level information we can split the dialler data by product, dpd risk. All these additional ways to splits and understand the dialler performance. Without it, we could only report out by contact list. No lower.

So what’s the exception with the EWD metrics:

• Only agent time data is sourced from Unison

• Additional attempts are not reported on.

Download

Scheduled

Connect

RPC

PTP

Kept%

Attempt

Master Class EWD – Collections Pyramid

Key Metric Overview

Master Class EWD – Key Metric OverviewIn this session we’ve mainly focused on the raw metrics themselves. Some of these are important on their own, others are used in the calculated metrics. I would recommend that every reads the metric definitions document on the dialler dashboards for the complete list.

Scheduled Accounts : Volume

Saturation = Accounts Called/ Volume

Penetration = Attempts/Volume

Worked/Accounts Called

Agent Hours = Talk Time + Wrap Time + Allocate Time + Available Time

Idle % : Available Time/ Agent Hours

Abandon % = (Abort + Abandon)/Attempts

PTP/RPC

AHT = (Talk Time + Wrap Time + Allocate Time)/Connects

Connects/Attempts

PTP/Scheduled

Master Class EWD – Key Metric OverviewCalculated metric fun.

1. Saturation is at 70% and Penetration is at 50%.

2. Penetration is 230% and saturation is 70%.

3.Saturation is at 120%.

4. Worked/Accounts Called is at 50%.