In some cases, the work segments extend back from an agent message to the unsatisfied customer message. In other cases, the segments are cut short due to activity on another conversation, or an event such as assignment.
The sum of all work segments on a given conversation is the total work time and is computed progressively as a conversation proceeds. Quiq exposes this information at several integration points and visualizes it in the Quiq Reports tab.
Work Time is a key productivity metric that can help you manage your workforce in an age of omni-channel engagement. Here are the three main use cases you’ll want to keep an eye on this metric:
Understanding the average work time requirement of customer interactions will allow you to staff appropriately as you direct more interactions to the messaging channel or in anticipation of busy periods.
Work time can be used to evaluate individual agents or entire teams. Agents with the same responsibilities but disparate average work time metrics are indicative of under or over performing agents.
Quiq allows you to configure how many simultaneous conversations an agent may be assigned through a configuration known as the agent ‘soft limit’. The ideal number of simultaneous conversations varies by use case. Watching the average work time of your interactions while adjusting the soft limit will allow you to identify the optimal configuration. If the work time increases significantly after an increase to the soft limit, you know that agent context switching is taking a toll on your customer interactions.
Messaging is a workforce management game-changer. With messaging, you can do a lot more with your existing staff. That includes decreasing Work Time, while actually increasing customer satisfaction scores. Customers prefer messaging because it puts them in control of the conversation and allows them to engage with a company on their time.
Just because the customer is in control of the conversation, doesn’t mean your contact center productivity is out of control. Agents will have the efficiency of asynchronous messaging and managers have Quiq’s Work Time metric for the data and insights to manage their workforce.