Overnight performance metrics

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Tags:
Overnight performance
performance
Performance metrics
Should the overnight performance roll into the whole day's results?  We staff overnight for customer satisfaction.  The inbound calls are low/sporadic, and sometimes impacts the day's results.  Overnight is not a priority right now.  It is my belief that we should report the overnight results separately from normal business hours. What are your thoughts?

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  • TheRealRaven
    It should be easy enough to present it both ways, combined and separated. The biggest question would be what times mark begin and end of day/night periods.

    After seeing the figures for a few periods, management might express a preference.
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  • ToddN2000
    What type of performance are you reporting? What software are you using to do this? Depending on the data collected, you could break it down by work shifts, day/nigh or possibly even hourly to best analyze peak hours and those needing more staff.
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  • adbrown
    @TheRealRaven, our normal business hours are 7 N - 10 P, 7 days week. Limited overnight coverage is 10 P - 7 A. We can easily separate the two. The question is, what is the standard for a limited overnight coverage site? Should it be included with the normal business hours metrics or not? @ToddN2000, when we open, normal business hours, the SL and ABD metrics from the low/sporadic volume overnight are also the start of the day results. Sometimes it's hard to recover from the low results by the end of normal business hours.
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  • TheRealRaven
    I doubt if there is much of a "standard" for this. But assuming the "ABD metrics" refers to an abandonment rate, I could guess that this refers to call (or contact) center metrics, perhaps different from performance metrics that would usually be expected here.

    Please clarify what "performance" you are trying to report.
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  • adbrown

    @TheRealRaven: ABD (abandonment rate) is related call handling "performance" results.

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  • adbrown

    related to....

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