Overview
Agents should be on a call or waiting for a call remain productive for at least 85% 90% of the time they are logged into ADP each day.
Dispositioning calls should usually only take 30 seconds but should not take more than 1 minute on average.
Breakdown
15%
Breakdown & Expectations
Agents are expected to have at least 90% Utilization each day.
10% of a standard 8-hour shift = 72 48 minutes.
72 48 minutes minus 30 minutes of scheduled break time = 42 18 minutes.
This means there are 42 18 minutes of buffer time per shift after scheduled breaks to absorb offline, coachings, one-on-ones, disposition, team huddles, system issues, equipment issues, etc.
If an agent believes he/she is unable to meet the 85% expectation for reasons beyond his/her control, the agent is responsible to communicate to management and substantiate via screenshots, etc.
unapproved Meeting time, unapproved Training time, excessive after call work, invalidated system or equipment issues, etc.
If you have tech issues, refer to our Tech Issues speed sheet and complete the Tech Issues Form as instructed in the speed sheet.
Make sure to go into Ready status in Five9 immediately after logging into ADP at the start of shift.
Remain in Ready status during meetings, coachings, 1:1s, and trainings unless explicitly instructed to not stay Ready. Any info you miss during meetings, etc if you receive an inbound call should also be communicated by email.
If ADP is logged 5 min before going ready and the agent goes offline 15 min before punching out of ADP to avoid end of shift call, then 20 min of unproductive time has accrued and the agent will fall under 90% utilization this day.
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Do Not place yourself in an unproductive status toward end of shift for the sake of avoiding end of day calls. This impacts productive time and is a form of call avoidance |
Below are the Five9 statuses along with expectations as to when each should be used:
Status | Expectation | Timeframe | |||
Chat | Used for SMS texts in the Dialer | Sparingly | |||
Coaching | Used for coachings with TLs | Under 10 min | |||
Disposition Definition | Time Allowed in Status | ||||
Ready (Voice) | On call or waiting for a call | Should be in this status the majority of the day | |||
Ready For | On call or waiting for a call | Use the Ready (Voice) status | |||
After Call Work | Used to wrap-up/leave notes for calls | 2 3 minutes on average. After 5 minutes, Dialer will kick to offline. | IT Issues | Used when there are technical issues which do not allow an agent to be on the phone | Use only when applicable |
Lunch | Lunch | 30 minutes for a standard 8.5 hour shift | |||
Meeting | Team meetings; One-on-ones Determined by TL. Team meetings < 20 minutes. One-on-ones < 30 min/wk. | ||||
Offline | Should only be used before/after shift. Do not allow Dialer to kick to offline during shift | No time should be used offline during shift | |||
On ; Coachings | Use only when scheduled by management | ||||
Break | 2 - fifteen minute breaks are allotted per for standard 8.5 hour shift | 2 - fifteen minute breaks for standard 8.5 hour shift | |||
On Call | On a call with customers | Productive (AHT Target under 75 minutes) | |||
Outbound | May be selected when searching for a lead. Automatically toggled when the Dial model is clicked. | Should only be manually toggled when searching for a lead. Leads should be promptly located and dialed. Manual OB | Searching for a previous shopper to dial. | No more than 3 min on average | |
Training | Agent trainings, Product Certifications, Mindshare, or Bridge assignments | Dependent on the number of training assignments | |||
Waiting | Waiting for a call | Dependent on agent tier level and RTS status |
Productivity tips and pitfalls
To manage productivity time, watch your “Hours Worked” time in the Dialer:
The “Hours Worked” metric above tallies the total time spend each day on a call or waiting for a call as indicated by hovering over the little info icon in the bottom-right corner:
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85% of 8 hours = 6.8 hours
This means if you work a standard 8-hour shift and by the end of this shift, you show 6.8 “Hours Worked” then you can be confident you have reached the 85% expectation
It is ok to be slightly under 6.8 hours depending on how much time was spent in Disposition or Training status
Keep a close eye on the “Offline” notification in the upper-left corner of the Dialer.
The Dialer will often kick agents to offline for various, sometimes random reasons which is why this must be watched
Disposition for 5 minutes kicks to offline
Losing internet connection, even if a quick hiccup will kick to offline
Losing VPN connection, even if for a second will kick to offline
If computer goes to sleep due to screensaver settings, the Dialer will kick to offline
Refreshing browser/clearing cache & cookies will kick to offline
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Do Not place yourself in an unproductive status toward end of shift for the sake of avoiding calls which may cause your shift to run long. This damages Productivity and is a form of call avoidance and |
If ADP is logged 5 min before toggling online in the Dialer and the agent goes offline 15 min before punching out of ADP to avoid end of shift call, then 20 min have already been depleted.
Additional 5 min increments of offline status throughout the shift for not paying attention or taking additional breaks will quickly deplete all 42 min.
If you are also pulled for coachings, 1:1s, team huddles, etc, then you will fall short of the day’s 85% expectation
Our WFM team watches unproductive statuses and notifies agents throughout the day to assist with this problem. Agents are expected to acknowledge WFM messages with a thumbs-up.
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However, you are responsible to always watch your own offline status and immediately move to online! |
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If you have tech issues, refer to our Tech Issues speed sheets and complete the Tech Issues Form as instructed in the speed sheets
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Only use when there are training assignments scheduled | ||
Not Ready | Agent not Ready | System defaults to this status when logging in but should never manually be toggled. |
After Call Work
Please be aware that you should always allow callers to end the call first instead of you ending first.
If you end the call first, you will immediately be placed back into the inbound queue. You may immediately receive another call and will not have time to leave notes for the previous call.
If you allow the customer to end first, you will move to the “After Call Work” status. Agent’s do not see this from their Five9 view. Five9 continues to show Ready status but on the back-end, you are actually in “After Call Work” status and will not receive another call until you disposition.
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Remember to promptly complete after call work by adding notes and dispositioning to move back to the inbound queue. |
Utilization Calculation Example
Suppose an agent logged 8 hours with 10 inbound and 5 outbound calls on a given day and spent time in each status as outlined below.
Status Usage | Hours Spent | Minutes Spent | Productive Minutes | Unproductive Minutes | Notes |
Lunch | 0.50 | 30 | 0 | 0 | Lunch is negated from the calculation because ADP is not logged when lunch is toggled in Five9 |
Ready | 5.38 | 323 | 323 | 0 | 4.38 hours spent on the phone and 1 hour waiting. They both count toward the “Ready” status |
Break | 0.62 | 37 | 0 | 37 | 30 min allowed per 8 hour shift. An extra 12 min were used today, further impacting Utilization |
Manual OB | 0.25 | 15 | 10 | 5 | There were 5 outbound calls with no more than 2 min allowed on average = 10 min. 10 min are approved and considered productive |
After Call Work | 0.67 | 40 | 30 | 10 | There were 15 calls total with no more than 2 min allowed on average = 30 min. 30 min are approved and considered productive |
Meeting | 1.00 | 60 | 45 | 15 | Approved 30 min Team Meeting scheduled and 15 min 1:1 coaching with manager. 45 min are approved and considered productive |
Training | 0.00 | 0 | 0 | 0 | |
Total | 8.42 | 505 | 408 | 72 |
Utilization Calculation
Total Productive Minutes = 408
Total ADP Minutes = 480
408/480 = 85%
Summary
This agent did not meet the 90% Utilization expectation on this day
Utilization Pitfall
If you let the customer hang up first, you will move to he "After Call Work" status even though you can't see yourself in this status because it looks like you are in "Ready" status. It is important to remember to end each call all the way through to completing the disposition. Here is what to watch for specifically:
Watch for the "Caller disconnected" popup in bottom-right corner of screen:
You can know when you are in "After Call Work" status if the caller disconnected but there is still the little "1" on the blue "Call" button:
Add notes and click "Next"
Complete the call form and click "Next"
Select the disposition on the next screen
You should see a screen confirm the call is ended and the little "1" should disappear. If you forget to completely close a call out and you don't pay attention to the "1" then you'll remain in “After Call Status all day. This is an easy pitfall and could cause your utilization to plummet. This will not be considered a valid reason for low utilization since it has been explained how to avoid it.