Measure Where Handling Time Is Spent Between Systems
Pyze measures what agents do between the contact and the resolution, then measures what an agent absorbed once it is deployed.
Engagement archetypes from Pyze deployments across contact centre and case handling operations rather than a single named account.
The contact platform records the interaction and the case system records the outcome. Neither records the searching, checking and swivelling in between, and that is what determines how long the contact took and where an agent belongs.
Common Findings in Customer Service
Four patterns that recur across engagements, each shown with the measurement and the resulting change.
We manage average handling time closely and it has not moved in two years.
StandardizeThe average conceals a wide spread by contact type and by person. The people worth coaching are not the ones the average identifies.
Technique compared against the top quartile on comparable contacts, so coaching goes to a specific behaviour rather than to a number.
Agents swivel between four systems to answer one question.
SimplifyThe interval between systems is the largest single component of handling time, larger than the work inside any one system.
The most expensive hand-offs are consolidated, which is a smaller change than replacing any of the systems and a faster one.
We deployed a virtual agent and handling time went up.
AgentifyThe agent absorbed the contacts that resolve at first pass and left the ones that do not. Higher handling time is an expected result in the first month of a working deployment.
Absorbed, assisted and retained measured separately, so the deployment is judged on released capacity rather than on an average it will make worse.
After-call work takes up handling time and is not measured.
AgentifyWrap-up is substantially templated and reproduces values already present in the interaction record.
The summary is assembled from the record and the agent reviews it rather than writing it.
Opportunity Register
A sample register, sorted by the lever that resolves each opportunity. In an engagement, each line carries measured hours, a named owner and the evidence it was derived from.
Systems typically instrumented
Capture covers browser-delivered and thick-client applications, including virtualized estates, with no change to how anyone works.
Roles Involved
Instrumentation is configured per application rather than per person, so the population in scope is set during scoping and is not a deployment constraint.
How an Engagement Runs
Baseline, blueprint, transform, prove
The same four stages apply in every sector. The fourth stage repeats the baseline measurement, which makes the engagement an ongoing operating capability rather than a one-time report.
Baseline
What the work costs today, measured across every person and application.
Blueprint
Procedures, application rules and execution evidence, read as one target state.
Transform
Where each of the five levers applies, priced and owned.
Prove
The after state measured against the baseline, using the same method.
Frequently Asked Questions
Is this monitoring our agents?
How does this sit with our existing quality programme?
Industries
Other functions
Related
Start with a measured baseline
Six weeks from instrumentation to a priced opportunity register, and the baseline stays in place so later quarters are measured rather than re-estimated.