Dave Colley

We are trying to measure Ticket SVL at an agent level. The challenge we have is that currently, the SVL breach/met metrics are attributed at the ticket level and count towards the "final" agent who closed the ticket.

Our tickets often times are passed to multiple tiers of agents for resolution. We are trying to figure out a way to measure who had the ticket, at the time the SVL breach happened.

Any suggestions or thoughts?

 

Example:

 

Agent 1 is assigned the ticket initially... during the period in which they had the ticket, they had two breaches of SVL (based on our SVL thresholds). They then escalate the ticket to our tier 2 agents.

 

Agent 2 (tier 2) now has the ticket and resolves the ticket without breaching any SVL thresholds.

 

The end result is the report currently shows Agent 2 had two SVL breaches. It should report that Agent 1 had two SVL breaches and Agent 2 had zero SVL breaches.