Bertram Lüdtke

Thank you for the EAP participation, we have been using the Gen AI Voice summary for about 3 weeks, the following important adjustments would be necessary on our part:

 - a data protection-compliant solution without a required opt-in for call recording:

since we would not request an explicit opt in and we would also like to do without the complete transcription, a summary without dependence on storage (and access) to a call recording would be absolutely desirable for us.
Alternatively, automatic deletion of the recording after publication of the summary as a "solution" in the legal gray area

 - an automatic update of the intelligence app after publication of the summary to capture intent, language and sentiment relevant to the evaluation

 

I look forward to feedback on this and even more so to the prospect of implementation, thank you very much.

Priority 1:

• Total / Average Online Time (min + hours) 
• Total / Average Talk Time (sec + min + hours)
• Total / Average Wrapup Time (sec + min + hours)
• Total / Average Break Time (min+ hours)
• Total / Average Availability (Online minus break minus Talk time)

Prioritiy 2:

• Total / Average Offered Calls
• Total / Average Accepted Calls
• Total / Average Declined Calls (manually)
• Total / Average Declined Calls (response Time exceeded)
• Total / Average Forwarded Calls
• Total / Average Talk Time
• Total / Average Ring Time (difference between offered / accepted in sec.)
• Total / Average Wrap up time
• Total / Average Hold time

 

These are just the general basics that you MUST be able to report in order to analyse an overview of availability, productivity and quality of your hotline performance.

I know that they calculate in brackets and that some figures can be presented in a roundabout way (Priority 2), but why make it so difficult for the customer (us) than to simply define and offer the standard KPIs?

How well and productively my team implements this and what the reality looks like from a workforce management point of view, especially in the home office, remains hidden to me without the KPIs under Priority 1.