Contact Centers, CRM Customer Engagement

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  • 1.  AACC Best Practice ?: How to best handle terminated Agents in AACC Historical Reporting?

    Posted 06-27-2018 06:34 AM

    We are looking for Best Practice suggestions for dealing with terminated Contact Center Agents while maintaining Historical Reporting integrity. 

    We have been keeping the AACC Agent Profile record intact, while putting "X__" in front of their name.  (e.g.  John Doe becomes X__John Doe)  The problem is that we are experiencing higher-than-normal turnover at our new facility and the list of "X__" Agents grows every month.  This is becoming unwieldly for our reporting folks and the supervisors who use RTDs.

    Would anyone please share a Best Pracitice, or how they handle any volume of terminated Agents while maintaining reporting integrity?    Thanks in advance.

     

    Kevin Schmaltz

    AACC Engineer/Administrator

    Ace Hardware Corporation

    schmal@acehardware.com



  • 2.  RE: AACC Best Practice ?: How to best handle terminated Agents in AACC Historical Reporting?

    Posted 06-28-2018 11:01 AM

    Hi Kevin,

    I can give you some information that may help. You have three options:

    1. Keep the agent profile in AACC as you are doing now.

    2. Re-use the profile, but change the name.

    3. Delete the profile.

    One way to enhance what you're doing today is to move the agent profiles to a different supervisor named something like "Former Agents". This way, your supervisors can easily filter their reports to exclude all agents reporting to that supervisor and they don't have to see the agents on their list any longer.

    You probably already know the drawbacks to the alternative options 2 and 3. If you re-use the profile and just change the name, the old agent's data will remain, but the new agent's name will be applied. With this option, you must be careful to only run reports on new agents starting with their start date. If you run a report prior to the new agent's start date, you will see a report that shows the new agent name with data from the old agent. Some people will use this option, but they are careful to run all the reports they need on the old agent before changing the profile and careful to only start reporting on the new agent starting with their start date. This is manageable for supervisors who manage small teams, but when you're managing large teams of agents, it can be much more difficult to keep things straight. 

    If you delete the profile, the historical data does not get deleted. It remains, but reports will only show an agent login ID and no name. Additionally, the agent will not appear in any of the user-defined partitions any longer, so if you're using partitioning to control which agents your supervisors can see in the system, they won't be able to see and select the deleted agent to be included on any reports or displays. If anyone needs a report on a deleted agent, only an administrator can pull that report and as I mentioned, it will show only an agent login ID, but no name. People will also use this option, again being careful to pull all the reports they need for that agent before deleting the profile.

     

    I hope this is useful information to you!

     

    Thanks,

    Melissa

     


    In Reply to Kevin Schmaltz:

    We are looking for Best Practice suggestions for dealing with terminated Contact Center Agents while maintaining Historical Reporting integrity. 

    We have been keeping the AACC Agent Profile record intact, while putting "X__" in front of their name.  (e.g.  John Doe becomes X__John Doe)  The problem is that we are experiencing higher-than-normal turnover at our new facility and the list of "X__" Agents grows every month.  This is becoming unwieldly for our reporting folks and the supervisors who use RTDs.

    Would anyone please share a Best Pracitice, or how they handle any volume of terminated Agents while maintaining reporting integrity?    Thanks in advance.

     

    Kevin Schmaltz

    AACC Engineer/Administrator

    Ace Hardware Corporation

    schmal@acehardware.com



  • 3.  RE: AACC Best Practice ?: How to best handle terminated Agents in AACC Historical Reporting?

    Posted 02-27-2019 12:02 PM
    As previously mentioned, deleting or renaming profiles carries a consequence which may be negative for your reporting or HR needs. I don't consider these choices best practices.

    Our WFM team handles things in this way:

    1. Remove department. Replace Department field with a term to represent severance of employment. This allows you to find all terminated employees easily by department.
    2. Add comments to each termed agent to indicate their term date. (This tells you when it is safe to delete the account.)
    3. Remove all skillset assignments to prevent accidentally accumulating additional historical metrics against the account. (There is no authentication for agent ID use. Anyone could log in as an old agent ID, on purpose or by accident. Also, agents that aren't logged in can be filtered from Agent RTDs, and agents not assigned to skillsets are not included in Skillset or Application RTDs.)
    3a. If the agent also has administrative or supervisory abilities, remove those at the same time as skillset assignments. (Not directly related, to your request but it required for our access management policies.)
    3b. If the high turnover causes agents in RTDs to be unwieldy, you can put Supervisors & Managers in a Partition where they cannot see the "terminated department" (placing all of the agents in a partition which cannot be seen by management allows you to omit them from management's view-- where the WFM or Telecom administrators will still have access to that partition and that data.)
    4. Create retention policies. (How long does agent data need to be retained.)
    4a. If retention policy requires retention beyond the database retention limits, ETL data to warehouse and retain for duration defined by policy.
    5. Create a procedure to do "manual garbage collection" on old accounts when their data has aged out of the system. (Delete old accounts when sufficient time has elapsed between their term date and the garbage collection date.)


    You also need agent ID assignment policies. My company uses an employee ID system and IDs are assigned based on their employee ID. Environments that use other numbering schemes will have to evaluate the consequences of those schemes (like using the extension where the agent sits as their agent ID means that the agent ID might get used by successive employees, or that extensions also have to be changed and held out of circulation until the old Agent ID/Extension ages out of the historical database.)

    My call center scales between 2400-3800 seats based on the season. We turn over several thousand seats each year. Partially due to normal churn, partially due to seasonal staff being terminated when the seasonal work ends.

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    John Williams
    Voice Architect
    Maximus
    Albany
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