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Calculating Utilization for Non-voice Process

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Viewing 5 posts - 1 through 5 (of 5 total)
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  • #55338

    Nagarajan N
    Participant

    Hi All,

    Requesting you to assist me calculate utilization with the below scenario.

    Agents from chat support team normallyhandle multiple chats at a time and while calculating utilization for the entire team, I end getting more than 100% utilization for few agents all the time. I am calculating utilization by (No. of actual hours spent/No. of available hours)*100.

    Do we have a remedy for this or I always have to show their utilization above 100%. I actually don’t share score cards but I do share utilization% of individuals with the entire team.

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    #199623

    Chris Seider
    Participant

    If you have time stamps of the calls, you can overcome it with some routine in excel but it’s not trivial. You can’t have more than 100% utilization to make any sense or else you could be lulled into thinking you need all of the resources all of the time.

    3 calls handled at once (somehow) for 8 hours would give you 100% utilization if you weren’t careful parsing the data.

    My two cents.

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    #199625

    Nagarajan N
    Participant

    Hi Chris,

    I agree with you and since this is the first time I am coming across such a situation, I think I am missing something. It is for chat support and senior folks good at multi-tasking pickup 2 or more chats at a time. Is there a methodology I can follow.. i.e. pick-up start time and end time for all 2 chat sessions and divide it by 2.. I might be wrong.. Just curious to know how to come over with this situation. Let me know your thoughts..

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    #199637

    Prabhu V
    Participant

    After understanding your situation on Chat support, requesting to find the below approaches to better handle the Utilization %.
    a) Instead of calculating the no of actual hours spent per an agent, can calculate no of idle hours of an agent, based on pick-up time sheet (Reversal of current methodology)
    b) Else, consider if any multiple chat situation then try to take out of overlapped hours spent (like if incase of multiple chat situation consider the entire time spent will be consider for a single chat or calculate the chat hours without overlapping time per each multiple chats.)
    However, if sometime of considering the option b) may lead to a situation of underutilization of agent’s capability due to agents will try to avoid multiple chats due to the above reason and loss of customer participation to company, can try to award some relax norms like multiple chats hour spent will be consider as 0.5X time or more instead of 1.0X time. (or you can minus the multiple chats hours from the idle time of each agent… etc.,)
    Ultimately, the situation shouldn’t bother the customer and also the agent’s capability is foremost thing to be considered while representing such data during the conflicted grounds.
    Hope this will help you…

    Regards
    Prabhu V.

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    #199647

    Strayer
    Participant

    Be careful that you are measuring what matters to your customers. An agent can switch between chats while waiting for a customer to type-in more information. But once the customer hits enter/submit they want something back as soon as possible. So shouldn’t you really be measuring that lag time? The customer doesn’t care how many chats the agent is handling at once or whether his time is fully utilized. He only cares about how long he has to wait.

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