Optimizing agent productivity with Automated Capacity Management Process
Problem Statement
A prominent insurance provider grappled with managing a high volume of tickets daily across multiple teams. Inefficient ticket assignment practices resulted in uneven workloads for agents and delayed responses. Manual assignment methods proved time-consuming and lacked optimization, exacerbating operational challenges.
Solution Approach
To streamline ticket assignment and enhance agent efficiency, a tailored application was developed to automate agent allocation. This innovative solution featured a user-friendly configuration interface, empowering supervisors to select agents from available groups for the current day. Leveraging a round-robin method based on configured agent lists, the application facilitated fair distribution of workload and expedited ticket resolution.
Key Features
Web-Based Custom Application:
A bespoke web application designed, developed, and seamlessly integrated with the support services ticketing system.Dynamic Business Rules Configuration
Supervisors could dynamically configure business rules, allowing the system to automatically identify and display available agent groups for the day.
Round-Robin Agent Selection
Utilizing a round-robin method, the solution selected agents from available groups based on factors such as expertise, workload, and availability.Prioritized Agent Assignments
Agent assignments within each group were prioritized to align with business objectives or service level agreements (SLAs).Agent Notifications and Updates
Agents received timely notifications or updates within the ticketing system, informing them of assigned tickets and any specific instructions or priorities set by supervisors.Monitoring and Reporting Features
The application included robust monitoring and reporting capabilities to track agent workload distribution, ticket assignment efficiency, and resolution times.
Performance Insights for Optimization
Supervisors leveraged performance insights from the application to optimize agent allocations, adjust group configurations, and enhance overall service quality.
