I'm interested in knowing how other contact centers use the RESERVE time. What is your "wrap time" set at?
Ours was set at 12 seconds when I came here. When you add the ring time, customers were waiting an additional 12 to 21 seconds on top of the hold time before being assigned to the agent. My goal was to reduce that time to reduce abandon calls in that window. I had the wrap time reduced to 1 second, bringing the total reserve time to a max of 6 seconds. The reaction from the CSR's has been interesting, and not positive.
Well - if someone is referring to terms from the UCCE DB in reference to UCCX install and firing in random pauses to the script (which don't actually lighten the load on the CSRs, just delays it, so they are equally busy but 12 seconds later than they would be as all calls are presumably delayed equally) then it sounds like you definately need to review your scripts. Perhaps post them up so we can comment?
In UCCX you typically configure the 'work' timer as part of the CSQ configuration. You would set the 'wrapup time' parameter on the CSQ to the time you want to be in 'work', and usually you would set 'automatic work' to enabled so that it goes to that state automatically. The agent can then go to ready or not ready at any point during the work timer. If you leave auto work disabled, they have to select 'work' themselves.
It was explained to me that the call identifies a caller, then places the caller on HOLD for 12 seconds prior to connecting the call to an agent. This is per a "delay wrap time step", The "wrap time" shown above is 12 seconds, creating a 12 second delay to connecting the call to the agent.
No, this should be the "wrap up timer" that is applied the agent workflow at the desktop to control their state.
When the current call is disconnected, the agent is placed into a "work" state. Like ACW in Avaya - they cannot get a call from the queues. There are two work states differentiated by the state that the agent is taken to automatically when the work state timer expires - thus we have "work ready" and "work not ready". Hardly anyone uses the latter.
There should be no timer in the script. It's been written badly.
Consider the following case. No callers in the queue, start of the day. All agents go ready - first caller comes in and has to wait 12 sec for an agent. Makes no sense.
Well - according to your diagram (at least how I read interpret it ) your 'reserve time' isn't affected by your wrap timer. Your 'reserve' time includes NetworkTime (which is diagrammed as being after a call is routed to the agent, so is not wrap time as you suggest but the time taken for the system to set up the transfer to the agent) and RingTime at the agent phone. So the only way to reduce your 'ReserveTime' would be to reduce the actual RingTime (i.e. via AutoAnswer), as you probably can't have much notable effect on the 'NetworkTime'.
Since your 'wrap' time comes at the end of a call, the agent is not in a 'ready' state, so the call will simply queue, increasing your 'LocalQTime'.
So to reduce your queue time, you can reduce any of TalkTime, Wrapup, or Agent HoldTime (by streamlining whatever the agents are doing; maybe via CTI, maybe via training, maybe improving the systems the agents use etc etc.) or reduce the queue time directly by increasing the number of agents that can answer the call (or introducing some sort of self-service functionality if that is a possibility for you). It probably makes sense to identify where the bulk of the time is spent, wrap/reserve may be very small components overall.
What systems are you using? UCCX, UCCE etc.? Your terminology isn't quite what I'm used to..
Not sure quite what you are asking there... reserved time isn't configurable, it's the time taken for your agents to pick up the phone once it starts ringing. Many Contact Centers use auto-answer to reduce that; but generally if you go down that route you would have a sensible 'wrap' timer so your agents have time to breath/do admin between calls (and use headsets of course).
If that 12 seconds of wrap time is important to the agents (i.e. they are doing something productive during that time, that they now don't have time to do) then removing the wrap time is probably counter-productive.
If they just don't like it because it because they are being worked a little harder, then that's probably a management issue (i.e. a choice between increasing the agent count, or squeezing the existing number of agents further).
Given that your reserve and wrap time probably didn't amount to more than 20 seconds before your change, I would guess that most of your abandons are caused by the *other* queue time which likely amounts to more than 20 seconds.. if that's the case then staffing up (even just at peak times) may be the way forward.