Unified Agent Desktop – How to measure its effectiveness?
The role of Unified Agent Desktop in any contact center is well thrashed and well researched by subject matter experts. Every contact center seems to accept that a unified agent desktop is critical for their performance and metrics. A typical definition of a unified agent desktop is one stop application which is integrated with all the required applications. Data can flow seamlessly without any need to copy paste or agents to flip-flop between different applications. Building such applications is very easy. The only challenge lies in integrating diverse applications which are being managed by different vendors, data, vendors, legacy applications, adapting different types of services etc.
Measuring the effectiveness of unified agent desktop
Are we able to measure the effectiveness of the unified agent desktop? Empirically, the unified agent desktop seems to create values for agents, but are we able to measure its effectiveness? Can we compare two different desktop applications (fulfilling the same use cases but designed differently) and identify which performs better than the other?
The following model is based on the various implementations that NovelVox has done for their customers. This model helps architects and IT teams to design better and more effective unified agent desktops.
The following metrics should be measured for each workflow, use case etc. while designing or comparing two unified agent desktops:
- Mapping the customer journey and the spread of the time that agents spend with the customers on each touch point.
- Number of clicks required to execute each use case or a workflow
- Can screens be dynamically loaded or use cases be dynamically selected depending upon the context specific data instead of presenting a generic use case implementation
- Histogram of the workflows that are executed by agents and the time-spread for each execution. This is inferred by the data collected from the various analytics parameters.