April, 2018 North Coast HDI Chapter Meeting. Learn more on our website: www.ncchdi.org

1. 1
Continuous Service Improvement (CSI)
Cleveland OH
April 19th 2018

2. 2
AGENDA
 Voice Analysis
 Ticket Analysis
 Reconfiguring the Service Desk for client experience
 ACD Menu Pick
 Analyst specialization
 Career track
 Shift left opportunity
 Roadmap for improvement
 Q&A

3. 3
0 0
2
4
2
0
2 2
0
2
0
5
9
22
40
30
42
66
75
82
67
71
50
52
27
34
36
41 42
28
30
26 25 24
8
6
1 2 2 3
1 2
0 1 0 1 1 00 0
2
4
2
0
2 2
0
2
0
3
6
13
23 22
27
34
40
42
35
38
23
37
21
24
27
33 34
14
25
19
21
17
8
6
1 2 2 3
1 2
0 1 0 1 1 0
1.8 1.8 1.8 1.8 1.8 1.8 1.8 1.8 1.8 1.8 1.8 1.8
4.2 4.1
7.3
8.6
10.3
12.7 13 13 14 14 14 14 14 14 14 14 13.7
12 11.8 11
8.2
6.9
5 4.5
2.2
1 1 1 1 1 1 1 1 1.6 1.9 1
0
10
20
30
40
50
60
70
80
90
12:00
12:30
1:00
1:30
2:00
2:30
3:00
3:30
4:00
4:30
5:00
5:30
6:00
6:30
7:00
7:30
8:00
8:30
9:00
9:30
10:00
10:30
11:00
11:30
12:00
12:30
1:00
1:30
2:00
2:30
3:00
3:30
4:00
4:30
5:00
5:30
6:00
6:30
7:00
7:30
8:00
8:30
9:00
9:30
10:00
10:30
11:00
11:30
Offrd Calls Answd Calls Avg Staff
Phone Calls Received, Answered and Average Staffing by Time of Day
BEFORE

4. 4
2
1
3
5
3
2 2
1
2
4
2
5
10
12
13
30
57
60
51
47
46 46
32
38
30
31
32
31
30
28
22
30
26
15
11
8
6
5
2 2
3
0
1
0
2
1
2
3
1 1 1 1 1 1 1 1 1 1 1 1
5
6
12
15
17
18 19 19 20 20 20 20 20 20
21 21 21 21
19
17
15
13
7 7
5
3
2 2
1 1 1 1 1 2 2 1
0
10
20
30
40
50
60
70
12:00
12:30
1:00
1:30
2:00
2:30
3:00
3:30
4:00
4:30
5:00
5:30
6:00
6:30
7:00
7:30
8:00
8:30
9:00
9:30
10:00
10:30
11:00
11:30
12:00
12:30
1:00
1:30
2:00
2:30
3:00
3:30
4:00
4:30
5:00
5:30
6:00
6:30
7:00
7:30
8:00
8:30
9:00
9:30
10:00
10:30
11:00
11:30
Offrd Calls Answd Calls Avg Staff
Phone Calls Received, Answered and Average Staffing by Time of Day
AFTER

5. 5
692
710
602
33 38
896
726
685
655
580
36 42
960
601
569
638 638
43 48
772
672
644
570
551
24
44
851
645
593
693 704
0
200
400
600
800
1000
1200
Tickets By Day of Week

6. 6
Row Labels
Count of Interaction
Number
information provided 5257
unsuspend/unlock 2700
password reset 1541
applied workaround 1148
reconfigured/balanced systems 1032
reset/reboot/recycle 999
cancelled 827
application software corrections made 569
(blank) 565
opened service request 318
hardware component repaired/replaced 247
could not duplicate 159
system software repaired/replaced 154
database corrections made 133
transferred 107
restored backup data 105
vendor resolved 28
duplicate ticket 26
documentation corrected 18
restored power 12
vendor service requested 7
training scheduled or provided 3
Grand Total 15955
Top Ticket Drivers

12. Customer
contacts the
Service Desk
Voice
Contact
Electronic
Contact
ACD Menu
Analyst
Available?
Hold
Message &
Music
Voice Mail
Analyst
Reviews
Ticket
Analyst
Answers
Phone
Listens
Opens
Ticket
Solvable?
Transfers
Ticket to IT
Staff
Trouble
Shoots
Issue
Consults
Knowledge
Base
Remotes
into System
Delivers
Service
Hangs Up
Tkt Closed
Survey
emailed
Transfer
Queues
L2 IT Staff
Review
Ticket
L2 IT Staff
Deliver
Service
L2 IT Staff
Closes
Ticket
Analyst May
Call
Customer
Customer
Abandons
Call
Yes
No
Total Tickets
15,100
16,001
15,865
14,038
16,779
Tickets transferred to L2
3,802
4,251
4,264
3,822
4,303
Tickets
11,298
11,750
11,601
10,216
12,476
FCR
74.8%
73.4%
73.1%
72.8%
74.4%
ABR
3.8 %
Phone Calls
14,432
14,856
14,121
12,886
14,216
4%
96%
2017
Jan
Feb
Mar
Apr
May
AHT 6 min 40 sec
No
Yes
Wait
Loop
Option
for VM
Round Robin
ACW 18 Sec
Answered
14,122
13,859
13,684
12,432
13,697
ASA
0:25 sec
0:76 sec
0:32 sec
0:33 sec
0:42 sec
Electronic Tickets
662
702
744
618
732
Abandoned
310
997
440
444
519
Call
Backs
n/a
n/a
n/a
n/a
n/a
SLA Goals:
ASA = 30 sec
ABR = 6%
FCR = 65%
FLR = Not Defined
Desktop Tickets
1,879
2,057
2,233
1,774
1,991
L3 Tickets
1,923
2,194
2,031
1,774
1,991
Service Desk Process with Business Volumes

13. 4Q 1Q 2Q 3Q 4Q
1 Program ACD/IVR to route calls to Access and L1 Team
2 Integrate CISCO & Cherwell
3 Expand channel: phone, email, self service, chat
4 Configure People: Access Team, L1 LOB Team, L1.5 SME
5 Improve Tools: Remote Control for all devices
6 Enable Lync for all staff for peer assist
7 Create Training Videos & Knowledgebase Videos
8 Implement ACD/IVR phone survey
9 Cherwell email with link to self service video
10 Cherwell categorization for root cause analysis
11 Cherwell assisted routing for ticket transfer
12 Re launch IT Self Service Portal with videos
13 Implement people career path
14 Redo Performance Metrics and Daily Dashboard
15 Provide Analyst Metrics and Real time Board on Desktop
16 Department: Create Operational manual for ISO cert
17 Schedule of analyst tuned to call volume
18 New Employee Onboarding and provisioning
19 Start Analyst Training & Certification
20 Management - coaching and support team
21 Single Sign On and Standardized Hardware & Software