Overview
what is “healthy” for the volume of assignments (depends on how many were filed)
Volume evaluated at assignment group-level (where do we want to be daily), agent schedule should support assignment group goals, managers should be monitoring the volumes in the assignment groups throughout the day to move team members over
Some queues need to be cleared daily, others will never be bottomed-out
Red flags: Failures (especially enrichment) that are more than your norm (sometimes a handful), Spike in volumes out of the norm, check disputes statuses (pending) use the assignments report, file ticket
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Overview
Defining a healthy volume is a bit tricky because there is no universal method that works for everyone, but we've got some solid suggestions to throw your way.
Goal Setting
Setting a goal helps establish a baseline that you can measure against. We recommend setting a target for each Assignment Group. This ensures volume health is evaluated on specific, measurable, achievable, realistic, and timed goals.
Days to Act
Start by determining the ideal days to act for each Assignment Group. We've included our recommendation on the Work Management Recommendations page.
Routine
Next, draft a daily routine for your team members. We've included our recommendations and some examples on the Work Management Recommendations page. It's important that managers monitor the Assignment Group volumes throughout the day to ensure their team is meeting the inventory goals.
Normal Volume
Review the average amount of assignments monthly to establish a normal volume. This will support strategic staffing decisions and allow you to identify unusual volumes.
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Evaluation
Evaluating the inventory to determine if the volume is healthy or not is critical to ensuring success. Simply put, if you're not meeting the Assignment Group goals, then there is an issue. Utilize internal best practices to analyze, identify, and implement a solution.
Red Flags
Red flags indicate activity that could impact volume health. Identifying and researching red flags early can help keep you on track.
Failures
Review the failure tasks regularly to establish a normal amount of failures. A jump in the number of failure tasks, especially Enrichment failures, that is more than your norm must be investigated. To help identify the source of the failures and to implement a solution, submit a support ticket.
Volume Spikes
A sudden increase in volume that is outside the norm may mean that there was a fraud ring, data breach, or a different trend that resulted in a temporary boost to inventory.
Dispute Statuses
Technical issues can happen so monitor the dispute status to identify outliers. Use the Assigments report to look for pending disputes and check how long the dispute has been pending. Review other statuses and how long the disputes have been in that status to identify unusual behavior.
If unusual behavior is located, action the dispute or submit a support ticket.