Work Activity Modes (WAMs) - Team Reporting

Author: CCa2z

Date: 22nd November 2004

The success of any WAM measurement is the quality and ease of reporting.  The WAM report should be able to report separately, against each WAM, and both by time and percentage, at all call centre levels.

Name of Staff: Joe

 

 

 

 

 

 

 

 

 

 

 

 

 

Date

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

WTD

 

Time

%

Time

%

Time

%

Time

%

Time

%

Time

%

Time

%

Log on

07:00

 

07:45

 

07:01

 

07:58

 

07:20

 

03:53

 

40:57:00

 

Talk (T)

03:22

48

02:42

35

03:09

45

04:10

52

04:06

56

02:13

57

19:42:00

48

Avail (A)

01:50

26

04:01

52

02:49

40

02:28

31

02:12

30

01:02

27

14:22:00

35

Wrap (W)

00:28

7

00:16

3

00:15

4

00:23

5

00:33

8

00:28

12

2:23:00

6

Break (B)

00:48

11

00:35

8

00:36

9

00:21

4

00:14

3

00:07

3

2:41:00

7

O = T + W

03:50

55

02:58

38

03:24

48

04:33

57

04:39

63

02:41

69

22:05:00

54

R = T + A

05:12

74

06:43

87

05:58

85

06:38

83

06:18

86

03:15

84

34:04:00

83


(O - Occupancy / R - Ready) You can find working Excel models of the above for your team in TOOLKITS

The percentages reflect the proportion of each WAM over total logged-on time.

These reports provide us with what we need to measure the compliance of our staff with the WAM, Ready and Occupancy targets.  Staff are in control of their behaviour, which in turn controls their WAM performance.  Maximising their Ready percentage, maximises the positive behaviour of staff in Talking and being Available.  The converse means they are minimising their Not-Ready time of Wrap and Breaks.

This all greatly improves self-management, where advisors need to maximise positive behaviour to achieve targets.

The occupancy percentage tells us how much of the logged on time, staff are occupied or busy.  This is a management metric and it is management responsibility to keep their staff occupied to the appropriate levels.

Ideally, custom reports should be developed so that these reports are churned out by your ACD. 


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