How SRA Makes Decisions
Sytel Real-Time Automation (SRA):
- deploys agents automatically where they are most needed during a shift, without human involvement
- balances service levels automatically across all inbound queues, even with agent shortages, call spikes, etc.
In order to perform these optimisations, many real-time decisions must be made…
- to find the ‘best match’ between customers and agents
- to take remedial action if, for example, there are spikes in demand for customer contact or agent handle times are longer than expected.
SRA makes judgements moment by moment on agent assignment according to each queue’s current service level and priority settings:
- If one or more queues are performing below their service level target, agents are automatically reassigned on a ‘worst first’ basis
- If all queues are performing above their service level target, agents are reassigned as necessary taking each queue’s relative priority setting into account.
Learn more about SRA’s decision-making process in our paper SRA – Balancing Service Levels & Making ‘Best Match’ Decisions. To request the paper, please use the form below.
The Business Case for SRA
A human being can’t ever be as accurate or as quick as an intelligent machine when making real-time contact center resource allocation decisions during the day. The issues which humans struggle with are:
- demand fluctuations in incoming sessions, minute by minute
- workforce scheduling delivering ‘kind-of-right-but-not-spot-on’ results
- unpredictable events. For example, product recalls, media activity creating unexpected loads, failures in services driving contact center load and so on.
Unique in the industry, SRA avoids the need for any supervisor intervention in the first two cases.
The third issue here is significant unplanned demand. When this situation occurs, SRA mitigates demand more effectively and quickly than through human intervention, and also gives earliest-possible warning of problem situations, allowing intervention to take place quickly and proportionately.
Across these three issues, in a well-managed inbound contact center where projected workloads are planned for, SRA will reduce all supervisor interventions in managing queues by at least 90%.
Learn more about how SRA handles some of the key challenges that contact centers face in our paper SRA – The Business Case. To request the paper, please use the form below.
To see SRA in action, watch the video simulations >>