Management Information & Solutions

1. Management Information & Solutions MASTERCLASS EWD Fun facts to know and tell about the EWD Brought to you by Windex! Windex Makes It Shine

2. Master Class EWD • Introduction to the dialler and EWD • Dialler Metrics & You • Sources of Data Part 1: EWD/Unison • Sources of Data Part 2: Xcalibur/Nice

3. Dialler Metrics & You • Previously in MASTERCLASS • The Collections Pyramid • Metrics UNISON told me • Where the metrics happen • Preview vs Predictive • Metrics EWD told me • How it gets the data back • Multiple actions per event • EWD or UNISON? • What’s the difference? • Why we did it • Key Metric Overview

4. Previously in MASTERCLASS

5. Probe Host System Download EWD Contact Lists Buranda Dialler Burnley Dialler Host System Host System XCalibur XCalibur NICE MQS NICE MQS Master Class EWD – Previously in MASTERCLASS

6. The Collections Pyramid

7. Download Scheduled Master Class EWD – The Collections Pyramid Attempt EWD/ Dialler Connect RPC PTP Kept% Navigator

8. Metrics UNISON Told Me

9. Master Class EWD – Metrics UNISON Told Me We established last week that UNISON was once an independent dialling tool, all reporting prior to EWD was sourced directly from the UNISON dialler. The introduction of EWD changed the way we worked but it also had an impact on how we report out information. Last week I said its easier to understand EWD by exception. We’ll approach the metrics in the same way. UNISON is the tool doing all the dialling, its what the agents log into, so all my data should be there, true, with a few exceptions. So lets look at UNISON

10. Scheduled Attempt Connect System Disposition. Account sent back for next action Attempt = 1 Account Called = 1 Connect = 1 Worked = 1 Account gets dialled Does the phone answer? Is there an agent available? Account Sent to agent Account Yes Yes Abort = 1 Customer hangs up Call abandoned Put call on hold Agent becomes available Account sent back for next action Dialler hangs Up Abandon = 1 Master Class EWD – Where the Metrics Happen When looking at the metrics we are going to cover off the raw metrics and where they can occur at each stage. We’ll leave the calculated metrics to a little late on. For this section we are going to take a look at the following: Attempt: Count of the number of dials made Abort: Count of the number of times we have hung up on the customer Abandon: Count of the number of times the customer has hung up on us Connect: Count of the number of accounts that have gone to an agent Worked: Unique count of accounts that have been sent to an agent Account Called: Unique count of the accounts that have been actioned No No

11. RPC PTP Master Class EWD – Where the Metrics Happen The account is now with the agent. So we are now dealing with the following: RPC: The count of agent dispositions which are flagged as RPCs (Determined through the dialler and reporting) PTP: The count of the agent dispositions which are flagged as PTPs (Determined through the dialler and reporting) Talk: The total time (in seconds) that the agent spent talking Wrap: The total time (in seconds) that the agent spent in wrap Available: The total time (in seconds) that the agent spent waiting between calls Agent Disposition Account sent back for next action No No Yes Are we speaking to the Cust Did we get a PTP PTP entered Account Yes RPC = 1 PTP = 1 Available Talk Wrap

12. Master Class EWD – Preview vs Predictive As discussed last week the dialler can be run in two states. Either Preview or Predictive. The metrics we have covered off in the previous few slides are what occurs in a predictive environment. When the dialler is doing all the dialling. In preview the dialler doesn’t do the dialling it simply sends the accounts through the agents. So lets see how this changes where the metrics now occur. Don’t send account Account sent back for next action New Metric: Allocate Time: Time spent (in seconds) once the agent has the account before they make an attempt Agent Disposition No Is the account eligible? Account No No No Attempt =1 Yes Agent decides to call account Agent decides to call account Are we speaking to the Cust Account sent to agent Yes Account Called = 1 Connect = 1 Worked = 1 Yes PTP Entered Did we get a PTP? Yes PTP = 1 RPC = 2 Available Time Allocate Time Talk Wrap

13. Master Class EWD – Preview vs Predictive • Considering the slight differences in how preview and predictive capture their information. Can we explain the following: • Can Accounts Called be higher than Attempts? • Explain how Accounts Called could possibly be higher than Worked • Would I expect to see my Connects higher than accounts called or Worked? • What are the key signs I might look for to tell which state a contact list was worked in?

14. Metrics EWD Told Me

15. Master Class EWD – How EWD gets the data back Remember how in last weeks masterclass we said that the UNISON dialler returns a disposition whether it be agent or system back to EWD. This enables EWD to evaluate its next course of action. More than the disposition it sends back additional information that we can then use for reporting. Through this information we can identify the following by account and contact list etc: Dial Start Time = Wether the account was attempted or not (Attempts) Connected Time = Wether the account was sent to an agent (Connect) Response Status = This field holds the individual disposition codes. We can simple count the instances of certain dispositions to get the following: Abort = CHU (Customer hung Up) Abandon = SHU (System Hung Up) RPC = NPTP (or any other dispositions that we have determined are to be counted as RPC) PTP = PTP (or any other dispositions that we have determined are to be counted as RPC) As we get the account level information we can run a quick query over this data to get the following information Accounts Called (either Connected Time or Attempt time) Worked (Connected time) You’ll notice that the metrics I haven’t covered off above are my agent time pieces (Talk, Wrap, Allocate and Idle) this information only exists in UNISON and so we source it from there. Whilst we can see all the account level information through EWD and can do a great deal with it, there is actually a shortfall in the data that we can not measure through EWD

16. Master Class EWD – Multiple actions per event • One record per event………anyone see a problem if I have multiple attempts in a single event? • An agent wether in preview or predictive can make multiple calls. Unison can see all dialling attempts made, wether dials it has done or dials by the agent. But EWD only gets one record back. • Take a closer look at what I mean. • 1. Agent working in predictive has the account presented to them when the home number was dialled (attempt 1). Agent is advised to try and contact the customer on the mobile. Agent then dials the mobile (attempt 2). Agent speaks to the customer, gets a promise and sends the account back to the dialler. • What UNISON saw is 2 attempts • What UNISON sent back to EWD is 1 attempt • Agent working in preview attempts to call the customer on the business number (attempt 1), but gets no answer. Agent attempts to dial the home number (attempt 2), but gets no answer. Agent then tries to dial the mobile number (attempt 3), but gets no answer. • What UNISON saw is 3 attempts • What UNISON sent back to EWD is 1 attempt • As there is only one record per event, there is only 1 field that can record the dial time. So EWD can not measure and we can therefore not record all of the dials that actually took place through EWD. • So that being the case, why do we use EWD to source our data? We can’t see everything.

17. EWD or UNISON

18. Master Class EWD – What’s the Difference Scheduled Even though all the action takes place in the dialler we actually source a majority of our data from EWD itself, even though when it comes to attempts it seems more logical to pull that information from UNISON. So why don’t we use UNISON? Because I’ve missed a metric. Scheduled accounts. Technically what we call a scheduled account is a reporting term. We covered last week that through the filter process we create a large number of contact lists. We class some of these as scheduled (meaning we should be dialling them) and others as non-scheduled (we can’t dial them). So scheduled accounts is best thought of as volume. How many accounts do we have in a particular contact list. The volume in a contact list will not change through out the day. It remains static. Prior to EWD we could measure a metric like contact list volume and my other unique metric, Accounts Called* through Unison, no problems. Not so much any more. *the other unique metric is accounts worked. This is a new measure that we were able to introduce through EWD now that we could see the account level detail.

19. Download Download EWD Contact Lists Contact Lists Dialler Buranda Dialler Burnley Dialler Master Class EWD – What’s the Difference Remember this from MasterClass 1. Its how the dialler worked without EWD. The process of feeding accounts into the dialler (the download) would occur once at the beginning of the day. The dialler has its complete set of accounts that throughout the day that won’t change. You wouldn’t keep adding new accounts throughout the day. What you start with is what you have to get through. This is what the process looks like now with EWD. The accounts aren’t fed into the dialler from the download. They are fed into EWD and EWD feds the accounts through to the dialler. But the EWD doesn’t feed the account all at once, it sends accounts in batches all throughout the day. Given that we can only access summarised data through UNISON what do you think happens to its ability to work out a metric like scheduled accounts and accounts called?

20. Master Class EWD – What’s the Difference Unison can no longer measure unique accounts. Every time EWD sends accounts down to the dialler, the dialler believes that it is receiving new volume. So through its reporting mechanisms it does something similar to the below. Lets say my total volume in the contact list C_FEDS is 5000 accounts. EWD sends 2000 accounts from C_FEDS down to the Buranda dialler EWD sends 1500 accounts from C_FEDS down to the Burnley dialler. EWD then sends 1500 accounts from C_FEDS down to the Buranda dialler EWD then sends 1000 accounts from C_FEDS to the Burnley dialler. Lets say that each of these accounts sent were dialled. The reporting would like something like this EWDUNISON Scheduled = 5000 Scheduled = 6000 Accounts Called = 5000 Accounts Called = 6000 EWD can send the same account, multiple times and to different diallers. Through EWD we can work out what the true scheduled volume and accounts called data is. Through UNISON we can not. This means if anyone is pulling information directly from UNISON they need to be incredibly careful. Some of the metrics are just wrong. That’s why the business does not have access to UNISON reporting.

21. Master Class EWD – What’s the Difference So lets look at our base metrics and where we can and where we do source them from:

22. Master Class EWD – Why we Did It • An argument can be made about where we should/could be taking the data from. We have no choice with scheduled and accounts called. The data is simply not available any where else. • We came down on the side of EWD for those metrics in both purely because we can provide much more in depth reporting metrics because we can get to the account level information. We simply can’t get to that level through EWD. • By having access to the account level information we can split the dialler data by product, dpd risk. All these additional ways to splits and understand the dialler performance. Without it, we could only report out by contact list. No lower. • So what’s the exception with the EWD metrics: • Only agent time data is sourced from Unison • Additional attempts are not reported on.

23. Download Scheduled Master Class EWD – Collections Pyramid Attempt Connect RPC PTP Kept%

24. Key Metric Overview

25. Master Class EWD – Key Metric Overview In this session we’ve mainly focused on the raw metrics themselves. Some of these are important on their own, others are used in the calculated metrics. I would recommend that every reads the metric definitions document on the dialler dashboards for the complete list. Scheduled Accounts : Volume Saturation = Accounts Called/ Volume Penetration = Attempts/Volume Worked/Accounts Called Agent Hours = Talk Time + Wrap Time + Allocate Time + Available Time Idle % : Available Time/ Agent Hours Abandon % = (Abort + Abandon)/Attempts PTP/RPC AHT = (Talk Time + Wrap Time + Allocate Time)/Connects Connects/Attempts PTP/Scheduled

26. Master Class EWD – Key Metric Overview • Calculated metric fun. • Saturation is at 70% and Penetration is at 50%. • Penetration is 230% and saturation is 70%. • Saturation is at 120%. • Worked/Accounts Called is at 50%.