Hi All,

I am Dexter, and i am all just a year of experienced guy in a Call center.

Actually my program is under going a training called versant and it takes an hour and if in a extream case up to 3 hrs of versant training daily till 6th December.
And as a WFM team its my job to schedule the call taking agents for this training.
1. First of wht is this versant training wht they will do there, as discussed with the program i am not still clear about this.
2. Secondly i have scheduled the agents where there is more avail in the call flow so i thought it may not affect my SIR. But still i see some of my interval are not meeting the SIR target.

Can any one help me where i can bring those agents without affecting my SIR..

Note: - Usually my call flow will be high in 3rd Quadrant.


Thanks in Advance
Regards,
Dexter Donald.

Welcome to CCV, I hope to see more of you around.

With no offence intended...shouldn't you be asking your manager about what sort of training this is and why you are doing it? It seems they would be in the best position to answer.

I don't understand the 2nd part of your question, I don't see why you would schedule more people at a point where there was availability...and I don't see what the callflow has to do with scheduling (at least it's not a totally dependant relationship.

Am I correct to assume a SIR is a "service level" of some kind?

Hi Justin,

First of all i thank you very much for your responce.
And after the Discussion meeting with my Managers now I am clear about the training process.
SIR is a nother metrics like SL.

We are working on a Ramp plan for our new process I think I will have all supports form ppl like u for a new comers like me in this family.

Thanks for all your supports.

-Dexter