2013

AGENT SOLUTION PROFILER

Empowering Agents Through Innovation
This paper outlines the efficiency issues experienced by front line agents at the Enterprise Help Desk and discusses the ASP (Agent Solution Profiler) tool, its purpose, history, overall benefits to both the service desk and to the customer, future developments and cross-account implementation. Our report covers the tools effects on ticketing accuracy, FCR (First Call Resolution), AHT (Average Handle Time), ACW (After Call Work), and CSAT (Customer Satisfaction). A glossary and a comprehensive how-to guide with screen shots of the tool is provided in the appendix.

Knop, Sebacher, Schnabel, Vu