Adaptive Handle Time

Challenge

When managing your contact center operations, setting the right thresholds for Handle Time rules—such as Long ACW (After Call Work) or Long Hold—can be incredibly challenging. The process typically requires deep analysis of historical performance data, often at a granular level, to determine the optimal thresholds that align with your business goals.

Our Solution

Adaptive Handle Time

To address these challenges, Intradiem’s Adaptive Handle Time is designed to continually optimize your rule thresholds dynamically based on your historical performance data.

Our solution leverages quartile analysis to provide recommendations for new rule thresholds, allowing businesses to reap additional value from their data. Quartile analysis splits the target population into four quartiles and then allows the user to define what parameters should be used to determine what the target threshold should be relative to one of those four quartiles.

Key Features

• Fully Automatic Changes: Automatically adjusts rule thresholds using historical data, removing the need for manual oversight.

• Semi-automatic Recommendations: Offers threshold adjustment suggestions for your review, allowing you to accept, reject, or modify them, giving you more control.

• Reports & Dashboards: Provides insightful reports and dashboards that highlight necessary threshold changes and their potential impact, enabling strategic decision-making.