WFH agents raise new challenges for
traditional UC management
arrivia customer agents are hard at work across the globe delivering travel loyalty programs to key players across multiple industries. Agents operate from multiple regional contact centers and home environments.
Technology plays a major role in arrivia’s ability to provide their services, but the technology platforms in play at arrivia – Avaya, Microsoft, and LiveVox – don’t provide a direct line-of-sight to agent WFH environments or the visibility to troubleshoot issues.
This means that when arrivia’s customer agents encounter dropped calls and unresponsive applications, the company’s Service Desk bears the brunt. Without knowing exactly how devices and networks are performing in agent homes, Service Desk operators end up raising tickets with the UC network team at the first sign of trouble. These issues can sometimes take weeks to resolve. And as we all know, when the agent experience suffers, so does customer experience.
What were Arrivia’s major WFH concerns?
- Arrivia WFH customer agents make calls using a range of connectivity types, speeds, devices, and ISPs, often on consumer-grade internet
- Home PCs and devices used by some agents can have insufficient CPU and memory to handle peak load
- Agents often share their network with family members, who compete for precious bandwidth
- Home environments can cause background noise not traditionally experienced in the workplace
How could arrivia identify and fix issues
impacting WFH agents faster?
Approximately one-third of incident tickets processed by arrivia’s Service Desk related to issues outside the visibility of the enterprise. These include WFH PC performance, network availability, and CCaaS connectivity. After evaluating possible solutions to reduce mean time to repair (MTTR), arrivia found Virsae’s VSM Everywhere platform to be the key to success. The data captured by VSM Everywhere presents a rich diagnostic view of each agent’s system performance, from end-to-end.
Designed for customer and user experience, VSM Everywhere collects data from arrivia’s XCaaS platforms and enabling technologies, including 'unmanaged' WFH networks and environments. It captures and reports performance data, including:
- User PC hardware: node name, processor, O/S, model, memory
- Networks: interface and status, ISP, Wi-Fi SSID, Wi-Fi encryption and authentication method, Wi-Fi signal strength and link quality
- Historical network and system performance: CPU and memory utilization, ISP download and upload speeds, and latency, which can all be analyzed according to nominated timeframes
- Devices and headsets: Telemetry analytics assess audio quality and volume to help maintain healthy working conditions for employee wellbeing
- Environmental analytics: point to external factors influencing performance