Anomaly detection to optimize operations

Goals

  • Thoroughly analyze time series data for multiple Key Performance Indicators (KPIs).
  • Pinpoint and identify anomalies that warrant closer examination.    

Goals

  • Thoroughly analyze time series data for multiple Key Performance Indicators (KPIs).
  • Pinpoint and identify anomalies that warrant closer examination.    

Strategy

Recognize these deviations to strategically focus on mitigating their impact. These KPIs are pivotal in SLA compliance, bonus determinations, penalties, and other critical areas.

Using advanced clustering techniques, segment agents by their KPI performance and operating duration.

Craft and send an insightful email to the supervisor that includes a time series for the relevant KPI, highlighting detected anomalies and indicating how each agent contributes to the observed KPI metrics.  

Strategy

Recognize these deviations to strategically focus on mitigating their impact. These KPIs are pivotal in SLA compliance, bonus determinations, penalties, and other critical areas.

Using advanced clustering techniques, segment agents by their KPI performance and operating duration.

Craft and send an insightful email to the supervisor that includes a time series for the relevant KPI, highlighting detected anomalies and indicating how each agent contributes to the observed KPI metrics.  

Highlights

Introduced the pioneering statistical model for forecasting KPIs to Atento, with successful rollouts in Brazil and Colombia.

Enhanced client relationships by showcasing our commitment to innovation and data-driven decision-making.

Following its accolade as a recipient of the Global Innovation Award at Atento, the model is seeing extensive implementation company-wide.

Highlights

Introduced the pioneering statistical model for forecasting KPIs to Atento, with successful rollouts in Brazil and Colombia.

Enhanced client relationships by showcasing our commitment to innovation and data-driven decision-making.

Following its accolade as a recipient of the Global Innovation Award at Atento, the model is seeing extensive implementation company-wide.

Results

Remarkably, we surpassed our revenue projections by over 200% in just one month.

We saw significant improvements in the two cornerstone KPIs under review – Total Response Time and Initial Response Time – with an uplift of more than 10%.

Results

Remarkably, we surpassed our revenue projections by over 200% in just one month.

We saw significant improvements in the two cornerstone KPIs under review – Total Response Time and Initial Response Time – with an uplift of more than 10%.

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