What factors are contributing to the sudden increase in average handle time for Genesys's PureConnect solution this quarter?

Introduction

The sudden increase in average handle time for Genesys's PureConnect solution this quarter is a critical issue that demands immediate attention. As we delve into this product execution problem, we'll employ a systematic approach to identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

Our analysis will follow a structured framework, beginning with clarifying questions to establish context, followed by a thorough examination of external factors, product understanding, metric breakdown, and data-driven hypothesis formation. We'll then conduct a root cause analysis, propose validation methods, and outline a comprehensive resolution plan.

Step 1

Clarifying Questions (3 minutes)

• I'm noticing the focus on this quarter. Has there been a gradual increase leading up to this point, or was it a sudden spike?

Why it matters: Understanding the pattern helps identify if it's a recent change or a culmination of ongoing issues. Expected answer: A sudden spike this quarter. Impact on approach: A sudden spike would suggest looking for recent changes or events.

• Given PureConnect's role in customer interactions, have there been any significant changes in customer behavior or expectations recently?

Why it matters: Changes in customer behavior could directly impact handle times. Expected answer: No major changes reported in customer behavior. Impact on approach: If true, we'd focus more on internal factors or system changes.

• Has there been any recent update or feature release for PureConnect that coincides with the increase in handle time?

Why it matters: New features or updates can often lead to unexpected performance issues. Expected answer: A minor update was released at the beginning of the quarter. Impact on approach: We'd prioritize investigating the impact of this update on handle times.

• Are we seeing this increase across all customer segments, or is it more pronounced in specific industries or user groups?

Why it matters: Segmentation can reveal if the issue is universal or specific to certain use cases. Expected answer: The increase is more significant in the financial services sector. Impact on approach: We'd focus on understanding unique aspects of financial services use cases.

• Have there been any changes in how we measure or calculate average handle time for PureConnect?

Why it matters: Ensures we're comparing apples to apples and not dealing with a measurement issue. Expected answer: No changes in measurement methodology. Impact on approach: We'd rule out measurement errors and focus on actual performance issues.