Best Service Routing (Category A only)
Issue 1.0 May 2003
95
Before you start using BSR
For single-site BSR applications, your communication server must meet the requirements
shown below (except for LAI). To use multi-site BSR applications, both the communication
servers involved and the network connecting them must meet all the requirements
described in this section.
Improved productivity
Increased agent occupancy rates
— Improve your service without adding staff, or reduce staff while
maintaining your current level of service.
Faster delivery of interflowed calls
— Agents at one location in a network are less likely to sit idle while
calls wait in queue at another location.
Increased operating
flexibility, easier staffing
and scheduling
Larger pool of agents available to take calls in a split/skill
Spikes in call volume at a single contact center can be distributed across
all centers. Temporarily understaffed centers can be supported by the
other centers in the network.
Improved service levels
Lower average speed of answer (ASA), thus more calls handled
Increased performance
Less messaging and processing required per call
Operating separate
sites as an integrated
“virtual contact center”
Ability to compare resources and queue a call to the best one
Enhanced information forwarding capabilities
1. A location’s ASA may be low because the location is underutilized and agents are frequently sitting idle. When BSR
is implemented at such a location, ASA may rise because of the rise in incoming call volume.
You can benefit by…
As a result of…
