Administer CentreVu
®
Advocate on DEFINITY
®
ECS
CentreVu® Advocate Release 8 User Guide
Administering Call Selection
11-9
After you’ve implemented Service Level Supervisor in a skill with the
recommended Level 1 threshold, determine the Average Time to
Abandon in the skill. Set the skill’s Level 2 threshold about 5 seconds
below its Average Time to Abandon. For example, if this time for a
hypothetical skill is 25 seconds, set the Level 1 threshold to 20 seconds.
If Average Time to Abandon is 40 seconds, set the Level 2 threshold to
35 seconds.
Calculating the
Maximum Number of
Reserve Agents for a
Skill
11
Use the formula below to calculate the number of dedicated reserve
agents for a skill that will yield the lowest Average Speed of Answer.
*
For example, assume you want to determine the optimal number of Level
1 reserve agents for a skill that has 12 standard agents, a Level 1
threshold of 30 seconds, a Level 2 threshold of 60 seconds, and an
average call handling time of 180 seconds. The formula would look like
this:
You would not want to assign more than 2 Level 1 reserve agents to this
skill. If you did, you would see no significant reduction in the Average
Speed of Answer.
How many Level 2 reserve agents might you assign to this skill?
Using the same formula, we see that you would want to assign no more
than 4 Level 2 reserve agents in order to obtain the maximum
improvement in ASA.
In general, the longer a skill’s call handling time, the fewer reserve agents
you’ll want to assign to the skill. The greater the difference between FTEs
and agents logged into a skill, the fewer reserve agents you’ll want to
*“Dedicated reserved agents” means agents who are only assigned to skills as reserve agents. Standard agents in
some skills may also be assigned to other skills as reserve agents. This formula is for calculating the optimal number
of dedicated reserve agents only.
MaxNumberofReserveAgents
ThresholdLevel
onds
sec
(
)
NumberofStdAgents
×
AverageCallHandlingTime
onds
sec
(
)
-----------------------------------------------------------------------------------------------------------------------------------
=
2
30
12
×
180
-------------------
=
4
60
12
×
180
-------------------
=
NOTE:
