Administer CentreVu
®
Advocate on DEFINITY
®
ECS
CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor
11-14
Call Handling
Preferences
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DEFINITY ECS provides three call handling preferences. Call handling
preferences are set for each agent. When calls are waiting in queue and
an agent becomes available, that agent’s assigned preference
determines which call is selected.
Call selection only takes place when calls are waiting in queue. When
agents are available and there are no calls in queue,
DEFINITY ECS
uses the agent selection methods described above to select an agent for
a call.
Service Objective
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When you use the greatest need or skill level call handling preferences,
you may also use the Service Objective feature.
When Service Objective is enabled,
DEFINITY ECS selects calls for
agents according to the ratio of Predicted Wait Time or Current Wait Time
to the administered Acceptable Service Level in an agent’s assigned
skills. Setting a lower Acceptable Service Level for more important skills
will improve Average Speed of Answer for those skills as compared to
less important skills.
If an agent’s call
handling
preference is…
When calls are in queue for several of an
agent’s assigned skills and the agent
becomes available…
Greatest Need
The agent receives the oldest, highest priority
call from all their assigned skills.
Percent Allocation
The agent receives a call from the skill that will
otherwise deviate most from its administered
allocation.
Skill Level
The agent receives the oldest, highest priority
call for the skill in which the agent has the
highest skill level (lowest skill number).
NOTE:
