Introduction: CentreVu
®
Advocate
CentreVu® Advocate Release 8 User Guide
Call Selection Methods
1-5
If all skills have the same acceptable service level, this feature will have
no impact on the call center.
Call Selection
Method
1
For each skill level assigned to an agent, the
DEFINITY ECS will
compare the wait time, current or predicted, of the call at the head of the
queue to the skill’s administered acceptable service level. The skill with a
call whose wait time is the highest percentage of the acceptable service
level will be selected. Therefore, calls in skills with a lower acceptable
service level (lower administered acceptable wait time) are answered
faster.
Administration
1
Service Objective is administered for agents through either the switch
administration forms or
CentreVu Supervisor. In CentreVu Supervisor,
Service Objective is administered for an agent with Greatest Need or Skill
Level call handling preferences on the Change Agent Skills form. This
method is used for modifying an existing agent’s call selection method.
For a new agent (new agent login ID), Service Objective is set on the
Agent Login ID form. The Acceptable Service Level is administered on
the ECS Hunt Group form. The acceptable service level must also be
administered on CMS through the Call Center Administration: Split/Skill
Call Profile Setup dialog box.
Result
1
Service Objective can be used to increase the level of service for a
particular skill or skills. You can set the acceptable service level before
answer on an important queue to be lower than other skills. For example,
a credit card company hotline may have agents assigned to a skill for
answering calls from Platinum card holders. Those calls would be
answered faster than other calls, thereby increasing the level of service
and promoting customer satisfaction. Service Objective should make the
percent within service level more uniform across all skills by ensuring that
calls for smaller, more important skills are handled quickly.
This feature can be used instead of queue priority to continuously
increase the importance of a call being answered. Even calls queued in
less important skills eventually become important to be answered as they
near 100 percent of their service level.
NOTE:
