Introduction: CentreVu
®
Advocate
CentreVu® Advocate Release 8 User Guide
Call Selection Methods
1-8
backup, roving, allocated, and reserve agents. All agents who become
available ignore their normal tasks and help the skill that is in trouble. As
soon as a skill goes over threshold, all agents who have this skill are
automatically reprioritized until the skill returns to normal.
In general, agents are less efficient when they are not working on their
primary task. When thresholds are set too low or one or more skills are
understaffed, one skill going over threshold can cause others to go over
threshold, which in turn can cause others to also go over threshold in a
domino effect. This option is not intended to improve percent within
service level for a skill, but is designed for call centers that currently move
agents from skill to skill during the day to alleviate emergencies.
Call Selection Override
OFF
1
When Call Selection Override is OFF, agents always handle calls based
on their assigned call handling preference. When the overload threshold
is exceeded for a skill, standard agents continue with their primary tasks,
but will serve a skill to which they are assigned as reserve agents if that
skill is over threshold and if none of their standard skills have calls waiting
in queue. See the following table for an example of when reserve skill
calls will be answered before standard skill calls when Call Selection
Override is off.
Call Handling Preference
Reserve Skill Call Delivered First When:
Greatest Need
A reserve skill goes over threshold and the
call at the head of the queue for the reserve
skill has the highest priority and longest
wait time (because the reserve skill is now
treated as a standard skill).
Skill Level
When a reserve skill goes over threshold, it
is treated as a level 16 skill and could be
delivered before other level 16 skill calls.
Percent Allocation
When a reserve skill goes over threshold, it
is treated as having 0% assigned. A call
from the reserve skill will be delivered
before a call from a standard skill in which
the agent is above the assigned
percentage.
