Custom CentreVu
®
Advocate Solutions
CentreVu® Advocate Release 8 User Guide
Call and Agent Selection
2-11
When call selection override is off, thresholds should be set based on the
following considerations:
●
First threshold (consider all of the following):
— From an
agent perspective, the first threshold is set at the point
in time that you want reserve1 agents to serve this skill if they
are sitting idle.
— From a
caller and business perspective, the first threshold can
be set five to ten seconds below the acceptable service level to
improve percent within service level of the skill in overload,
while protecting the service level of the skills in normal mode.
●
Second threshold (consider all of the following):
— From an
agent perspective, the first threshold is set at the point
in time that you want reserve2 agents to serve this skill if they
are sitting idle.
— From a
caller and business perspective, the second threshold
is set to the maximum wait time you desire for any caller.
Because idle or reserve-only agents are the only agents that
immediately come to help in an emergency when call selection
override is off, this option may require more reserve-only agents (for
example, call center supervisors). However, if you do not want
supervisors to be your first line of defense in this situation, make
them reserve2 agents and set the threshold for overload 2 high.
Result of Call
Selection Override
2
The following table illustrates what would happen in the following three
situations: skills under threshold, call selection override on when “skill 5”
goes over threshold, and call selection override off when “skill 5” goes
over threshold (calls are queued for each skill in the table at top priority).
NOTE:
Agent Type (by CHP)
(L = assigned level)
Skills Under
Threshold and Agent
goes Available
Call Selection
Override OFF, Agent
Goes Available
Call Selection
Override ON, Agent
Goes Available
Greatest Need Agent:
Skill1 - L1, Skill3 - L2,
Skill 5 - L3
Take skill with highest
priority, longest wait
time call.
Take skill with highest
priority, longest wait
time call.
Take Skill 5 call.
