Call Center Solution: Maximize Revenues
CentreVu® Advocate Release 8 User Guide
Implementation
3-2
Implementation
3
Callers wanting items from the exclusive catalog are identified by the
“800” number dialed using Dialed Number Identification Service (DNIS).
These calls are directed to a special vector that queues to the “Exclusive”
skill. The top 10 percent spending customers are identified by an
Automatic Number Identification (ANI) lookup table and queued to the
“Top Ten” skill. All other customers are queued to the “Orders” skill.
Agent Selection
3
Agents are assigned skill levels based on their revenue generation within
each skill. To choose the highest revenue-generating agent available in a
skill, the selection method assigned to the skill is Expert Agent
Distribution-Least Occupied Agent. All agents are assigned to the Top
Ten and Orders skills. A subset of agents with special training are
assigned to the Exclusive skill.
Call Selection
3
Agents are assigned a call handling preference of Greatest Need with
Service Objective. (Since Skill Level is used to identify an agent’s ability
to generate revenue within a skill and does not indicate a preference
among skills, Greatest Need call handling preference can be used
instead.) The Service Objective for the Exclusive skill and for the Top Ten
skill is set to 15 seconds. The Orders skill has a Service Objective of 30
seconds.
Switch
Administration
3
Several items must be administered on the switch administration forms
for this business solution to work. See Chapter 11, “Administer
CentreVu
®
Advocate on
DEFINITY ECS” for more information on switch
administration.
Customer Options
3
On the System Parameters Customer Options form, set the following
fields:
●
CentreVu Advocate?
must be set to Y
●
Expert Agent Selection (
EAS)?
must be set to Y.
Hunt Group
3
On the Hunt Group form, set the following parameters:
●
Enter the skill number on the command line.
●
On page 1, enter
EAD-LOA
in the
Group Type:
field.
●
On page 2, set the
Acceptable Service Level:
to 15 seconds.
Set these parameters for the Top Ten skill. Repeat these steps for the
Orders skill, setting the
Acceptable Service Level:
to 30 seconds.
