Call Center Solution: Handle Any Media
CentreVu® Advocate Release 8 User Guide
Implementation
4-2
Implementation
4
Requests from each media come into vectors that queue the request to
separate skills based on the media used by the caller.
Agent Selection
4
Uniform Call Distribution-Least Occupied Agent (UCD-LOA) is used to
select agent for calls. Reserve agents are also staffed to help ensure that
service levels for each skill are met. Thresholds for each skill are set
above the acceptable service level to bring additional agents in
automatically, prior to the committed wait time limit. The following
thresholds are set:
●
E-mail: 2.77 hours
●
Fax: 2.2 hours
●
Voice calls: 65 seconds
●
Video calls: 25 seconds.
A few agents are dedicated to the e-mail and fax skills. Many more
reserve agents are assigned to these two skills and only assist on the
skill when the service times approach the pre-defined acceptable service
levels.
Although two thresholds can be administered per skill through
CentreVu
Advocate, this example only uses one threshold per skill. Greatest Need
agents will give reserve skill calls over threshold equal precedence with
standard skills; that is, they will be given the call with the highest priority
and longest wait time in queue. Since Call Selection Override is off for
this solution, skill level agents will remain on their primary call handling
tasks, and standard and reserve agents will be given a call if there are no
calls waiting in their standard skills.
NOTE:
