Call Center Solution: Automate Agent Moves
CentreVu® Advocate Release 8 User Guide
Overview
6-1
6 Call Center Solution: Automate Agent Moves
Overview
6
A call center may need more agents per high-activity skill only at certain peak
times of the day. Rather than manually notifying and activating agents for a
skill during these times of peak activity, many call centers want to activate
these agents on the skill or move agents to the skill automatically.
CentreVu
®
Advocate
Feature
6
This chapter discusses the Service Level Supervisor
CentreVu Advocate
features. Use the
CentreVu Supervisor reports presented in this chapter to
verify that
CentreVu Advocate is working.
Customer
Example
6
A call center accepts customer service calls for a major credit card company.
There are three skills set up, one each for Platinum cards, Gold cards, and
Regular cards. Although more calls are received throughout the business
day on Regular and Gold cards, the call center wants to guarantee a level of
service to the Platinum card skill by moving agents from the skills assigned to
Gold and Regular cards during times of peak activity for the Platinum skill.
The target time for moving agents to the Platinum skill is 20 seconds, and the
maximum oldest call waiting time is 40 seconds.
These thresholds are used to determine when extra agents are needed for a
skill in order to provide better service. Also, Platinum card holders are given
a special “800” number to be used specifically for customer service inquiries
on their cards. Using the call center solution in this chapter, reserve agents
are automatically activated for the Platinum skill only when needed.
