Call Center Solution: Automate Agent Moves
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
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Verifying the Solution Through Reports
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In order to verify that this solution is working as implemented, you will
need to verify that reserve 1, reserve 2, and flex agents are being
activated on the skill as needed. The best way to do this is to generate
real-time agent work state or status reports both before and after the
solution is implemented to verify its effectiveness. The information
regarding call profiles received through generating reports before the
solution is implemented can be used to determine threshold levels for the
Platinum skill based on the average time to abandon and the oldest call
waiting in that skill. The call profiles and preferences should be reviewed
for each skill using the following parameters: acceptable service level,
percent in service level, comparable volumes of ACD calls, number of
abandons, and so on.
You should look at reports that have comparable call and staff volume
before and after implementation to determine that the solution is working.
When generating any report, select a day or interval when there were a
large number of abandoned calls and view the resulting profiles for the
Platinum skill. Set the Service Level Supervisor thresholds about ten
seconds below the point in the skill profile at which the calls should be
answered. Compare profiles for all VDNs that are served by the Platinum
skill. If one VDN has a substantially different profile, use a separate skill
to minimize abandons.
Reports
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The results of implementing this solution can be seen in any of the Agent
Reports. The Agent Reports include information on agent extensions and
logins, agent work states, and agent roles (Top, Reserve1 or 2, Flex, and
so on). The most relevant reports to this solution are listed here:
●
Real-Time Graphical Staffing Profile Report
●
Real-Time Graphical Active Agents Report
●
Drill-Down Graphical Auxiliary (AUX) Reserve1 Agent Report
●
Drill-Down Graphical Auxiliary (AUX) Reserve2 Agent Report
●
Real-Time Multi-ACD Top Agent Report (if using Skill Level call
handling preference).
NOTE:
