Call Center Solution: Automate Agent Moves
CentreVu® Advocate Release 8 User Guide
Things to Note
6-30
Things to Note
6
The following list includes some things to be aware of when implementing
the automate moving agents solution:
●
You will need to determine which agents have the highest customer
service abilities before assigning skills.
●
Reserve agents will only be activated on a skill once it exceeds its
administered threshold(s).
●
If the number of agents in a skill is small, a large number of high skill
levels will tend to emulate hot-seat distribution. For example, if one
agent is assigned to each skill level, the call distribution will be “hot-
seat” (always looks first to the level 1 agent, then the level 2 agent,
and so on). To avoid hot-seat call distribution, define fewer levels of
customer service (perhaps three to five levels).
