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Call Center Solution: Make Average Speed of Answer More Uniform
CentreVu® Advocate Release 8 User Guide
Things to Note
7-15
Things to Note
7
The following list includes some things to be aware of when making
average speed of answer more uniform:
●
If agent pools are small, Option B may emulate a hot-seat
distribution. To avoid this situation, define skill levels as ranges. For
example, Level 1 is 1-2 skills, Level 2 is 3-5 skills, and so on.
●
If implementing Option B, agent occupancy for those agents with
many skills should drop after implementation, while agents with one
skill should have the highest occupancy. Monitor these agents for
burnout.
●
Set a new agent’s skill levels to give a moderate occupancy during
the training phase. This should ensure that enough new call types
are handled by the new agent to train him or her on the different
skills.
●
If you are using Predicted Wait Time, the smaller skills should have
a greater improvement in ASA, verifiable by checking reports before
and after implementation.
●
Option B gives the greatest improvement in ASA. It also gives your
agents incentive to learn more skills.