Call Center Solution: Better Serve Selected Callers
CentreVu® Advocate Release 8 User Guide
Implementation
8-2
Implementation
8
Callers wanting items from the exclusive catalog are identified by the
“800” number dialed using Direct Number Identification Service (DNIS).
These calls are directed to a special vector that queues to the Exclusive
skill. The top 10% spending customers are identified by an Automatic
Number Identification (ANI) lookup table and queued to the Top Ten skill.
All other customers are queued to the Orders skill, as in Chapter 3, “Call
Center Solution: Maximize Revenues.”
Agent Selection
8
Agents are assigned skill levels based on their revenue generation within
each skill. To choose the highest revenue-generating agent available in a
skill, Expert Agent Distribution-Least Occupied Agent (EAD-LOA) is
used. All agents are assigned to the Top Ten and Orders skills. A subset
of agents are assigned to the Exclusive skill.
Call Selection
8
Agents are assigned a call handling preference of Skill Level with Service
Objective. The Service Objective for the Exclusive skill is set to 20
seconds and the Service Objective for the Top Ten skill is set to 10
seconds. The Orders skill has a Service Objective of 40 seconds. Service
Objective will select the call that is the greatest percentage of its service
objective.
In addition to using Skill Level with Service Objective, Predicted Wait
Time is also used to lower the Average Speed of Answer (ASA) for the
smaller skills (there may be an increase in the wait time for the larger
Orders skill).
Switch
Administration
8
Several items must be administered on the switch administration forms
for this business solution to work. See Chapter 11, “Administer
CentreVu
®
Advocate on
DEFINITY
®
ECS” for more information on switch
administration.
Customer Options
8
On the System Parameters Customer Options form, set the following
fields:
●
CentreVu Advocate?
must be set to Y.
●
Expert Agent Selection (EAS)?
must be set to Y.
