Call Center Solution: Control Agent Time in Skill
CentreVu® Advocate Release 8 User Guide
Overview
9-1
9 Call Center Solution: Control Agent Time in Skill
Overview
9
Many call center administrators want to simplify agent scheduling, as well as
control agents’ time in different skills. Controlling agent time in skills more
evenly spreads the overall work load between agents as well as more evenly
distributes calls among agents.
CentreVu
®
Advocate
Features
9
This chapter discusses the following
CentreVu Advocate features:
●
Percent Allocation call handling preference
●
Service Level Supervisor.
Use the
CentreVu Supervisor reports presented in this chapter to verify that
CentreVu Advocate is working.
Customer
Example
9
A travel agency call center has 20 agents and 4 skills. Since agents are paid
on commission, they need an equal opportunity within each skill. The call
center supervisor wants to evenly distribute the calls among agents, which
will in turn more evenly distribute overall work load. Based on traffic, the
percentages are assigned the same for each agent, as follows:
●
Cruises: 20%
●
Airlines: 50%
●
Domestic: 15%
●
International: 15%.
To better serve the higher revenue skills, such as Cruises and
International, the percentages are set higher than the expected traffic.
NOTE:
