Introduction: CentreVu
®
Advocate
CentreVu® Advocate Release 8 User Guide
Call Selection Methods
1-6
Predicted Wait
Time
1
Predicted Wait Time is a call selection measurement that uses the time a
call is predicted to wait in queue instead of the time the call has already
waited.
Description
1
Predicted Wait Time determines which call currently in queue is expected
to wait the longest for delivery to an agent. Predicted Wait Time can then
select the call that, based on its current wait time in queue and the
estimated time until the next agent becomes available, will wait the
longest overall.
Call Selection
Method—Example
1
In a call center, a call may be queued for a specialized skill that has a
small number of agents staffed. Although this call may have only been
waiting in queue for 30 seconds, it has a predicted wait time of an
additional 90 seconds because of the small number of agents assigned
to the skill. Another call is queued for a general skill that is staffed by
many agents. This call has been waiting for 60 seconds, but is predicted
to wait in queue for an agent for only 15 more seconds. Predicted Wait
Time will select the call for the specialized skill first, because its overall
predicted wait time will be 120 seconds, or two minutes. The other call
will continue to wait in queue because its overall Predicted Wait Time is
only 75 seconds total.
Administration
1
Predicted Wait Time is administered on the
DEFINITY ECS System
Parameters form, in the Call Selection Measurement field. The other
valid entry in this field is Current Wait Time.
Current Wait Time
1
If Current Wait Time is selected in the System Parameters form: Call
Selection Measurement field, the ACD will only consider how long a call
has already waited when using the call selection algorithm.
Service Level
Supervisor
1
Service Level Supervisor is an override feature used to select skills for
agents. Service Level Supervisor has Expected Wait Time (EWT)
thresholds set for skills and can override normal agent call handling
preferences to handle calls from a skill whose threshold has been
exceeded (automatically changing call answering priorities for standard
agents). Optionally, standard agents can keep their normal agent call
handling preferences. Additional reserve agents can also be activated
automatically when the skill is in the over threshold condition.
