Custom CentreVu
®
Advocate Solutions
CentreVu® Advocate Release 8 User Guide
Planning Your Call Center—CentreVu Advocate with EAS
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Separate
Organizations
2
In a call center environment in which different organizations or
departments of agents do not share work load, each organization or
department can choose and implement different solutions to achieve
different objectives except for a few system-wide parameters. In this call
center environment, all administration decisions are made on a system
level for the entire call center, followed by organization-level decisions for
the agent groups that reside within the separate organizations.
System Level
Decisions
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The system-level decisions to be made on the System Parameters
Features form are:
●
Call Selection Measurement: predicted-wait-time or current-
wait-time: Predicted-wait-time is always recommended because it
results in fewer calls with exceedingly long wait times and optimizes
critical agent skill resources. Current-wait-time will result in calls
being selected based on their current wait time in queue. Predicted
wait time also looks at how much longer it is predicted that the call
will have to wait if it is not handled right now.
●
Most Idle Agent Across Skills? Y or N: The system default for this
option on the System Parameters Features is No (N), which allows
the agent who is active on a call for one skill to move up the idle
agent list for all other skills. Yes (Y) is always recommended with
CentreVu Advocate, as the agent who has been idle longest since
the last call in any skill will be selected (not used with LOA).
●
After Call Work (ACW) Considered Idle? Y or N: When
administering this option on the system Parameters Features Form,
N (no) is always recommended as this choice will not place an agent
on the MIA list until after the agent has completed all after call work.
Y (yes) will place an agent on the MIA list when they have
completed a call, and before after call work. Yes does not include
ACW time as work time in determining agent occupancy.
●
Call Selection Override? Y or N: The default for this field, used
with Service Level Supervisor, is Y, meaning that agents will be
diverted from their primary call handling tasks when a skill goes into
an over-threshold situation. Standard and reserve agents give this
skill immediate attention. Call Selection Override may be set to N to
keep agents on their primary call handling tasks, where they are
most efficient in overload situations. Standard and reserve agents
address this skill last.
