Custom CentreVu
®
Advocate Solutions
CentreVu® Advocate Release 8 User Guide
Planning Your Call Center—CentreVu Advocate with EAS
2-15
System Level
Decisions Table
2
System-level decisions for call and agent selection need to be made for
the entire call center. These decisions are used when administering
agents that do not share organizations. The following table includes the
decisions that should be made, the choices available, the expected
results, the other call center solutions that the results will work with,
against, and is not used with, and where the decision is administered.
Option
Choice
Expected
Result
Works With
Works
Against
Not Used
With
Where
Decided
Call Selection
Measurement
predicted-
wait-time
*
Better
managed
smaller
skills,
improved
service.
Greatest
Need,
Skill Level,
Service
Objective
Percent
Allocation
System
Parameters
Features
form
current-wait-
time
Most Idle
Agent (MIA)
Across Skills
Y*=longest
since last call
for any skill
More equal
agent
occupancy.
LOA
System
Parameters
Features
form
N=longest
since last call
for this skill
More equal
number of
calls within
each skill,
BUT can
create “hot
seats” for
multi-skilled
agents.
LOA
