Custom CentreVu
®
Advocate Solutions
CentreVu® Advocate Release 8 User Guide
Combining CentreVu Advocate Solutions to Meet Call Center Needs
2-24
Combining
CentreVu Advocate Solutions to Meet Call
Center Needs
2
Overview
2
Call center administrators may have many different objectives for
matching callers with agents. In order to meet these objectives, call
centers often have individual agents assigned to many different skills.
The
CentreVu Advocate features, in combination with existing EAS
features, can be used to meet a variety of business needs by taking
advantage of agents in multiple skills. Some general call center business
needs are described in this section. For additional information on
combining solutions to create a custom call center environment, see
Chapter 11, “Administer
CentreVu
®
Advocate on
DEFINITY
®
ECS” in this
document.
Match Caller
With Most
Qualified Agent
2
To match a caller with the most qualified agent, assign skill levels that
identify an agent’s level of expertise. For agent selection, use EAD-MIA
or EAD-LOA (EAS) to select the most qualified agent available. For call
selection, use the Skill Level Call handling preference to select the call
that the agent is most qualified to handle.
Build Stronger
Relationships
with Some
Customers
2
CentreVu Advocate features can be used to provide better service (as
measured by the average speed of answer) to important customers,
relative to regular customers. For agent selection in this scenario, use
EAD-MIA or EAD-LOA to select the most qualified agent for a call. For
call selection, use the Service Objective
CentreVu Advocate feature to
differentiate levels of service by giving more important customers shorter
service objectives and regular customers longer service objectives. The
Predicted Wait Time
CentreVu Advocate feature can also be used to give
better service to smaller, more personalized skills. Alternately, with the
Percent Allocation call handling preference, a higher percent allocation
than required for some skills can be assigned (selectively over staff),
which provides better service to customers in those skills.
