Custom CentreVu
®
Advocate Solutions
CentreVu® Advocate Release 8 User Guide
Getting the Most from Your Call Center
2-33
Increasing
operating flexibility
Service Level Supervisor
Service Level Supervisor (SLS)
automatically manages agents
during periods of peak load. Using
criteria you supply, SLS adds
predefined reserve agents to the
busiest skills when Expected Wait
Time exceeds preset thresholds.
When the reserve agents are no
longer needed, SLS removes them
from the skills. Your call center
automatically adapts to changes in
call volume without supervisor
intervention.
Increasing
customer
satisfaction
Predicted Wait Time
Predicted Wait Time (PWT) reduces
abandonments by equalizing wait
times. With this feature,
DEFINITY
ECS looks at how long calls are likely
to wait in queue and selects calls in
the order to equalize wait times
across skills.
Service Level Supervisor
Service Level Supervisor (SLS)
automatically manages agents
during periods of peak load. Using
criteria you supply, SLS adds
predefined backup or reserve agents
to the busiest skills to keep Expected
Wait Times low. The maximum wait
times are minimized, and abandoned
calls are reduced.
EAD-MIA or EAD-LOA
By selecting the most highly skilled
agent available to answer each call,
Expert Agent Distribution (EAD)
allows you to give customers the best
possible service.
If your goal is:
Consider the following:
Call Selection methods
Agent Selection methods
