Custom CentreVu
®
Advocate Solutions
CentreVu® Advocate Release 8 User Guide
Getting the Most from Your Call Center
2-37
Handling any media
with different levels
of service
Service Objective
If you are using your
DEFINITY ECS
to handle, faxes, e-mails, and video
calls as well as voice calls, there may
be large differences between the
Acceptable Service Level (ASL) for
different media. Use Service
Objective to ensure that skills with
higher volume and shorter ASLs
(voice calls, for example) do not
negatively affect service for skills
with longer ASLs (A skill for e-mail
requests might have an ASL of two
and a half hours.) For a detailed
example of this type of application,
see Chapter 4.
Service Level Supervisor
In the above example, if there are a
few agents administered with the e-
mail skill, the reserve agents who
normally handle voice calls could
back up the e-mail agents.
Giving better
service to smaller
skills
Predicted Wait Time
If you have important but small skills
with just a few agents, use Predicted
Wait Time to equalize wait time for all
skills. Predicted Wait Time will lower
ASA for the smaller skills. (There
may be a slight increase in the wait
times for larger skills.)
Service Objective
Set a lower Acceptable Service Level
(ASL) for small skills and enable
Service Objective for some or all of
the agents in that skill.
DEFINITY
ECS will select calls from the skills
that are closest to exceeding their
ASL—even if those aren’t the oldest
calls waiting.
If your goal is:
Consider the following:
Call Selection methods
Agent Selection methods
