Call Center Solution: Handle Any Media
CentreVu® Advocate Release 8 User Guide
Overview
4-1
4 Call Center Solution: Handle Any Media
Overview
4
Many call centers are moving to an any media environment. Calls can be
received through conventional telephones, e-mail, faxes, and video calls.
CentreVu
®
Advocate can be used to equalize service between these media.
CentreVu
Advocate
Features
4
This chapter discusses the following
CentreVu Advocate features:
●
Greatest Need and Skill Level call handling preferences with Service
Objective
●
Uniform Call Distribution-Least Occupied Agent (UCD-LOA)
●
Reserve agents with Service Level Supervisor.
Use the
CentreVu Supervisor reports presented in this chapter to verify that
CentreVu Advocate is working.
Customer
Example
4
An outsourcing company has added the ability to handle e-mail requests, fax
requests, voice calls, and video calls to its call center. To control costs and
obtain contracts, the company wants to guarantee the following levels of
service for these different media:
●
E-mail: 2.75 hours
●
Fax: 2 hours
●
Voice calls: 60 seconds
●
Video calls: 20 seconds.
