Lucent Technologies CentreVu Advocate, Руководство пользователя

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Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Implementation
5-7
Field Use
Split(s)/Skill(s): Enter the split or skill number(s) or name(s) (must be
previously assigned in the Dictionary subsystem) you are
searching for or modifying.
Acceptable service level:
(Required entry) Enter the number of seconds that it is acceptable for an ACD
call to wait before connecting to an agent.
Service level increments
(seconds): (Required entry) Enter a progressively greater number of seconds in each “to”
field. The seconds before and after each word “to” define an
increment in seconds of wait time. For example,”0 to 5 to 10 to
25...” means 0-5, 6-10, and 11-25, and so on. Each of the nine
increments can vary in length (for example, 0 to 15, 16 to 20,
21 to 26, 27 to 38, 39 to 43, and so on). Each increment
represents a progressively longer wait time for the call and is
used for both answered and abandoned calls.
To get finer detail regarding when most callers abandon from
the skill, use smaller time increments in the Service Level
Increments fields around the average time to abandon. For
example, if the average time to abandon is 40 seconds for a
particular skill, the Service Level Increments field setting might
be (in seconds): 0, 5,15, 25, 35, 38, 40, 42, 45, 55, and so on.