Preface
CentreVu® Advocate Release 8 User Guide
Organization and Use of This Document
P-3
Chapter 5
Minimize Abandoned Calls: this call center business need is described,
including controlling maximum wait time, along with the CMS and
CentreVu
Supervisor administration necessary for implementation, the reports and report
elements used to verify the solution, and things to keep in mind when
implementing the solution. This chapter discusses the Predicted Wait Time,
Least Occupied Agent, and Service Level Supervisor components of
CentreVu
Advocate.
Chapter 6
Automate Agent Moves: this call center business need is described, along
with the CMS and
CentreVu Supervisor administration necessary for
implementation, the reports and report elements used to verify the solution, and
things to keep in mind when implementing the solution. This chapter discusses
the Service Level Supervisor component of
CentreVu Advocate.
Chapter 7
Make Average Speed of Answer More Uniform: this call center business
need is described, along with the CMS and
CentreVu Supervisor administration
necessary for implementation, the reports and report elements used to verify
the solution, and things to keep in mind when implementing the solution. This
chapter discusses the Least Occupied Agent and Predicted Wait Time
components of
CentreVu Advocate.
Chapter 8
Better Serve Selected Callers: this call center business need is described,
along with the CMS and
CentreVu Supervisor administration necessary for
implementation, the reports and report elements used to verify the solution, and
things to keep in mind when implementing the solution. This chapter discusses
the Skill Level with Service Objective and Least Occupied Agent components of
CentreVu Advocate.
Chapter 9
Control Agent Time in Skill: this call center business need is described, along
with the CMS and
CentreVu Supervisor administration necessary for
implementation, the reports and report elements used to verify the solution, and
things to keep in mind when implementing the solution. This chapter discusses
the Percent Allocation and Service Level Supervisor components of
CentreVu
Advocate.
Chapter 10
Make Agent Idle Time More Uniform: this call center business need is
described, along with the CMS and
CentreVu Supervisor administration
necessary for implementation, the reports and report elements used to verify
the solution, and things to keep in mind when implementing the solution. This
chapter discusses the Least Occupied Agent component of
CentreVu
Advocate.
Chapter 11
Administer
CentreVu
®
Advocate on the
DEFINITY
®
ECS: includes
information about planning and administering a call center from the
DEFINITY
®
ECS side to optimally use
CentreVu Advocate to meet business needs.
Содержание CentreVu Advocate
Страница 1: ...CentreVu Advocate Release 8 User Guide 585 210 927 Comcode 108502162 Issue 1 December 1999...
Страница 118: ...Call Center Solution Handle Any Media CentreVu Advocate Release 8 User Guide Things to Note 4 26...
Страница 138: ...Call Center Solution Minimize Abandoned Calls CentreVu Advocate Release 8 User Guide Things to Note 5 20...
Страница 200: ...Call Center Solution Better Serve Selected Callers CentreVu Advocate Release 8 User Guide Things to Note 8 16...
Страница 220: ...Call Center Solution Control Agent Time in Skill CentreVu Advocate Release 8 User Guide Things to Note 9 20...
Страница 264: ...Administer CentreVu Advocate on DEFINITY ECS CentreVu Advocate Release 8 User Guide Feature Interactions 11 32...
Страница 302: ...CentreVu Advocate Database Items and Calculations CentreVu Advocate Release 8 User Guide Calculations 13 24...
Страница 326: ...Glossary CentreVu Advocate Release 8 User Guide GL 24...
Страница 338: ......
