Call Center Solution: Control Agent Time in Skill
CentreVu® Advocate Release 8 User Guide
Implementation
9-2
Implementation
9
Agents will have their time in the four skills determined through Percent
Allocation, a new call handling preference available with
CentreVu
Advocate. The agent selection method is a form of Expert Agent
Distribution (EAD).
Agent Selection
9
Agent selection for this call center solution is through Uniform Call
Distribution-Least Occupied Agent (UCD-LOA) to choose the least
occupied agent available in a skill. All agents are assigned to all four
skills. UCD-LOA distributes the work load across all skills, giving all
agents a comparable level of occupancy. The Average Speed of Answer
(ASA) should also be determined for each skill to minimize the abandons
per skill. Once the ASA is determined, the thresholds can be set below
the average time to abandon on each skill and above the acceptable
service level.
Call Selection
9
Agents are given a call handling preference of Percent Allocation.
Percent Allocation controls agent time in skill by selecting a mix of calls
for each agent that keeps the agent as close as possible to the
administered percentages per skill. Service Level Supervisor may be
used with Percent Allocation, and will override the Percentages for each
skill if the forecasts on which the percent allocations are based turn out to
be inaccurate, if Call Selection Override is ON (see Chapter 2, “Custom
CentreVu
Advocate Solutions,” Chapter 11, “Administer
CentreVu
Advocate on the
DEFINITY
ECS” and Chapter 3, “Call Center Solution:
Maximize Revenues” for more information).
Direct Agent Calls First may also be administered on a per-agent basis.
Selecting this option will send direct agent calls before percent-allocated
calls, overriding Percent Allocation even in an over-threshold situation. If
this option is not selected, then Direct Agent Calls will be treated like
other skill level calls, and will be answered as Direct Agent Calls only
when there is a best percentage match.
Содержание CentreVu Advocate
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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...
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