Custom CentreVu
®
Advocate Solutions
CentreVu® Advocate Release 8 User Guide
Call and Agent Selection
2-10
agents in the smaller skill are now busy most of the time, the service level
for the smaller skill drops. With the Call Selection Override option off,
agents in the smaller skill can be assigned another skill as a reserve skill
and they will only help the reserve skill when that skill is in trouble and
there are no calls waiting in queue for the smaller skill. Most of the time,
the reserve skill is in normal mode and good service is provided to the
smaller skill. When the reserve skill goes over threshold, the agent’s
occupancy goes up. If no call is waiting in queue for a smaller skill, the
agent handles a reserve skill call and the service level of the smaller skill
drops during this time because the agents are more busy.
Setting Appropriate
Threshold Levels
2
When call selection override is on (default setting), thresholds should be
set based on the following considerations:
●
Typically, both thresholds would be set above the acceptable service
level.
●
First threshold (consider all of the following):
— From an
agent perspective, the first threshold is set at the point
in time that you want backup agents, reserve1 agents, and so
on, to be diverted from their normal tasks to help a skill that is
over threshold.
— From a
caller perspective, the first threshold is set at the point
in time when callers no longer wish to wait for the “expert”
agent and will be satisfied with a “capable” agent for this skill.
— From a
business perspective, the first threshold is set at the
point at which you want to impact abandoned calls based on
your current abandon profile.
●
Second threshold (consider all of the following):
— From an
agent perspective, the second threshold is set at the
point in time that you want to bring in reserve2 agents to assist
on the skill.
— From a caller perspective, the second threshold is set at the
point in time that callers no longer wish to wait for a “capable”
agent, and will be satisfied talking to any agent.
— From a
business perspective, the second threshold is set to the
maximum wait time you desire for any caller.
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: ......
