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Custom CentreVu
®
Advocate Solutions
CentreVu® Advocate Release 8 User Guide
Planning Your Call Center—CentreVu Advocate with EAS
2-16
After Call
Work (ACW)
Considered
Idle
Y=agent on
MIA list when
call drops,
ACW not
occupied
time
If a long
ACW time,
get another
call quickly,
lower
computed
agent
occupancy
MIA/LOA,
Percent
Allocation
System
Parameters
Features
form
N*=agent is
not on MIA
list until ACW
is done, ACW
is occupied
time
More equal
balance of
work related
time, higher
computed
agent
occupancy.
Call Selection
Override
ON*=agents
are diverted
from their
primary tasks
to assist a
skill in an
overload
state
Calls in a
skill that is
over
threshold
will be
answered,
reserve
agents will
receive
calls for that
skill.
Service
Level
Supervisor
System
Parameters
Features
form
OFF=agents
remain on
their primary
tasks, even if
a skill goes
over
threshold
Agents do
not change
priorities for
calls in an
over
threshold
skill.
Reserve1
and 2
agents
handle this
skill last.
*Recommended in most cases.
Option
Choice
Expected
Result
Works With
Works
Against
Not Used
With
Where
Decided
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: ......