Lucent Technologies CentreVu Advocate, Руководство пользователя

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Custom CentreVu
®
Advocate Solutions CentreVu® Advocate Release 8 User Guide
Getting the Most from Your Call Center
2-32
ACW Considered
Idle?
2
In most call centers, ACW time is associated with a call and therefore is
considered work time. If this is the case in your center, set
ACW
Considered Idle?
to No (N).
Service Objective
and Predicted Wait
Time
2
Lucent Technologies recommends that Service Objective be used with
Predicted Wait Time.
Matching
Features to
Goals
2
CentreVu Advocate features are extremely flexible, and they were
designed to help you achieve the goals that are most important to you.
The following table lists goals that are important in most call centers and
identifies the call and agent selection methods that can help you achieve
the goals you need to reach.
If your goal is:
Consider the following:
Call Selection methods Agent Selection methods
Achieving business objectives
Maximizing
revenues Service Objective
Minimize lost revenue due to
abandoned calls by setting lower
acceptable service levels for the
highest revenue generating skills. As
the number of calls in queue
increases for these critical skills,
DEFINITY ECS will preferentially
select calls in these skills to keep
maximum wait times low.
Skill Levels
Skill Levels can be assigned to
indicate the highest revenue-
generating calls; for example, if a skill
has the highest potential revenue, it
is assigned level 1. EAD-MIA or EAD-LOA
Expert Agent Distribution (EAD)
selects the most highly skilled agent
available to answer each call. Define
skills to represent different levels of
sales performance; for example, and
assign agents to skills based on their
performance: now more calls will go
to your best salespeople.
Increasing agent
productivity UCD-LOA or EAD-LOA
For any given call volume and staff
level, Least Occupied Agent (LOA)
reduces Average Speed of Answer
and makes overall agent work time
more uniform.