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Call Center Solution: Handle Any Media
CentreVu® Advocate Release 8 User Guide
Overview
4-1
4 Call Center Solution: Handle Any Media
Overview
4
Many call centers are moving to an any media environment. Calls can be
received through conventional telephones, e-mail, faxes, and video calls.
CentreVu
®
Advocate can be used to equalize service between these media.
CentreVu
Advocate
Features
4
This chapter discusses the following
CentreVu Advocate features:
●
Greatest Need and Skill Level call handling preferences with Service
Objective
●
Uniform Call Distribution-Least Occupied Agent (UCD-LOA)
●
Reserve agents with Service Level Supervisor.
Use the
CentreVu Supervisor reports presented in this chapter to verify that
CentreVu Advocate is working.
Customer
Example
4
An outsourcing company has added the ability to handle e-mail requests, fax
requests, voice calls, and video calls to its call center. To control costs and
obtain contracts, the company wants to guarantee the following levels of
service for these different media:
●
E-mail: 2.75 hours
●
Fax: 2 hours
●
Voice calls: 60 seconds
●
Video calls: 20 seconds.
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: ......