Call Center Solution: Handle Any Media
CentreVu® Advocate Release 8 User Guide
Implementation
4-4
You may administer thresholds and acceptable service levels to a
maximum value of 9999 seconds (about 2.77 hours).
Administer these parameters for the Fax skill:
●
Acceptable Service Level:
7200 seconds (2 hours)
●
Level 1 threshold (secs):
7920 seconds (2.2 hours).
Administer these parameters for the Voice Calls skill:
●
Acceptable Service Level:
60 seconds
●
Level 1 threshold (secs):
65 seconds.
Administer these parameters for the Video Calls skill:
●
Acceptable Service Level:
20 seconds
●
Level 1 threshold (secs):
25 seconds.
These values are determined by external commitments made to
customers or clients. The threshold values are set slightly above the
administered acceptable service levels to give agents time to respond
before the average time to abandon is reached.
CentreVu
Supervisor
Administration
4
Agents need to have their call handling preferences set to Greatest Need
or Skill Level with Service Objective, and then need to be assigned to the
skills E-mail, Fax, Voice Calls, and Video Calls based on their level of
expertise with each media (skill level). New Agent login IDs must have
this administered on the
DEFINITY Enterprise Communications Server
(ECS) forms (see Chapter 11, “Administer
CentreVu
®
Advocate on
DEFINITY
®
ECS” for more information). Existing agents can have this
administered using the following procedure. To create an agent pool,
agents must be assigned the same skill level for each skill.
Change Agent
Skills Dialog Box
4
On the Change Agent Skills dialog box, set an agent’s call handling
preference to Greatest Need or Skill Level with Service Objective.
To administer an agent’s call handling preference, use the following
steps:
1. Select Commands from the
CentreVu Supervisor Controller.
2. Select Agent Administration.
3. Select the Automatic Call Distribution (ACD) by entering the ACD in
the text box or selecting an ACD from the drop-down history list.
NOTE:
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: ......
