Lucent Technologies CentreVu Advocate, Руководство пользователя

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Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Things to Note
4-25
Things to Note
4
The following items must be noted when implementing this solution:
●
Agents must be adequately trained on all media associated with
their assigned skills.
●
Enough agents must be video equipped to meet the objectives for
that skill.
●
Reserve agents must be video equipped if they are assigned to that
skill.
●
If you notice a trend toward increased time in overload state (in the
reports), you may need to train or hire additional agents for that skill.
●
With call Selection Override off, standard skill level agents do not
change their priorities when a skill goes over threshold; unless they
are idle, standard agents will not change their call handling tasks to
assist reserve skills in this implementation. See Chapter 2, “Custom
CentreVu
®
Advocate Solutions” for more information.
●
Acceptable service level must be administered with the same value
on the
DEFINITY ECS as in CentreVu Supervisor.
●
Greatest Need agents give immediate attention to standard skills
and reserve skills that are over threshold.