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
2-34
Increasing
customer
satisfaction
(Contd) Service Objective
Service Objective allows you to
preferentially select calls for your
most important skills first—even if
those skills don’t have the oldest
calls. Set a lower Acceptable Service
Level (ASL) for crucial skills and
enable Service Objective for some or
all of the agents in that skill.
DEFINITY ECS will select calls from
the skills that are closest to
exceeding their ASL. EAD-MIA or EAD-LOA
By selecting the most highly skilled
agent available to answer each call,
Expert Agent Distribution (EAD)
allows you to give customers the best
possible service.
Increasing agent
satisfaction Percent Allocation
Percent Allocation allows you to
evenly distribute calls to a skill and to
all the agents assigned to that skill.
To do this, assign equal percentages
for the skill to all agents assigned to
that skill. (For example, if all agents
assigned to skill 1 have a percent
allocation of 25% for the skill,
DEFINITY ECS will select calls for
each agent so that they spend
approximately 25% of their staffed
time on calls in skill 1.) Percent
Allocation also gives agents a
greater variety of calls. UCD-LOA or EAD-LOA
Least Occupied Agent (LOA)
distributes the work load more fairly
among agents than the Most Idle
Agent (MIA) method does. LOA
eliminates “hot seat” agents—agents
who spend more time on calls
because they have more assigned
skills or higher skill levels.
If your goal is:
Consider the following:
Call Selection methods Agent Selection methods