AT&T 555-230-520 manual What is Expert Agent Selection EAS?, Vector Example

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Here’s an example of a vector:

1.goto step 3 if calls-queued in split 9 pri l < 20

2.busy

3.queue-to main split 9 pri l

4.wait-time 12 seconds hearing ringback

5.announcement 2921 (“-----“)

6.wait-time 998 seconds hearing music

Figure 1-3. Vector Example

Each individual vector can contain up to 32 command steps or instructions. Multiple vectors can be chained together to extend processing capabilities or to process calls to the same or different answering destinations. Any number of calls can use the same multiple vectors and process steps independently. Understanding and planning your Call Center before you begin writing vectors is important. A planning guide is provided in Appendix J.

What is Expert Agent Selection (EAS)?

Expert Agent Selection (EAS) is a feature that allows Call Center managers to provide the best possible telephone service to the caller by matching the needs of the caller with the Skills or talents of the agents. Caller needs and agent Skills are matched via Call Vectoring. All the Call Vectoring features described in this guide can be used with EAS.

Matching the call to an agent with the appropriate Skills reduces transfers and call-holding time. Accordingly, customer satisfaction is increased. Also, since an entire agent group need not be trained at the same time for the same Skills, employee satisfaction is increased.

In addition to matching the Skills required for a call to an agent with one of these Skills, EAS provides other capabilities, as follows:

■Logical Agent associates hardware (voice terminal) with an agent only when the agent is logged in. While the agent is logged in, calls to the Agent LoginID are directed to the agent.

■Direct Agent Calling allows a user to call a particular agent and have the call treated as an ACD call.

Most EAS administration can be completed prior to enabling EAS. This minimizes the down time for upgrading to EAS. EAS is described in Chapter 10.

1-4Issue 4 September 1995