Business Advocate solution examples

Maintaining service levels - one scenario

Service levels are critical for many contact centers. In some cases, for example, outsourcing companies are required to maintain specific service levels to meet contractual obligations to their customers. Other contact centers, however, might be required to maintain service levels to serve their internal customers, such as various lines of business within their company. The solution outlined in this scenario is one of many that could help a contact center that is focused primarily on maintaining service levels.

This particular solution involves the following Business Advocate features:

Predicted Wait Time

Greatest Need as the call selection method

Universal Call Distribution-Least Occupied Agent (UCD-LOA) for agent selection

Service Level Supervisor

Dynamic Threshold Adjustment

This section includes the following topics:

Background information on page 50

Agent selection on page 51

Call selection on page 51

Automated agent staffing on page 51

Overload thresholds and service level targets on page 52

Where administered? on page 52

Results on page 53

Measuring results on page 54

Background information

An outsourcing company has contracts with several businesses, each one of which requires a different service level for their sales or service calls:

Business A requires a service level of 90% in 15 seconds

Business B requires a service level of 80% in 20 seconds

Business C requires a service level of 75% in 45 seconds

Daily call volumes vary widely for each business as a result of promotions and other events. This makes it difficult for the contact center managers to forecast staffing needs and routinely maintain service levels. However, the contact center must be responsive to changing conditions

50 Avaya Business Advocate User Guide

February 2006

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Avaya 3.1 manual Maintaining service levels one scenario, Background information