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BCMS Vu | 5 |
•Service Level Supervisor with Reserve Agents
Service Level Supervisor gives you the ability to set Estimated Wait Time (EWT) thresholds for skills and to assign agents as reserve, in the event a skill overruns its threshold. Service Level Supervisor will override your agents’ normal call handling preference to assist calls from a skill whose threshold has been exceeded. This feature allows your Call Center to rapidly adjust to high traffic conditions with the flexibility of automatically activating predefined Reserve Agents when a skill is in an
•Percent Allocation
Percent Allocation allows you to designate the percentage of time your agents spend in each skill. Incoming calls are matched to those agents with the “best fit” based on their allocated skill percentage. By scheduling an agent’s time among multiple skills, you can better utilize and schedule your agents. Percent Allocation can also improve agent performance and satisfaction by assuring them a certain amount of time in each skill.
BCMS Vu
BCMS Vu Release 2 is a
Using BCMS Vu, Call Center managers can:
•Capture BCMS historical data and store the data on the PC for up to 1 year (depending on the amount of information being stored)
•Report on the historical data
•Monitor the BCMS
•Display BCMS
•Display text messages on a wallboard
•Schedule printing of
BCMS Vu comes with pcAnywhere software, enabling Avaya’s maintenance engineers to perform remote diagnostics and maintenance for BCMS Vu.
Note: The Web interface on Avaya IP600 includes the ability to download call center clients for BCMS Vu.
| Overview for Avaya IP600 Internet Protocol Communications Server |
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