Lucent Technologies 555-235-100 manual CentreVu Advocate

5 CentreVu Advocate

•Predicted Wait Time

Predicted Wait Time will enable your call center to predict service-affecting events while minimizing the impact on your key call center metrics. By balancing the average speed of call answering across skills, this feature provides more uniform customer service levels. By matching the needs of your caller to the skills of your agent, Predicted Wait Time ensures that all calls are given the best possible service. Predicted Wait Time will help your call center build stronger customer relationships and will improve your overall call center efficiency.

•Least Occupied Agent

This capability distributes calls evenly across all available agents in order to balance the workload among those with few skills and those with several skills. When one or more agents are available, Least Occupied Agent uses agent occupancy rather than position in an idle agent queue to determine which agent to select when a call arrives. Least Occupied Agent can help you maintain your staff by promoting agent fairness and eliminating hot seats.

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-23