Lucent Technologies DEFINITY ProLogixTM Solutions 555-235-100 - Manual (Page 117)

5 CentreVu Advocate
DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-23
• 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.