Step 10: Customizing Your Cms; Setting System Options; Service Level Limit; Abandoned Call Threshold - AT&T Merlin II Feature Module 2 Installation Ans Getting Started Manual

Step 10: Customizing Your CMS

Setting System Options

SERVICE LEVEL LIMIT

ABANDONED CALL
THRESHOLD

ALARM ON/OFF

62 Step 10: Customizing Your CMS
As you become more familiar with CMS and your call traffic patterns, you can
customize CMS for your business. This section describes CMS options,
exceptions, and features you may want to use or change to improve your call
flow or gather more information about system and agent performance.
When you install CMS, initial settings are automatically in effect for the
options, exceptions, and features. For instructions on setting and using these
aspects of CMS, see the appropriate entries in the CMS System Manual.
Some options and exceptions refer to various agent
IMPORTANT:
states, such as ACW and logged out. Explain to your agents when to
use each state. For instance, you may want agents to use the ACW
state to complete work associated with a particular call, such as
processing an order. You may want agents to use the "logged out"
state for personal time and for work not associated with a particular
call .
The following options affect all your shift configurations. The initial setting
for each option follows the option's description. You can access these options
through either the Administration Menu or the System Status screen.
For more information on these options and instructions for changing the
settings, see "Setting Options" in Section 4 of the CMS System Manual.
Service level is a measure of how quickly your customers' calls are answered.
The service level is the percentage of calls that were connected to agents
within a specified number of seconds (called the service level limit). For
instance, during a particular hour your agents may answer 90 percent of the
CMS calls within 20 seconds.
Initial Setting: 20 seconds
Sometimes a caller hangs up (abandons the call) before the call is connected
to an agent. Any call that is handled by an agent for less than the abandoned
call threshold time limit is assumed to be an abandoned call that rang through
to an agent. (The agent who answers the call finds no one on the line.)
These calls will be recorded as abandoned calls.
The abandoned call threshold distinguishes abandoned calls that are
connected to agents from "serviced" calls in which the agents speak to the
callers. This gives a more accurate picture of the service level of your system.
Initial Setting: 10 seconds
You can choose to have your PC beep every time an exception message,
system message, or error message appears on the screen.
Initial Setting: On