Nortel Express User Manual page 17

March 2005
Call processing
Typically, a call center has a number of agents available to answer incoming
calls. When a call comes in to the call center, it is automatically directed to one
of these agents. Call distribution can occur on the switch, or it can be controlled
by a product like Symposium Express Call Center.
Skill-based routing
Symposium Express Call Center can perform skill-based routing. Instead of
simply directing the call to an available agent, Symposium Express Call Center
directs the call to the agent who best meets the customer's needs.
Queue
The queue is the number of calls waiting to be answered. Frequently, the queue
is invisible. That is, callers do not know their position in the queue. Symposium
Express Call Center provides information that helps you make the queue
visible—you can tell customers their expected wait time or you can play
appropriate messages based on their position in queue. This is a keycoded
feature, available only if you have purchased the Position in Queue option.
Agent Occupancy
Agent occupancy is the amount of time during a half-hour period that agents are
on a call (talk time) or in post-call processing (Not Ready time). Symposium
Express Call Center provides reports and displays that you can use to monitor
agent occupancy, talk time, and Not Ready time.
Call abandonment
Call abandonment measures the number of calls abandoned before being
answered. The time when calls are abandoned is as important as the number of
calls abandoned. Callers may abandon early because they have decided not to
wait, or they may abandon in frustration after a long wait. Symposium Express
Call Center lets you gather abandonment statistics.
Call Center Management Guide
Getting started
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