Nortel Networks Call Center Telephone Telephone User Manual


 
166 Chapter 12 Tips for operating Call Center
N0025637 01
Tips to improve the efficiency of Call Center
Plan for busy times:
when you assign agents to the skillsets, assign as many qualified agents as possible to answer
calls for the skillsets
have more agents log on to a skillset when it gets busy
Plan for slow times:
for example, if agents are logged on to skillset 1 only, ensure that incoming calls to skillset 2
overflow to skillset 1. When you set up skillset parameters for skillset 2, assign a time to the
Overflow parameter. Then callers can still speak to an agent.
When no agents are logged on to any skillset, ensure that the Call Center greetings you use for
the Routing Table have Transfers set up. If a Call Center greeting transfers to a skillset
mailbox, callers can press · to leave a message in the skillset mailbox. Ensure that the
greeting includes that callers can press · to leave a message in a mailbox. · is the default
keypad button callers can press to transfer to the skillset mailbox. You can select a different
number.