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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.