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BCMS Vu 5 Call Center
Overview
555-233-001 — Issue 2 — November 2000
5-
10
• Service Level Supervisor with Reserve Agents
Service Level Supervisor gives you the ability to set Estimated Wait Time (EWT)
thresholds for skills and to assign agents as reserve, in the event a skill overruns
its threshold. Service Level Supervisor will override your agents’ normal call
handling preference to assist calls from a skill whose threshold has been
exceeded. This feature allows your Call Center to rapidly adjust to high traffic
conditions with the flexibility of automatically activating predefined Reserve
Agents when a skill is in an over-threshold condition. This feature will improve
your overall efficiency by eliminating the need for your supervisors to manually
intervene when traffic conditions change and by effectively scheduling workloads
for agents with multiple skills.
• Percent Allocation
Percent Allocation allows you to designate the percentage of time your agents
spend in each skill. Incoming calls are matched to those agents with the “best fit”
based on their allocated skill percentage. By scheduling an agent’s time among
multiple skills, you can better utilize and schedule your agents. Percent
Allocation can also improve agent performance and satisfaction by assuring them
a certain amount of time in each skill.
BCMS Vu
BCMS Vu Release 2 is a 32-bit client/server software application that works with the
Basic Call Management (BCMS) software. The BCMS Vu client runs on Windows
95/98, Windows NT 4.0 or Windows 2000. (BCMS Vu client does not support
Windows 3.1 or later or Windows for Workgroup 3.11 or later.) The BCMS Vu
server runs on Windows NT 4.0 or Windows 2000.
Using BCMS Vu, Call Center managers can:
• Capture BCMS historical data and store the data on the PC for up to 1 year
(depending on the amount of information being stored)
• Report on the historical data
• Monitor the BCMS real-time data in graphical and tabular form
• Display BCMS real-time data on a wallboard
• Display text messages on a wallboard
• Schedule printing of real-time reports
BCMS Vu comes with pcAnywhere software, enabling Avaya’s maintenance
engineers to perform remote diagnostics and maintenance for BCMS Vu.
Note:
The Web interface on DEFINITY ONE Release 3.0 includes the ability to
download call center clients for BCMS Vu.