my supervisor book the board meeting room :)
he explained what Beta Testing was all about through slides presentation
My main task:
Queue - 1st in, 1st out system (FIFO)
Superceed IVR - call flow
Call Distribution Module - Lowest total talk time
- Fewest received calls
- Last agent
- Round robin
Lowest Total Talk Time:
This is a module that chooses the agent with the lowest total talk time of the day to answer an incoming call. Based on the diagram above, Agent A will be chosen to answer the next incoming call.
Fewest Received Calls:
This module chooses the agent that has the fewest callers. So based on the diagram above, Agent B will answer the next incoming call.
This module helps the callers get back immediately to the previous agent who attended to the caller. This reduces the hassle of needing to explain everything over again to a new agent. The caller and agent can just continue the conversation from where the call was hung up.
There are two types of Round Robin module - with or without memory. For with memory based on the diagram above, the agents will pick up the incoming calls in sequence 1 to 6. Even when the agents go offline at number 4, when the come online, they will continue from 5.
For without memory based on the diagram above, the agents will pick up the incoming calls in sequence 1 to 6. Even when the agents go offline at number 3, when they come online, they will start again from 1.
That's approximately all what I learnt in this week. :)
-thanks faithful listener-