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Warranty Service (with EAS)
Issue 4 September 1995
11-17
The agent Skills are set up as follows:
Once Skills are assigned to VDNs and to agents, calls are directed to the
appropriate vector.
The goal of the warranty service call center is to answer 80 percent of the
incoming calls within 20 seconds. Accordingly, if a call directed to a vector is not
answered by the time the announcement finishes, a second group of agents is
viewed, thus enlarging the agent pool. If the call is not answered within the
following 10 seconds, a third group of agents is viewed.
Since the call center has only a few bilingual agents, the center’s management
wants to reserve these agents for Spanish-speaking callers. This can be done by
giving Spanish-speaking callers a higher priority in the vector or by assigning a
higher priority to Spanish Skills. Also, if a Spanish-speaking caller waits more
than 30 seconds for service, a supervisor of the Spanish-speaking Skills takes
the calls.
The following two figures illustrate the setup for the warranty service call service.
Specifically, the figures show the vectors and call flows for callers with a broken
washer or dryer. Separate vectors are used to provide an announcement in
Spanish and in English (see Step 2). The same two vectors can be used for
callers with broken dishwashers and refrigerators.
The first figure shows how the call comes into the network and is then directed to
the appropriate VDN, which in turn points to the appropriate vector. For each
VDN, the corresponding VDN Skills are indicated.
Table 11-5. Agent Skills for the Warranty Service Call Center
Agent Skills
Agent Primary Secondary
Jan 42 40 41 30
Judy 100 -- -- --
Sam 31 -- -- --
Sue 32 -- 30 --