PlanetKristi
Technical User
I work for a company that has a group of agents that all take the same type of call; pre-auth for a variety of health plans. The only difference is that the different health plans either have an Avg Speed of answer requirement or a Service Level % requirement. So we aren't what you would call a multi-skill environment.
What would be the best call routing environment/logic to use to ensure that our most strict requirements(85%/30 SL Health Plans)are met without sacrificing are least (30-40 sec ASA)? It has been brought up that we should enable Service Level Maximizer but that looks like it is optimal when you are in a multi-skill environment. Suggestions?
What would be the best call routing environment/logic to use to ensure that our most strict requirements(85%/30 SL Health Plans)are met without sacrificing are least (30-40 sec ASA)? It has been brought up that we should enable Service Level Maximizer but that looks like it is optimal when you are in a multi-skill environment. Suggestions?