Service Level Maximizer

[bravosfreak]

We are getting ready to implement Service Level Maximizer (currently used EAD-MIA). I would like to know if anyone else has implemented? Pros, cons? Are there any "gotcha's" when implementing? It seems very straightforward.
Thanks!

 

[98Converter]

Be careful, because it will pull an agent from a group regardless of skill level. Meaning you could have your highest skilled agent, lets say a Tier III Engineer, and he could be pulled to answer a simple question, but then calls to his skill would go to queue and lower skilled agents can't answer it.

I think it only works 1 way - higher skilled agents will be selected to answer lower skilled calls, but lowered skilled agents cannot answer higher skilled calls.

Heres a brief from Avaya:

http://www.avaya.com/gcm/master-usa/en-us/products/offers/callcenter.htm&View=ProdDescFuncAttrib

Hope this helps a little... You might consider Advocate - it's more polite in how it pulls your agents, and you can set certain thresholds, etc...

Thanks,
Chris

We are what we repeatedly do. Excellence, then, is not an act but a habit. ARISTOTLE 384-322 B.C.