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08-21-2002, 08:34 AM
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Multiple Service Levels
Hi Folks,
I have a question! I have a center which has about 40 inbound agents. We service 35 seperate clients. The call volumes for each client vary greatly! The center runs on an Avaya switch with Apropos. All of the agents have been cross-trained to answer calls from all clients. The clients are divided into 4 groups. 20 second 30 second 45 second 90 second The issue is that once I am staffed to meet service level for the 20 secong clients, all other clients get better service level than they should. The obvious answer is that you could divide the center so that you have dedicated agents for each service level, but thats not where the corp wants to go. Any suggestions on how to use the technology, configurations or business rules to help out. Any help would be appreciated. 
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