CALL CENTRE INFORMATION SHEETS
This document allows Central’s Engineer to plan and configure the call centre implementation of the telephone system. It is completed by the Project Manager/Engineer in consultation with the customer and provides information on the following aspects:
- Agent names and location and handset types
- Agent log-on IDs
- DDI numbers for direct agent contact
- Group and call flow parameters
- Announcement details/lengths and numbers
- Skill based routing and best service routing
- Expected answer times and wrap up times
