Peak Traffic Management

Welcome to the Peak Traffic Management subject, the available knowlege bank articles are displayed below.

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Call Peaks

Call peaks are high levels of inbound calls, which are above the normal or average. Peaks can be both, forcasted and unexpected. Peaks are … View

Escalation Plan

A prerequisite for any contact centre.  A plan to be implemented when queuing calls reach a pre-determined level and/or delay times reach… View

Line Utilisation

It is important to understand the utilsation of lines to ensure callers do not receive a busy signal. Line utilsation reports will identif… View

Normalised Calls Per Hour

Contact centres that rely on agent calls per hour as a key metric come under fire as it doesn't provide a good comparison for agents. Over … View

Queue Busting Technology

When calls reach an unacceptable level in the queue, there are any number of manual interventions which can be made. Many call centres adopt the ap… View

Real-Time Reports

Real-time reports show current ACD data including agent activity.  The reporting interval is generally set in the ACD parameters of 15 - … View

Schedules

Schedules, also called rotas and shifts, are produced to inform staff of their personal attendance requirements. Once service level base staffi… View

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