Instruction manual

Understanding Automatic Call Distribution
Issue 3 July 2001
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call center
Use the following criteria to help you choose a reporting system.
If the following scenarios do not describe your needs, standard
switch reports or BCMS are probably adequate.
Where to get more information
DEFINITY ECS Administrator’s Guide has more details about
BCMS, BCMS Vu, VuStats, and CentreVu CMS. For more
complete information, see:
■ DEFINITY ECS Basic Call Management System
Operations
■ BCMS Vu Software User Guide
■ CentreVu Call Management System Administration
Do small inefficiencies or
lapses in service cause big
loss of profits?
Use CentreVu CMS or BCMS Vu. Both systems have
exception alerting to notify you of problems
immediately.
Do you frequently
generate special reports for
clients or senior
management?
Use CentreVu CMS or BCMS Vu. Both systems allow
custom report development, though CentreVu CMS
allows maximum flexibility in those reports. In
addition, CentreVu CMS allows you to create forecasts
of call volume and needed staffing.
Do you need an electronic
wallboard to display status
for your center?
Use CentreVu CMS or BCMS Vu. Both systems allow
wallboard display of report data.