I have a very particular situation
Where we have 2 call centers
Call center 1 with 9 call center agents configured, phones sets installed)
Call center 2 with 5 agents configured (phones sets installed)
About 130 Users in all (130 Phone set) (no Sales)
3 PRI (one group)
Auto attendant
Call center 1, never has more than 4 agents logged in at the same time
Call center 2, never has more than 2 agents logged in at the same time
Some times, adds are run on news paper and,
Calls come in like Crazy, and Fill the PRI and callers get busy signal, and users can make outgoing calls
( we have put a tresh hold of 25 in queue call center one and thresh hold of 15 in queue call center 2 , so when a call pass the threshold, call get a message saying that we can not process your call please call back later on
(Since the Queues are full and we do not have enough agents to Handel 120 -150 call within one hour
Call center manager will not get more agents to login and take calls
Would it be wise to dedicate 1 pri for call center one (based on Dialed number – done at the CO) and extra calls gets busy signal?
And 1/2 pri for the Call center 2
In this case I will have 1 and 1/2 PRI for 120 users!
What is the norm for number of channel (lines) per User?
Example is 1 line (Channel) per 4 users acceptable?
What is an acceptable number of calls waiting in the queue per agents?
Example is I have 5 agents, each agent is on a call, and 3 calls per agents (15 calls) are in the queues waiting to be answered) (7 minute is average wait)
Thanks
Serge9
Where we have 2 call centers
Call center 1 with 9 call center agents configured, phones sets installed)
Call center 2 with 5 agents configured (phones sets installed)
About 130 Users in all (130 Phone set) (no Sales)
3 PRI (one group)
Auto attendant
Call center 1, never has more than 4 agents logged in at the same time
Call center 2, never has more than 2 agents logged in at the same time
Some times, adds are run on news paper and,
Calls come in like Crazy, and Fill the PRI and callers get busy signal, and users can make outgoing calls
( we have put a tresh hold of 25 in queue call center one and thresh hold of 15 in queue call center 2 , so when a call pass the threshold, call get a message saying that we can not process your call please call back later on
(Since the Queues are full and we do not have enough agents to Handel 120 -150 call within one hour
Call center manager will not get more agents to login and take calls
Would it be wise to dedicate 1 pri for call center one (based on Dialed number – done at the CO) and extra calls gets busy signal?
And 1/2 pri for the Call center 2
In this case I will have 1 and 1/2 PRI for 120 users!
What is the norm for number of channel (lines) per User?
Example is 1 line (Channel) per 4 users acceptable?
What is an acceptable number of calls waiting in the queue per agents?
Example is I have 5 agents, each agent is on a call, and 3 calls per agents (15 calls) are in the queues waiting to be answered) (7 minute is average wait)
Thanks
Serge9