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