contact allocation

ForeScite™ provides a high level of flexibility in the designation of contact allocations to contact groups. Contacts may be allocated one-to-one, many-to-one, one-to-many or many-to-many. Each contact is allowed to have a unique allocation scheme.

 

One of the key benefits of ForeScite™ is that contacts with different parameters are handled as they would be in your daily operations. For example, contacts that are routed virtually based on staff will automatically adjust to staffing changes.

 

ForeScite™ also allows contacts allocated into the same contact handing group to have different parameters including service goals, AHT, learning curve and routing type (virtual v. discrete) and accurately simulates staffing requirements.

 

For example, a company may differentiate service levels for its high-value, medium-value and low-value customers, but route all those calls into the same group. Each contact type may also have different handling times and learning curves. ForeScite™ dynamically handles these contacts and provides blended service time and AHT for each contact handling group so that you can more accurately forecast for your staffing needs.