Intraflow or Overflow

Intraflow or Overflow – Calls that are redistributed between agent groups within an ACD to balance workload, minimize caller delay, or handle call overflow.

Comments

Post a Comment

Popular posts from this blog

Hierarchy of needs

Hierarchy of needs : Abraham Maslow, in 1943 outlined the overall theory of  motivation in his classic paper 'A thoery of Human Motivatin'. He analysed the relationship between the human beings and organisations from the stand point of 'Human needs'. According to him, a person's motivatoinal needs are arranged in hierarchical manner running from lower to higher level. These needs are physiological, security, social, esteem and self actualisation needs. Fulfilment of each need is a goal to a person at a point of time and hence once that need is satisfied, the person moves to the next order need. This process continues in the daily life of all human beings.
Read more

Succession planning

Succession planning : An exercise done with the objective of providing   continuity in succession or movement of qualified people to the positions in the organisation as and when the opportunities arise.
Read more

Social learning theory

Social learning theory  is a theory of  learning  and  social behavior  which proposes that new behaviors can be acquired by observing and imitating others. [1]  It states that  learning is a  cognitive process  that takes place in a  social context  and can occur purely through observation or direct instruction, even in the absence of motor reproduction or direct reinforcement . [2]  In addition to the observation of behavior, learning also occurs through the observation of rewards and punishments, a process known as vicarious reinforcement. When a particular behavior is rewarded regularly, it will most likely persist; conversely, if a particular behavior is constantly punished, it will most likely desist. [3]  The theory expands on traditional  behavioral theories , in which behavior is governed solely by reinforcements, by placing emphasis on the important roles of various internal processes in the learning indivi...
Read more