ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							Setting Up a Call Center
J-8Issue  4 September 1995 
Figure J-3. Non-EAS Worksheet #3: Customer Needs Worksheet
Non-EAS Worksheet #3
Customer Needs Worksheet
Customer/Call Center NeedsSplit Number
(Hunt Group)Call
DistributionVDN 
						

							Call Vectoring/Non-EAS Op tion
Issue  4 September 1995
J-9
Figure J-4. Non-EAS Worksheet #4: Vector Design Worksheet
Assigned VDNsAssigned Trunk Groups
DescriptionNameVector #
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10.
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							Setting Up a Call Center
J-10Issue  4 September 1995 
Call Vectoring/G3 EAS Option
To set up a call center that has both Call Vectoring and G3V2 EAS, d o the 
following:
1. Determine your call center’s o bjectives.  Think about how you want your 
call center to handle calls and also about what you want your call c enter to 
achieve. See EAS Worksheet #1: Call Center Objectives Worksheet.
A comp any’s basic goals are to increase profits and market share and to 
decrease costs.  The purpose of setting up a call center is to monitor 
these g oals using CMS reports. It is best to have more than one objective. 
(Some customers set and then live by only one objective.) Call center 
objectives must then be created to meet the goals. These objectives must 
be c ommunicated to the Split Supervisor or to the Ad ministrator managing 
the call center.
The following list provides an example set of call center objectives:    
nEstablish the following measured entities:
— Average Speed of Answer =  15 seconds
— Abandon Rate < = 3%
— Average Talk Time = 2 1/2 minutes
— Expected Wait Time < 30 seconds
— ACD calls per agent = 80 to 90 per day
— Number of calls in queue =  6 
— Percentage of calls answered within the service level =  95%
— Agent occupancy > 90%
— Percentage of trunks busy < 3%
nGenerate revenue through the call center.
nTrain agents to back up each other.
nAd e quately train agents to provide service that meets customer 
expectations.
2. Review your existing operation and  determine your customer/call center 
needs and your b usiness needs.  Also, determine if all of these needs 
require skills. See EAS Worksheet #2: Current Split Operation Worksheet.
The call center could have many more skills than those indicated in the 
following table. However, we’ll assume that the insurance company 
represented in the table services only certain states on the West Coast. 
The point is that EAS allows you to expand on your customer/call center 
needs. An example of a business need is a temporary promotion.
3. Assign a skill hunt group and call distribution method to each set of 
needs. See EAS Worksheet #3: Customer needs Worksheet. 
						

							Call Vectoring/G3 EAS Option
Issue  4 September 1995
J-11
With EAS, most hunt groups tend to use EAD to allow callers to reach the 
most expert agent. However, UCD might be used if all agents assigned a 
skill are equally trained and if you want equal call distribution to the 
agents.
4. In CMS: Dictionary: Splits/Skills, assign names to the skills.
The following table illustrates the guidelines provided up to this point.
Customer/Call 
Center Needs Skill Name Skill Number UCD/ EAD COR
New polic y — West Sales West 1 EAD
New polic y — 
West/CoastSales Coast 10 EAD
New polic y — 
West/ORSales OR 11 EAD
New polic y — 
West/CASales CA 12 EAD
New polic y — 
West/AZSales AZ 13 EAD
New polic y — 
West/MountainsSales Mountains 20 EAD
New polic y — 
West/COSales CO 21 EAD
New polic y — 
West/TXSales TX 22 EAD
New polic y — 
West/NMSales NM 23 EAD
Questions (Rate 
Quotes, Billing)Service 30 EAD
Questions (Rate 
Quotes, Billing)Service Coast 31 EAD
Questions (Rate 
Quotes, Billing)Service Mountains 32 EAD
Claims Claims 2 EAD
Spanish Speaking Spanish 50 UCD
Spanish Speaking 
Sal esSpanish Sales 51 EAD
Spanish Speaking 
ServiceSpanish Service 52 EAD
Spanish Speaking 
ClaimsSpanish Claims 53 EAD 
						

							Setting Up a Call Center
J-12Issue  4 September 1995 
5. On the switch, administer the VDNs.  On the switch or in CMS: ACD 
Ad ministration, change the VDN Skill Preferences and assign up to three 
skills to each VDN. See EAS Worksheet #6: Skill Preferences Worksheet. 
Then assign a VDN Skill Preference (either 1st, 2nd, or 3rd) to each VDN 
to establish which skills are ‘‘primary,’’ ‘‘secondary,’’ or ‘‘tertiary.’’
6. On the switch or in CMS, assign a vector to each VDN.
The following tables illustrate a sample of the VDNs for the two previous 
numbered items:
 
VDN 6234 
The caller can enter a generic VDN and be prompted. The following table 
illustrates p rompting for Spanish callers, where callers would b e p rompted 
for type of service they require. Sales/Servic e Sales/Service 3 EAD
Service/Claims Service/Claims 4 EAD
Super Group/All 
SkillsSuper 5 EAD
Main VDNs 1st Skill 2nd Skill 3rd Skill Vector
6543 Sales AZ Sales Coast Sales West 1
New policy AZ 13 10 1
6432 Sales CA Sales Coast Sales West 1
New policy CA 12 10 1
6321 Sales OR Sales Coast Sales West 1
New policy OR 11 10 1
6210 Service Coast Service/ Claims Service/Claim 2
Questions Coast 31 30 4
6123 Claims Service/ Claims Spanish Claims 2
Claims 2 4 53
Prompting 
DigitVDN Accessed 
From Vector 1st Skill 2nd Skill 3rd Skill Vector
1 6651 Spanish Sales Spanish 3
51 50
2 6652 Spanish Service Spanish 3 Customer/Call 
Center Needs Skill Name Skill Number UCD/ EAD COR 
						

							Call Vectoring/G3 EAS Option
Issue  4 September 1995
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The previous tables contain only a few examp les of the VDNs (and, 
accordingly, the VDN Skill Preferences assigned to the VDNs) that the call 
center could assign. Be sure to determine the VDNs and VDN Skill 
Preferences (primary and backup skills) that you require.  Also, be sure to 
determine if the VDNs can share a vector (as is illustrated by the second 
table) or if some VDNs require a separate vector (as illustrated by the first 
table).  The second table demonstrates that individual VDNs can be 
accessed from within a single vector.  This is accomplished via Call 
Promp ting digits.
Note that the switch link does not have to be taken down to assign skills 
and Skill Preferences. Also, if you change these assignments once they 
are administered, the changes take effect immediately, even if there are 
calls in queue.  As a result, calls in queue can be assigned another VDN 
skill, and they can be queued to another skill hunt group.
7. On the switch, administer a dial p lan that differentiates between p hysical 
extensions and loginIDs. Assign a loginID to each agent. Also, d etermine 
if the agent needs the Direct Agent feature. (Will agents be taking 
callbacks or transferring to each other, and do you want those to be 
treate d as ACD calls?) If so, d etermine the login and logout 
coverage for each agent (which can be a VDN, a skill hunt group, or 
AUDIX). In CMS, assign to each agent a loginID (to enable the printing of 
the agent names on the reports). See EAS Worksheet #4: Individual Agent 
Skill Worksheet Generic 3.
The following table illustrates d ial p lan administration:
The loginID assigned on the switch and in CMS to the agent is the Logical 
Agent ID.  The ID name assigned in the switch should match the ID name 
assigned in the CMS Dictionary. 52 50
3 6653 Spanish Claims Spanish 3
53 50
Agent Name LoginID Direct AgentLogin 
Coverage 
Pt1/Pt2/Pt3Logout 
Coverage 
Pt1/Pt2/Pt3
Randy Tyler 2000 Yes 2/6543/AUDIX AUDIX 
Cathy Smith 2001 Yes 4/6012/AUDIX AUDIX
Carla Silva 2002 No -------- -------
Trish Carara 2003 No -------- -------- Prompting 
DigitVDN Accessed 
From Vector 1st Skill 2nd Skill 3rd Skill Vector 
						

							Setting Up a Call Center
J-14Issue  4 September 1995 
It is strongly recommended that an agent with Direct Agent status b e 
assigned a ‘‘Direct Ag ent skill’’ as the primary skill (see the following 
table). This way, Direct Agent calls will not be sharing queue slots with 
other skill calls.
8. Determine which agents you want to answer calls in each  skill hunt group. 
On the switch, assign each agent u p to four skills, and assign each skill a 
primary or secondary status.
The agent always answers primary calls before secondary. If you want to 
give preference to some call types, assign  them primary status. Primary 
can be thought of as expertise level, too, so route to these a gents first 
when multiple agents are available. See EAS Worksheet #5: Agent Skills 
Worksheet Generic 3.
The following table illustrates skill status assignments:
NOTE:
This table indicates a small sample of agents in the call center.  
Agent skill assignments can be modified from within CMS: ACD 
Ad ministration: Change Agent Skills. The agent must log out (if he or she 
is already logged in) and then log back in for the changes to take effect.
9. On the switch or in CMS: ACD Ad ministration: Vector Contents, write your 
vectors. See EAS Worksheet #7: Vector Design Worksheet.
Your vectors should match your call center objectives. To meet these 
objectives, you must make a number of relevant decisions (for example, 
you must decide how soon you want to enlarge an agent pool or what kind 
of treatment the caller should receive). If your VDN and vector reports do 
not satisfy your call center objectives, you must consider your alternatives  Agent Name Skill Skill Assigned
Randy Tyler 12 — Sales CAPrimary
10 — Sales Coast Secondary
22 — Sales TX Secondary
Cathy Smith 21 — Sales COPrimary
23 — Sales NMPrimary
1 — Sales West Secondary
Carla Silva 30 — Servic ePrimary
4 — Claims Secondary
40 — Spanish Secondary
Trish Carara 53 — Spanish 
ClaimsPrimary
4 — Claims Primary
8 — Service/Claims Secondary 
						

							Call Vectoring/G3 EAS Option
Issue  4 September 1995
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(for example, you may deem it necessary to train a d ditional a gents or to 
increase the amount of time elapsed from when a call queues to one skill 
hunt group and then to another skill hunt group).
The following list indicates the actions produced by a vector:
1. Queue the call to the 1st main skill hunt group (Sales).
2. If no agents are available, provide a message and then play music.
3. If the call is not answered within 10 seconds, provide a second 
message and then play music.
4. If the call is not answered within 7 more seconds, queue the call to 
the 2nd main skill hunt group (Service).
5. If the call is not answered within 7 more seconds, queue the call to 
the 3rd main skill hunt group (Claims).
10. In CMS: Dictionary, assign names to the skills, VDNs, vectors, and 
loginIDs.
11. Once your system is up and operational, you will need to monitor it to 
ensure you are meeting your call center objectives. CMS can be used to 
monitor many of your objectives. See  for more d etails. Some objectives 
will need to b e monitored and have adjustments made in real time. For 
example, if the number of calls waiting, average speed of answer, or 
percent answered within a service level is not meeting your objectives, 
you might want to immediately move some agents, direct calls to another 
vector, or look-ahead interflow some calls. Other items such as agent 
occupancy and perc ent all trunks busy may only need to be monitored 
daily to look for trends. 
						

							Setting Up a Call Center
J-16Issue  4 September 1995 
Figure J-5. EAS Worksheet #1: Call Center Objectives 
Worksheet
EAS Worksheet #1
Call Center Objectives Worksheet
What Are My Call Center Objectives? 
						

							Call Vectoring/G3 EAS Option
Issue  4 September 1995
J-17
Figure J-6. EAS Worksheet #2: Current Split Operation
Worksheet
Do You Want
to Separate
Skill Set with
EAS? (Yes/No) Do You
Have Agent
Expertise?
(Yes/No) List Individually You Customer/
Caller Needs and Your Agent Skill
Sets in this SplitSplit
Tertiary
BackupSecondary
BackupPrimary
Backup
1.
2.
3.
4.
5.
6.
Do You Want
to Separate
Skill Set with
EAS? (Yes/No) Do You
Have Agent
Expertise?
(Yes/No) List Individually You Customer/
Caller Needs and Your Agent Skill
Sets in this SplitSplit
Tertiary
BackupSecondary
BackupPrimary
Backup
1.
2.
3.
4.
5.
6.
EAS Worksheet #2
Current Split Operation Worksheet