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Lucent Technologies Centrevu Advocate Release 8 User Guide
Lucent Technologies Centrevu Advocate Release 8 User Guide
Here you can view all the pages of manual Lucent Technologies Centrevu Advocate Release 8 User Guide. The Lucent Technologies manuals for Communications System are available online for free. You can easily download all the documents as PDF.
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CentreVuâ Advocate Release 8 User Guide 585-210-927 Comcode 108502162 Issue 1 December 1999
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Copyright© 1999 Lucent Technologies All Rights Reserved Printed in U.S.A. Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Your Responsibility for Your System’s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s...
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Table of Contents CentreVu® Advocate Release 8 User Guide CentreVu® Advocate Release 8 User Guide iii Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . P-1 Audience . . . . . . . . . . . . . . . . . . . P-1 Overview . . . . . . . . . . . . . . . . . . . P-1 Advocate Benefits . . . . . ....
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CentreVu® Advocate Release 8 User Guide iv Agent Selection Methods . . . . . . . . . . . . . . . 1-10 Overview . . . . . . . . . . . . . . . . . . . 1-10 Least Occupied Agent . . . . . . . . . . . . . . . 1-10 Agent Selection . . . . . . . . . . . . . . . . 1-10 LOA and AUX Time . . . . ....
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CentreVu® Advocate Release 8 User Guide v Match Caller With Most Qualified Agent . . . . . . . . . 2-24 Build Stronger Relationships with Some Customers . . . . . 2-24 Improve Overall Call Center Efficiency . . . . . . . . . . 2-25 Help Schedule Agents with Multiple Skills . . . . . . . . 2-25 Treat All Agents the Same . . . . . . . . . . . . . . 2-25 Treat Some...
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CentreVu® Advocate Release 8 User Guide vi Report Example . . . . . . . . . . . . . . . . 3-17 Report Description . . . . . . . . . . . . . . . 3-18 VDN Report . . . . . . . . . . . . . . . . . 3-19 Historical Agent Summary and Agent Group Summary Reports . . . . . . . . . . . . . . . 3-19 Things to Note . ....
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CentreVu® Advocate Release 8 User Guide vii VDN Report . . . . . . . . . . . . . . . . . 4-24 Agent Occupancy . . . . . . . . . . . . . . . 4-24 Things to Note . . . . . . . . . . . . . . . . . . . 4-25 5 Call Center Solution: Minimize Abandoned Calls. . . . . . . . . . . . . 5-1 Overview . . . . . . ....
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CentreVu® Advocate Release 8 User Guide viii Things to Note . . . . . . . . . . . . . . . . . . . 5-19 6 Call Center Solution: Automate Agent Moves . . . . . . . . . . . . . . 6-1 Overview . . . . . . . . . . . . . . . . . . . . . 6-1 CentreVu ® Advocate Feature . . . . . . . . . . . . . 6-1 Customer Example ....
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CentreVu® Advocate Release 8 User Guide ix Things to Note . . . . . . . . . . . . . . . . . . . 6-30 7 Call Center Solution: Make Average Speed of Answer More Uniform . . . . 7-1 Overview . . . . . . . . . . . . . . . . . . . . . 7-1 CentreVu Advocate Features . . . . . . . . . . . . . 7-1 Customer Example . . . . ....
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CentreVu® Advocate Release 8 User Guide x Call Selection . . . . . . . . . . . . . . . . 8-2 Switch Administration . . . . . . . . . . . . . . . 8-2 Customer Options . . . . . . . . . . . . . . . 8-2 Features . . . . . . . . . . . . . . . . . . 8-3 Hunt Group . . . . . . . . ....