Lucent Technologies Centrevu Advocate Release 8 User Guide

  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports3-19
VDN Report3The Historical VDN Report has been modified for CentreVu Advocate to 
include the following fields:
Historical Agent 
Summary and 
Agent Group 
Summary Reports
3
The Historical Agent Summary and Historical Agent Group Summary 
reports have been modified for 
CentreVu Advocate to include the 
following fields: Report Heading DescriptionDatabase Item, Calculation, or 

%...

  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Things to Note3-20
Things to Note3
The following list includes some things to be aware of when implementing 
the maximizing revenues solution:
lIf the speed of answer for the Exclusive skill is too slow, additional 
agents should be trained for this specialty catalog.
lThe configuration described in this section will give the most calls to 
agents who have the highest revenue-generating potential, which 
could lead to agent...

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Overview4-1
4  Call Center Solution: Handle Any Media
Overview4
Many call centers are moving to an any media environment. Calls can be 
received through conventional telephones, e-mail, faxes, and video calls. 
CentreVu® Advocate can be used to equalize service between these media.
CentreVu 
Advocate 
Features
4
This chapter discusses the following CentreVu Advocate features:
lGreatest Need and Skill Level call handling...

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Implementation4-2
Implementation4
Requests from each media come into vectors that queue the request to 
separate skills based on the media used by the caller.
Agent Selection4Uniform Call Distribution-Least Occupied Agent (UCD-LOA) is used to 
select agent for calls. Reserve agents are also staffed to help ensure that 
service levels for each skill are met. Thresholds for each skill are set 
above the acceptable service...

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Implementation4-3
Call Selection4Agents are assigned a call handling preference of Greatest Need or Skill 
Level with Service Objective. Use Service Objective to ensure that skills 
with higher volume and shorter acceptable service levels (voice calls, for 
example) do not negatively affect service for skills with longer acceptable 
service levels (the E-mail skill requests might have an acceptable service 
level of 2.5...

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Implementation4-4
You may administer thresholds and acceptable service levels to a 
maximum value of 9999 seconds (about 2.77 hours).
Administer these parameters for the Fax skill:
lAcceptable Service Level:7200 seconds (2 hours) 
lLevel 1 threshold (secs): 7920 seconds (2.2 hours).
Administer these parameters for the Voice Calls skill: 
lAcceptable Service Level: 60 seconds 
lLevel 1 threshold (secs): 65 seconds....

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Implementation4-5
4. Select Change Agent Skills on the Operations tab.
5. Select OK. The Select Agent/Template dialog box will display.
6.Select an agent by entering the agent’s name in the text box, using 
the drop-down history list or using the history button.
7. Select OK. The following Change Agent Skills dialog box will display 
with the selected agent’s information shown in the title bar. The 
Assigned Skills grid will...

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Implementation4-6
skill, in addition to their top skill and other skill(s) that may have skill 
levels of 2-16. Some agents are assigned only reserve skills. These 
agents do not take calls unless one of their skills are over threshold. To 
assign reserve agents to each of the four skills used in this solution, use 
the following steps on the Change Agent Skills form:
1. Select Call Handling Preference: Greatest Need or Call...

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Implementation4-7
Split/Skill Call 
Profile Setup 
Dialog Box 
4
Use the Split/Skill Call Profile Setup dialog box, shown below, to specify 
an acceptable service level for calls to wait in queue before being 
answered and to define the service level increments for splits/skills. The 
Split/Skill Call Profile Setup dialog box is accessible from the 
Com
mands controller item, under Call Center Administration.
Field...

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Implementation4-8
Field Use
Split(s)/Skill(s):Enter the split or skill number(s) or name(s) (must be 
previously assigned in the Dictionary subsystem) you are 
searching for or modifying.
Acceptable service level: 
(Required entry)Enter the number of seconds that it is acceptable for an 
ACD call to wait before connecting to an agent. This must 
be the same as the setting on the 
DEFINITY forms.
Service level increments...