Lucent Technologies Centrevu Advocate Release 8 User Guide

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-19
Item Description
Skill:Enter the name or number of the skill you want 
included in the report. You can enter a name only if it 
has been previously defined in the Dictionary 
subsystem. To complete the input field, do the 
following:
lType in the information requested.
lSelect the information from the pull-down list of 
previously used items. During each CMS 
session, Supervisor...

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-20
Report Example4The following report is an example of a Graphical Skill Overload report.
Report Description4The following table describes the report fields for the time period covered 
by the report.
Report Heading DescriptionDatabase Item, Calculation 
or 
Date:The day for which the report was run (selected 
in the report input window).ROW_DATE
Split/Skill:The name or number of the...

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-21
Integrated 
Graphical Skill 
Overload Report
4
This report shows the amount of time each specified skill has spent in 
normal versus overload conditions from the report start time until the 
report generation time since a specified start time in the last 24 hours.
This report is available only if you have purchased the Expert Agent 
Select (EAS) feature.
Things to Know for 
CentreVu...

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-22
Report Example4This report is an example of a Graphical Skill Overload report.
Report Description4This table describes the report fields.  Enable Report ThresholdsCheck this box to turn on the thresholds for the report. 
Run MinimizedCheck this box to minimize the report.  Field Description
Report Heading DescriptionDatabase Item/ Calculation 
or 
Skill:The name or number of the...

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-23
Modified Reports4The following existing reports have been modified to display Skill State in 
relation to administered skill thresholds, and can be used to verify the 
Any Media Solution:
Real-Time:
lMulti-ACD Report
lMulti-ACD Top Agent Report
lQueue/Top Agent Status Report
lQueue/Agent Status Report
lQueue/Agent Summary Report
lGraphical Skill Status Report
lGraphical Split/Skill...

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-24
VDN Report4The Historical VDN Report has been modified for CentreVu Advocate to 
include the following fields:
Agent Occupancy4The 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 

% Aban The percentage of calls to the 
VDN that...

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Things to Note4-25
Things to Note4
The following items must be noted when implementing this solution:
lAgents must be adequately trained on all media associated with 
their assigned skills.
lEnough agents must be video equipped to meet the objectives for 
that skill.
lReserve agents must be video equipped if they are assigned to that 
skill.
lIf you notice a trend toward increased time in overload state (in the 
reports),...

  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Things to Note4-26 

  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Overview5-1
5  Call Center Solution: Minimize Abandoned Calls
Overview5
A concern for many call centers is controlling abandoned calls. Many call 
center customers abandon before reaching an agent because the callers 
believe they have waited too long in queue. 
CentreVu® 
Advocate 
Features
5
This chapter discusses the following CentreVu Advocate features:
lPredicted Wait Time
lUniform Call Distribution-Least...

  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Implementation5-2
Implementation5
Agent selection for this solution is based on a combination of agent 
expertise and availability, while calls are selected for these agents based 
on their predicted wait time in queue and/or call load per skill.
Agent Selection5The selection method assigned to the skill is Uniform Call Distribution-
Least Occupied Agent (UCD-LOA). All agents are assigned to the 
Popular Artists and...