Lucent Technologies Centrevu Advocate Release 8 User Guide

  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Implementation5-3
Switch 
Administration
5
Several items must be administered on the switch administration forms 
for this business solution to work. See Chapter 11, “Administer 
CentreVu® Advocate on DEFINITY® ECS” for more information on switch 
administration. Before administering the solution on the 
DEFINITY 
switch, determine what value the thresholds should be to minimize 
abandons for each skill by setting up...

  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Implementation5-4
CentreVu 
Supervisor 
Administration
5
Agents need to have their call handling preferences set to Greatest Need 
with Service Objective, and then need to be assigned to the skills 
Classical, Special Events, and Popular Artists based on their expertise. 
New Agents must have this administered on the 
DEFINITY ECS forms 
(see Chapter 11, “Administer 
CentreVu® Advocate on DEFINITY® ECS” 
for more...

  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Implementation5-5
8. Select Call Handling Preference: Greatest Need.
9. Select the Service Objective check box.
10. Select Add Skills. The Add Agent Skills dialog box will display.
11. Add the Classical, Special Events, and Popular Artists skills for the 
agent based on the agent’s expertise. The Assigned Skills grid will 
display.
12. Set the agent’s skill level for each assigned skill. 
If the agent is assigned to...

  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Implementation5-6
2. Select the agent template in the Select Agent/Template dialog box. 
The Change Agent Skills dialog box will display with the skill profiles 
for that template displayed.
3. Select the Agent Name(s)/Login ID(s) check box and enter up to 
50 agents in the agent field or select up to 50 agents using the drop-
down list or Browse dialog box.
4. Select OK. 
CentreVu Supervisor will buffer the change...

  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Implementation5-7
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. 
Service level increments 
(seconds): (Required entry)Enter a progressively greater...

  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports5-8
Verifying the Solution Through Reports5
The average speed of answer for the Classical skill will decrease relative 
to the administered ASA for that skill before 
CentreVu Advocate was 
used. The percentage of abandoned calls should also be lower for the 
Classical skill, unless these callers have a much lower tolerance for 
waiting in queue.
Reports5The results of...

  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports5-9
Real-Time 
Split/Skill Call 
Profile Report
5
This report shows the wait times of incoming calls that are answered and 
abandoned in a split or skill during the current interval. Calls are 
displayed in ten columns, with each column representing a progressively 
longer wait time (increment). You must have administered service level 
and wait time increments for this report to...

  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports5-10
Report Description5This report will show, for CentreVu Advocate, the number of calls that 
were answered for the selected split/skill within the predefined service 
level, the number of calls that abandoned, and the average speed of 
answer for each call in queue. The database items used for the Split/Skill 
Call Profile Report are stored in the csplit table.
Report Heading...

  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports5-11
Real-Time 
Queue/Agent 
Status Report 
5
This report is a combination of the Agent report and the Queue/Agent 
Summary report. It displays overall split/skill information such as the 
number of calls waiting, oldest call waiting, and percent answered within 
service level. It also shows the number of agents available, on ACD calls, 
staffed, with calls ringing, and on after...

  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports5-12
Report Description5For CentreVu Advocate, this report will show the current state of the skill 
in comparison to the administered thresholds (that is, if the skill is in an 
overload 1 or overload 2 state), the number of abandoned calls, and the 
number of both agents staffed for the skill and agents available to take a 
call. The database items used for the Queue/Agent...