Lucent Technologies Centrevu Advocate Release 8 User Guide

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Implementation6-3
Switch 
Administration
6
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 and...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Implementation6-4
CentreVu 
Supervisor 
Administration
6
Agents need to have their call handling preferences administered, and 
need to be assigned to the skills Platinum, Gold, and Regular based on 
their expertise. New Agent Login IDs must be administered on the 
DEFINITY Enterprise Communications Server (ECS) Hunt Group form, 
on page 3, AGENT LOGIN ID (see Chapter 11, “Administer 
CentreVu® 
Advocate on 
DEFINITY®...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Implementation6-5
8. Select the Call Handling Preference: field if desired and administer 
a chosen call handling preference for the agent.
9. Select the Service Objective check box.
10. Select Add Skills.
11. Add the Platinum, Gold, and Regular skills for the agent based on 
the agent’s expertise. The Assigned Skills grid will display. Set the 
agent’s skill level for each assigned skill.
a. If the agent is to have the...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Implementation6-6
12. Select OK on the Add Skills dialog box and select OK on the 
Change Agent Skills dialog box to accept the assignment.
Options6If you have several agents that need to have the same assigned skills 
and skill levels, use the Agent Template options on the Change Agent 
Skills form to use the information for another agent.
1.Using procedures in the Chapter 6, “Agent Administration,” of the 
CentreVu®...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Implementation6-7
Field Descriptions6Use the following table for existing split/skill Acceptable Service Level 
administration. New splits/skills must be initially administered on the Hunt 
Group form. 
If the information on the Split/Skill Call Profile Setup Dialog Box is 
changed through 
CentreVu Supervisor, it must also be changed on the 
DEFINITY forms. See Chapter 11, “Administer CentreVu® Advocate on 
DEFINITY®...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-8
Verifying the Solution Through Reports6
In order to verify that this solution is working as implemented, you will 
need to verify that reserve 1, reserve 2, and flex agents are being 
activated on the skill as needed. The best way to do this is to generate 
real-time agent work state or status reports both before and after the 
solution is implemented to verify its effectiveness....

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-9
Modified Reports6Several existing CentreVu Supervisor reports have been modified to 
support the 
CentreVu Advocate feature. Those reports are listed in 
Modified Reports
 section in this chapter, along with the report fields that 
will demonstrate the results of automatically moving agents.
Drill-Down Reports6If you use a customer-created drill-down report to view information...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-10
— The lower right quadrant chart shows Reserve2 agents staffed, 
active, in AUX, and in Other for the specified skill.
— The lower left quadrant chart shows Reserve1 agents staffed, 
active, in AUX, and in Other for the specified skill.
lThe database items used for the Graphical Staffing Profile Report 
are stored in the csplit table.
lYou can change this report with Report...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-11
Report Example6The following report is an example of a Graphical Staffing Profile report.
Report Description6The following table describes the report fields. 
Report Heading DescriptionDatabase Item/ 
Calculation, Table Name
Split/Skill:The name or number of the skill (up to 20 
characters) that is selected for this report. syn(SPLIT)
Skill StateThe current state of this skill,...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-12
Top Agents 
(AUX)The number of top agents logged into the skill who 
are in the AUX work mode. This includes agents on 
AUXIN/AUXOUT calls. Available on Generic 3 and 
Generic 2.2 switches with the EAS feature for top 
skills. However, “top” database items are only 
significant for Generic 3 switches and the ECS with 
EAS.
TINAUX includes TINAUX0, TINAUX1-9, 
TONACDAUXOUT,...