Lucent Technologies Centrevu Advocate Release 8 User Guide

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-23
Report Example6The following report is an example of a Reserve2 AUX Agents report.
Report Description6This table describes the report fields.
Report Heading DescriptionDatabase Item/ Calculation, 
Ta b l e  N a m e
Skill:The name or number of the skill (up to 20 
characters) that is selected for this report. syn(SPLIT)
Reserve2 
Agents in AUXThe number of reserve2 agents in...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-24
Active 
Split/SkillUse WORKSKILL for the following call 
conditions:
lWhen an agent is on a skill or direct agent 
ACD call or in ACW (this is the skill 
associated with the call or ACW). 
lWhen an agent is available, in AUX or in 
OTHER (this is null [blank]). 
lWhen an agent is on an AUXIN/AUXOUT 
call (this is OLDEST_LOGON skill). 
lWhen an agent is on an AUXIN/AUXOUT 
call...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-25
Modified Reports6The following CentreVu Supervisor reports have been modified to 
support the 
CentreVu Advocate feature set.
Real-Time Multi-
ACD Top Agent 
Report 
6
The following table describes the modified report fields that will 
demonstrate the results of this solution: TimeThe elapsed time since the last agent 
WORKMODE change for any skill. This item is 
not reset if...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-26
Real-Time 
Queue/Top Agent 
Status Report 
6
The following table describes the modified report fields that will 
demonstrate the results of this solution:
Report Heading DescriptionDatabase Item, Calculation, 
or 
Skill StateCurrent state of this skill, compared to the 
administered thresholds.
Requires ECS R6 or later with 
CentreVu 
Advocate.syn(SKSTATE)
Flex Agents...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-27
Real-Time 
Graphical Top Skill 
Status Report 
6
The following table describes the modified report fields that will 
demonstrate the results of this solution: 
Real-Time Skill Top 
Agent Report 
6
The following table describes the modified report fields that will 
demonstrate the results of this solution: Report Heading DescriptionDatabase Item, Calculation, 
or 
Skill...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-28
Drill-Down Top 
Agent Work State 
Report
6
The following table describes the modified report fields that will 
demonstrate the results of this solution: Reserve1 
Agents StaffedNumber of agents staffing this skill as 
reserve1.
Requires ECS R6 or later with 
CentreVu 
Advocate.R1STAFFED
Reserve2 
Agents StaffedNumber of agents staffing this skill as 
reserve2.
Requires ECS R6 or...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-29
Drill-Down Work 
State Report 
6
The following table describes the fields of the report that will demonstrate 
the results of this solution:
Integrated 
Graphical Split/Skill 
View Report 
6
The following table describes the modified report fields that will 
demonstrate the results of this solution. In addition, other fields on this 
report may be used to verify the solution in...

  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Things to Note6-30
Things to Note6
The following list includes some things to be aware of when implementing 
the automate moving agents solution:
lYou will need to determine which agents have the highest customer 
service abilities before assigning skills.
lReserve agents will only be activated on a skill once it exceeds its 
administered threshold(s).
lIf the number of agents in a skill is small, a large number of high...

  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Overview7-1
7  Call Center Solution: Make Average Speed of 
Answer More Uniform
Overview7
One of the most common call center needs is making the average speed of 
answer (ASA) more uniform for all calls, or across all splits/skills. 
CentreVu® 
Advocate offers many options to achieve these call center goals, through 
both agent and call selection methods.
CentreVu 
Advocate 
Features
7
This chapter...

  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Implementation7-2
Implementation7
To improve the ASA for a skill, the pool of nurse-agents assigned to the 
skill must be increased in some way. Initially, cross-training nurses to 
handle calls from many skills will increase the size of the agent pools 
without having to hire more nurses, which would drive costs up. Another 
way to increase the size of the available agent pool is to make agents...