Lucent Technologies Centrevu Advocate Release 8 User Guide

  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Implementation7-3
Switch 
Administration
7
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.
Customer Options 7On the System Parameters Customer Options form, set the following 
fields:
lCentreVu Advocate? must be set to Y
lExpert...

  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Implementation7-4
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...

  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Implementation7-5
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...

  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports7-6
Verifying the Solution Through Reports7
If you are using Option A to administer this call center solution, you can 
verify its effectiveness by comparing the ASA before and after 
implementing the solution. The ASA should be lower and more equal 
after implementing Option A. Agent occupancy can also be compared, 
and should be more equal than before the...

  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports7-7
Additional 
Information
7
These reports are fully documented in the CentreVu® Supervisor Version 
8 Reports
 document (585-210-929). They are summarized as they relate 
to 
CentreVu Advocate in this chapter. See the Reports document for 
more information on Real-Time and Historical reports.
Database Items and 
Calculations
7
New database items and...

  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports7-8
Report Example7The following report is an example of the Split/Skill report. Fields that are 
useful from 
CentreVu Advocate are shown in boxes.
Report Description7The following table describes the report fields that are most meaningful 
for 
CentreVu Advocate. Specifically, the Avg Speed Ans field will 
demonstrate the results of this solution.
Report...

  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports7-9
Historical 
Split/Skill
Graphical ASA 
Report
7
The Split/Skill Graphical ASA report shows the average speed of answer 
for ACD calls answered in each selected split/skill for each selected 
interval. See the 
CentreVu® Supervisor Version 8 Reports document 
(585-210-929) for information on report input fields, report generation, 
and a full description of...

  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports7-10
Report Example7The following report is an example of a Split/Skill Graphical ASA report 
with the fields that are most meaningful for 
CentreVu Advocate in boxes.
Report Description7The following table describes the report fields for the time period covered 
by the report. For 
CentreVu Advocate, this report will show the average 
speed of answer for the...

  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports7-11
Historical 
Split/Skill 
Graphical ASA 
Daily Report
7
The Split/Skill Graphical ASA Daily report shows the average speed of 
answer for one or more splits/skills for each day. See the 
CentreVu® 
Supervisor Version 8 Reports
 document (585-210-929) for information on 
report input fields, report generation, and a full description of all report 
fields....

  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports7-12
Report Description7The following table describes the report fields. For CentreVu Advocate, 
this report will show the average speed of answer in seconds for the skills 
in the report. You can use this information to compare average speed of 
answer in specific skills; for example, Exclusive, Top Ten, or Orders, and 
take the appropriate action. The database...