Lucent Technologies Centrevu Advocate Release 8 User Guide

  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports7-13
Report Example7The following report is an example of a System Graphical Maximum 
Delay report.
Report Description7The following table describes the report fields. For CentreVu Advocate, 
this report will show the maximum delay for the skill across ACDs. The 
database items for the System Graphical Maximum Delay report are 
stored in the dsplit (daily)...

  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports7-14
Modified Reports7The Integrated Graphical Split/Skill View Report has been modified for 
CentreVu Advocate to include the following fields:
Other fields on this report may be used to verify the solution in this 
chapter; for example,% Within Service Level and Avg Speed Ans.
The Historical Agent Summary and Historical Agent Group Summary 
reports have been...

  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Things to Note7-15
Things to Note7
The following list includes some things to be aware of when making 
average speed of answer more uniform:
lIf agent pools are small, Option B may emulate a hot-seat 
distribution. To avoid this situation, define skill levels as ranges. For 
example, Level 1 is 1-2 skills, Level 2 is 3-5 skills, and so on.
lIf implementing Option B, agent occupancy for those agents...

  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Things to Note7-16 

  Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide
Overview8-1
8  Call Center Solution: Better Serve Selected 
Callers
Overview8
In addition to maximizing revenues and automatically reassigning agents to 
certain skills during peak call periods, a call center may also want certain 
callers to experience better service. One way to address this need is to 
reduce the acceptable service level for that skill, which can lower the 
predicted wait time for preferred...

  Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide
Implementation8-2
Implementation8
Callers wanting items from the exclusive catalog are identified by the 
“800” number dialed using Direct Number Identification Service (DNIS). 
These calls are directed to a special vector that queues to the Exclusive 
skill. The top 10% spending customers are identified by an Automatic 
Number Identification (ANI) lookup table and queued to the Top Ten skill. 
All other...

  Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide
Implementation8-3
Features 8On the System parameters Features form, set the following fields:
lCall Selection Measurement: set to predicted-wait-
time.
Hunt Group 8On the Hunt Group form, set the following parameters:
lEnter the skill number on the command line.
lOn page 1, enter EAD-LOA in the Group Type: field.
lOn page 2, set the Acceptable Service Level: for the 
Exclusive skill to 20 seconds.
Administer...

  Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide
Implementation8-4
8. Select Call Handling Preference: Skill Level. The Assigned Skills 
grid will display.
9. Select Add Skills.
10. Add the Exclusive, Top Ten, and Orders skills for the agent based on 
the agent’s expertise. The Assigned Skills grid will display.
11. Set the agent’s skill level for each assigned skill.
12. Select the Service Objective check box.
13. Select OK on the Change Agent Skills dialog...

  Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide
Implementation8-5
4. Select OK. 
CentreVu Supervisor will buffer the change agent skills requests and 
send them to the switch one at a time. A status dialog box will 
display with the status of each agent request.
Split/Skill Call 
Profile Setup 
Dialog Box 
8
Use the Split/Skill Call Profile Setup dialog box, shown below, to specify 
an acceptable service level for calls to wait in queue before being 
answered...

  Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide
Implementation8-6
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. This 
acceptable service level will be used in determining level 
1 and level...