Lucent Technologies Centrevu Advocate Release 8 User Guide

   CentreVu® Advocate Release 8 User Guide
xi
Reports  .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   9-6
Additional Information     .    .    .    .    .    .    .    .    .    .    .    .    .   9-6
Database Items and Calculations  .    .    .    .    .    .    .    .    .    .   9-6
Real-Time Graphical Allocated Agents Report   .    .    .    .    .    .    .   9-7
Things to Know for 
CentreVu Advocate  .    .    .    .    .    .    .    .   9-7...

   CentreVu® Advocate Release 8 User Guide
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11 Administer CentreVu
® Advocate on DEFINITY® ECS  .   .   .   .   .   .   .   .   .   .   .    11-1
Introduction  .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   11-1
System Requirements   .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   11-1
Administering Agent Selection.    .    .    .    .    .    .    .    .    .    .    .    .    .   11-2
Agent Selection Methods   .    .    ....

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Most Idle Agent (MIA)    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   11-29
Move Agent While Staffed  .    .    .    .    .    .    .    .    .    .    .    .    .    .   11-29
Multiple Call Handling (MCH)  .    .    .    .    .    .    .    .    .    .    .    .    .   11-30
Interaction with Percent Allocation     .    .    .    .    .    .    .    .    .   11-30
Multiple Priority Queuing   .    .    .    .    .    .    .    ....

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Call-Based Data .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   13-4
Interval-Based Data     .    .    .    .    .    .    .    .    .    .    .    .    .    .   13-4
New Tracking Items with 
CentreVu Advocate     .    .    .    .    .    .    .   13-4
Calculations    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   13-5
Sample Dictionary Calculations Table     .    .    .    .    .    ....

  Preface CentreVu® Advocate Release 8 User Guide
P-1
Preface
Audience0The CentreVuâ Advocate Release 8 User Guide document is written for call 
center administrators and users who need a general understanding of 
CentreVu Advocate and how this feature can impact both call and agent 
selection while providing a powerful tool for meeting business needs. 
Overview0This document includes the following information on CentreVu Advocate:
lAn overview of CentreVu Advocate
lImplementing business solutions...

  Preface CentreVu® Advocate Release 8 User Guide
Organization and Use of This DocumentP-2
Organization and Use of This Document0
Organization of 
Document
0
The following list describes the contents of each chapter and appendix in 
this document:
PrefacePreface: includes information on document standards, a brief introduction to 
the document, and a description of each chapter in the document.
Chapter 1Introduction: gives an overview of the five CentreVu Advocate features, an 
overview of agent and call...

  Preface CentreVu® Advocate Release 8 User Guide
Organization and Use of This DocumentP-3
Chapter 5Minimize Abandoned Calls: this call center business need is described, 
including controlling maximum wait time, along with the CMS and 
CentreVu 
Supervisor administration necessary for implementation, the reports and report 
elements used to verify the solution, and things to keep in mind when 
implementing the solution. This chapter discusses the Predicted Wait Time, 
Least Occupied Agent, and Service...

  Preface CentreVu® Advocate Release 8 User Guide
Organization and Use of This DocumentP-4
Chapter 12Administer CentreVu® Advocate With CentreVu® Supervisor: includes 
information about administering 
CentreVu Advocate for agents and skills 
through 
CentreVu Supervisor.
Chapter 13CentreVu® Advocate Database Items and Calculations: includes information 
on the database items and calculations that have been added and/or modified 
to support 
CentreVu Advocate, along with general information regarding the...

  Preface CentreVu® Advocate Release 8 User Guide
Conventions Used in This DocumentP-5
Conventions Used in This Document0
The following conventions are used throughout this document:
Report Examples0The report examples included in this document were taken from test lab 
machines and are not intended to emulate real data. Report data will vary 
depending on your individual site.
Related document 
calloutsInclude the document number (if a Lucent 
Technologies publication) and the book title in 
italic. For...

  Preface CentreVu® Advocate Release 8 User Guide
Related DocumentsP-6
Related Documents0
The following documents can help you use the CentreVu CMS software 
to its maximum capability. Those most closely related to this document 
are the Administration and Reports documents. All 
CentreVu Advocate 
information is included in this document. At this time, no 
CentreVu 
Advocate information is included in other standard Call Center 
documentation.
lCentreVuâ CMS R3V8 Administration (585-210-910)
lCentreVuâ...