Lucent Technologies Centrevu Advocate Release 8 User Guide

  Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide
Overview9-1
9  Call Center Solution: Control Agent Time in Skill
Overview9
Many call center administrators want to simplify agent scheduling, as well as 
control agents’ time in different skills. Controlling agent time in skills more 
evenly spreads the overall work load between agents as well as more evenly 
distributes calls among agents.
CentreVu® 
Advocate 
Features
9
This chapter discusses the following...

  Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide
Implementation9-2
Implementation9
Agents will have their time in the four skills determined through Percent 
Allocation, a new call handling preference available with 
CentreVu 
Advocate. The agent selection method is a form of Expert Agent 
Distribution (EAD).
Agent Selection9Agent selection for this call center solution is through Uniform Call 
Distribution-Least Occupied Agent (UCD-LOA) to choose the least...

  Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide
Implementation9-3
Switch 
Administration
9
Several items must be administered on the switch administration forms 
for this business solution to work. See Chapter 11, “Administer 
CentreVuâ Advocate on DEFINITYâ ECS” for more information on 
switch administration.
Customer Options 9On the System Parameters Customer Options form, set the following 
fields:
lCentreVu Advocate? must be set to Y.
lExpert Agent...

  Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide
Implementation9-4
Change Agent 
Skills Dialog Box 
9
On the Change Agent Skills dialog box, shown below, set an agent’s call 
handling preference to Percent Allocation.
To administer an agent’s call handling preference, use the following 
steps.
1. Select Com
mands from the CentreVu Supervisor Controller.
2. Select A
gent Administration.
3. Select the automatic call distribution (ACD) by entering the ACD in 
the...

  Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide
Implementation9-5
Options9If 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 
CentreVuâ CMS R3V8 Administration document (585-210-910), 
define an agent template with the skill profiles you wish to apply...

  Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports9-6
Verifying the Solution Through Reports9
This solution can be verified by reviewing agent work states and time in 
skill. The results of implementing this solution can be seen in any of the 
reports that include information on agents staffed per skill and overall 
agent information, such as skill assignments. 
Reports9The most relevant reports to this solution are listed...

  Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports9-7
Real-Time 
Graphical 
Allocated Agents 
Report
9
This report, which is available only for customers who have DEFINITY 
ECS R6 or later switches with Expert Agent Selection (EAS) and have 
purchased 
CentreVu Advocate, displays the number of active and staffed 
percent allocation agents who are staffing a selected skill.
If 
CentreVu Advocate is not activated then those...

  Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports9-8
Input Fields9The following table describes the input fields on the real-time Graphical 
Allocated Agents report input window. You must fill in the report input 
window to run the report.
Item Description
Skill:Fill in the Skill input name or number for 
which you want to run the report. You can 
enter a skill name only if the name has 
been defined in the Dictionary....

  Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports9-9
Report Example9The following report is an example of a Graphical Allocated Agents 
report.
Report Description9The following 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)
Skill StateThe current state of the...

  Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports9-10
Standard 
Agents (active)The current number of POSITIONS that are on 
inbound and outbound ACD calls; plus the 
current number of POSITIONS that are in 
ACW, including agents on ACWIN/ACWOUT 
calls as well as agents in ACW not associated 
with an ACD call. This also includes the current 
number of POSITIONS at which skill or direct 
agent calls are ringing, minus the...