Lucent Technologies Centrevu Advocate Release 8 User Guide

  Call Center Solution: Make Agent Idle Time More Uniform CentreVu® Advocate Release 8 User Guide
Overview10-1
10  Call Center Solution: Make Agent Idle Time More 
Uniform
Overview10
Many call center administrators want to make agent idle time more uniform. 
Making agent idle time more uniform spreads the overall work load more 
equally between agents as well as reduces the possibility of “hot seat” agents 
and agent burnout. 
CentreVu® 
Advocate 
Feature
10
This chapter discusses the Least Occupied...

  Call Center Solution: Make Agent Idle Time More Uniform CentreVu® Advocate Release 8 User Guide
Implementation10-2
Implementation10
The agent selection method is a form of Least Occupied Agent (LOA). In 
this solution, agents may be assigned any call handling preference, as 
determined by the call center administrator.
Agent Selection10Agent selection for this call center solution is through Expert Agent 
Distribution-Least Occupied Agent (EAD-LOA). With EAD-LOA, the 
agent will be selected who has the...

  Call Center Solution: Make Agent Idle Time More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports10-3
Verifying the Solution Through Reports10
This solution can be verified by reviewing idle time and overall agent 
occupancy for the staffed agents. The results of implementing this 
solution can be seen in any report with AVAIL or ACD time as a report 
item, or in Agent Status and Agent Information reports. Agent occupancy 
will also indicate the results of...

  Call Center Solution: Make Agent Idle Time More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports10-4
Agent Occupancy 
Calculation
10
Agent Occupancy, which is 100 * (sum(I_RINGTIME + I_ACDTIME + 
I_ACDOTHERTIME + I_ACDAUX_OUTTIME + I_ACDAUXINTIME + 
I_ACWTIME) / sum(TI_STAFFTIME - TI_AUXTIME + 
I_ACDAUX_OUTTIME + I_ACDAUXINTIME)) where I_ACWTIME is an 
optional component, may be used as a comparison measurement. This 
calculation can be used when creating a new...

  Call Center Solution: Make Agent Idle Time More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports10-5
Real-Time 
Graphical Agent 
Information Report 
10
The following table describes the modified report fields: 
Real-Time 
Split/Skill Graphical 
Status Report
10
The following table describes the modified report fields: Report Heading DescriptionDatabase Item, 
Calculation, or 

Top Skill:The agent’s first-administered, highest-level, measured 
skill, where skill...

  Call Center Solution: Make Agent Idle Time More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports10-6
Real-Time 
Queue/Top Agent 
Status Report 
10
The following table describes the modified report fields: LevelThe skill level associated with the agent’s 
current WORKSKILL, when WORKSKILL, is 
not null.
Requires a Generic 2.2 or Generic 3 Version 2 
or later switch with the EAS feature.
For 
CentreVu Advocate, in the cagent table, 
WORKSKLEVEL contains either a...

  Call Center Solution: Make Agent Idle Time More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports10-7
Real-Time 
Queue/Agent 
Status Report 
10
The following table describes the modified report fields: 
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)
RoleThe Agent’s service role for this SPLIT, as 
defined in the...

  Call Center Solution: Make Agent Idle Time More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports10-8
Real-Time 
Split/Skill Graphical 
Top Skill Status 
Report 
10
The following table describes the modified report fields: 
Report Heading DescriptionDatabase Item/ Calculation, 
Ta b l e  N a m e
Skill StateCurrent state of this skill, compared to the 
administered thresholds.
Requires ECS R6 or later with 
CentreVu 
Advocate.syn(SKSTATE)
LevelThe skill level...

  Call Center Solution: Make Agent Idle Time More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports10-9
Real-Time Skill Top 
Agent Report 
10
The following table describes the modified report fields:
Historical Agent 
Summary and 
Agent Group 
Summary
10
The Historical Agent Summary and Historical Agent Group Summary 
reports have been modified for CentreVu Advocate to include the 
following fields: Report Heading DescriptionDatabase Item, Calculation 
or 
Skill...

  Call Center Solution: Make Agent Idle Time More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports10-10
Drill-Down Top 
Agent Work State 
Report 
10
This table describes the modified report fields: % Agent Occup 
w/o ACWAgent occupancy, displayed as a 
percentage, not including agent 
ACW time as work time.100 * (sum(I_RINGTIME + I_ACDTIME + 
I_ACDOTHERTIME + 
I_ACDAUX_OUTTIME + 
I_ACDAUXINTIME)/sum (TI_STAFFTIME 
- TI_AUXTIME + I_ACDAUX_OUTTIME + 
I_ACDAUXINTIME))
%...