Lucent Technologies Centrevu Advocate Release 8 User Guide

  Call Center Solution: Make Agent Idle Time More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports10-11
Drill-Down Work 
State Report 
10
This table describes the fields of the report: 
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)
RoleAgent’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
Things to Note10-12
Things to Note10
The following list includes some things to be aware of when implementing 
this solution:
lAgents should be assigned skills based on their existing skill level 
assignment or level of expertise within a skill. 
lCurrent R3V5 algorithms give more calls to agents with more skills, 
resulting in a higher occupancy for those agents. Because LOA 
gives agents with more skills...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Introduction11-1
11  Administer CentreVu® Advocate on DEFINITY® 
ECS
Introduction11
While CentreVu® Advocate features can be administered through CentreVu 
Supervisor or 
DEFINITY® ECS software for existing agent login IDs and hunt 
groups, both login IDs and hunt groups must be created on 
DEFINITY ECS 
through the System Administration Terminal (SAT) or a terminal emulator. 
Call selection Measurements (Current...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Administering Agent Selection11-2
Administering Agent Selection11
Agent Selection 
Methods
11
When more than one agent in a skill is available to receive an incoming 
call, 
DEFINITY ECS must select which of the available agents will handle 
the call. There are four agent selection methods. The following table lists 
the methods and describes the result of using each.
Uniform Call Distribution (UCD) treats all agents...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Administering Agent Selection11-3
Before You Start11lLucent recommends using UCD-LOA or EAD-LOA in most 
situations: compared to MIA, work will be distributed more evenly 
among agents and Average Speed of Answer will be lower.
lEAD-LOA works best if you have only 2–4 skill levels.
lIf you use the Most Idle Agent agent selection method, Lucent 
recommends that you set MIA Across Splits or Skills? to Y. (LOA is...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Administering Agent Selection11-4
2. In the Group-Type field, enter one of the following options:
3. Press 
 to save your changes.
To Administer MIA 
Across Skills
11
1. At the command line prompt, type change system-parameters 
features and press  .
The Feature-Related System Parameters form appears.
2. Go to page 8 of the System-Parameters Features form.UCD-MIASelects the available agent who has been 
idle the...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Administering Agent Selection11-5
3. In the MIA Across Splits or Skills? field, enter one of the following:
lY sets up one idle-agent queue for the entire system. When the 
EAD-MIA or UCD-MIA agent selection method is used, the time 
since an agent’s last ACD call in any of their assigned skills 
determines his or her place in this idle agent queue.
lN sets up an idle-agent queue for each skill. When the EAD-
MIA or...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Administering Call Selection11-6
Administering Call Selection11
Overview11When an agent becomes available and one or more calls are in queue for 
any of the agent’s skills, or more than one of the skills has calls waiting, 
DEFINITY ECS must choose which call to deliver to the agent. This 
section describes the features you can use to control call selection:
lCall Selection Measurements
— Current Wait Time
—...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Administering Call Selection11-7
3. In the Call Selection Measurement field, enter one of the following 
options:
lpredicted-wait-time
lcurrent-wait-time
4. Press   to save your change.
Service Level 
Supervisor
11
Service Level Supervisor automatically manages agents during periods 
of peak load. Using criteria you supply, Service Level Supervisor can 
change the priorities of agents logged into a specified skill...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Administering Call Selection11-8
lYou can administer Service Level Supervisor for existing agents and 
hunt groups from the SAT or from the Change Agent Skill screen in 
CentreVu Supervisor. You can also set agent reserve levels for 
existing agents from the Move Agents Between Skills dialog box in 
the Multi-Agent Skill Change screen. These instructions assume you 
are using the System Administration Terminal (SAT)...