Lucent Technologies Centrevu Advocate Release 8 User Guide

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Administering Call Selection11-9
After you’ve implemented Service Level Supervisor in a skill with the 
recommended Level 1 threshold, determine the Average Time to 
Abandon in the skill. Set the skill’s Level 2 threshold about 5 seconds 
below its Average Time to Abandon. For example, if this time for a 
hypothetical skill is 25 seconds, set the Level 1 threshold to 20 seconds. 
If Average Time to Abandon is 40...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Administering Call Selection11-10
assign. For example, with 10 agents logged in but only 1.3 FTEs 
occupied by calls, you might not need any reserve agents. If 10 agents 
are logged in and 8.6 FTEs are occupied by calls, you might need close 
to the maximum number of recommended reserve agents.
If you assign more than the optimal number of reserve agents to a skill, 
you will increase the average time between calls...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Administering Call Selection11-11
4. In the Service Level Supervisor Call Selection Override field, enter 
lY, if you want to override the normal call handling preferences 
of a skill’s assigned agents whenever the skill exceeds its 
thresholds.
lN, if you do not want to override the normal call handling 
preferences of a skill’s assigned agents whenever the skill 
exceeds its thresholds.
This setting applies to all...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Administering Call Selection11-12
11. At the command line prompt, type change agent-loginID 
xxxxx and press . (“xxxxx” is the loginID for the agent you 
want to change.)
The Agent LoginID form appears
.
12. Assign this agent to the skill as a reserve agent by doing the 
following:
a. In an available space of the SN (Skill Number) column, enter 
the number of the skill for which you want this agent on 
reserve.
b. In...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor11-13
Worksheet for Service Level Supervisor11
Complete one worksheet for each skill.
Skill Number: _____
Level 1 Threshold: _____ 
Level 2 Threshold: _____Reserve Agent Names
Reserve Agent Names 

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor11-14
Call Handling 
Preferences
11
DEFINITY ECS provides three call handling preferences. Call handling 
preferences are set for each agent. When calls are waiting in queue and 
an agent becomes available, that agent’s assigned preference 
determines which call is selected.
Call selection only takes place when calls are waiting in queue. When 
agents are available and there are...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor11-15
Call Handling 
Preferences and 
Service Objective
11
The table on the following pages shows how each call handling 
preference works with the different agent and call selection methods. 
When reading the “Call Selection” column, remember that when an agent 
becomes available 
DEFINITY ECS first selects the agent’s skill from 
which a call will be chosen. Once a skill has...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor11-16
UCD-LOAGreatest  Need Has the lowest percentage 
of work time since login.Has the oldest, highest 
priority call.
Greatest Need with 
Service ObjectiveHas the highest priority call 
with the longest wait time 
in comparison to the skill’s 
Acceptable Service Level.
Skill Level Is the agent’s highest level 
skill with calls in queue 
and has the oldest, highest 
priority...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor11-17
EAD-MIAGreatest Need 1. Has the highest skill 
level for the call’s 
skill.
2. Has been idle the 
longest since the last 
call for that skill.Has the oldest, highest 
priority call.
Greatest Need with 
Service ObjectiveHas the highest priority call 
with the longest wait time 
in comparison to the skill’s 
Acceptable Service Level.
Skill Level Is the agent’s highest level...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor11-18
Setting Up Call 
Handling 
Preference
11
Before You Start11lAny new hunt groups and agent login IDs must be created on the 
DEFINITY ECS System Administration Terminal (SAT). However, 
you can administer call handling preferences for existing agents 
from the SAT or from the Change Agent Skill screen in 
CentreVu 
Supervisor. These instructions assume you are using the...