Lucent Technologies Centrevu Advocate Release 8 User Guide

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor11-19
lWhen administering Percent Allocation, each entry in a PA field 
must be a number between 1 and 100. Each skill (except for reserve 
skills) must have an entry in this field, and together all the entries 
must add up to 100.
lPercentages cannot be assigned to reserve skills.
lWhen you use Service Level Supervisor, the Call Handling 
Preference administered for dedicated...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor11-20
The Agent LoginID form appears
2. In the Call Handling Preference field, enter one of the following 
options:
lgreatest-need 
lskill-level
3. In the Service Objective field, enter one of the following options:
lY, if you want to use Service Objective
lN, if you do not want to use Service Objective
4. Press   to save your changes.
To Administer Service 
Objective
11
If you...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor11-21
The Hunt Group form for the specified skill appears.
2. In the Acceptable Service Level field, type your target speed of 
answer in seconds.
3. Press 
 to save your changes.
To Administer Percent 
Allocation
11
1. 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...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor11-22
2. In the Call Handling Preference field, type percent-allocation 
and press  .
When you enter percent-allocation as the agent’s call handling 
preference, the Direct Agent Calls First? field replaces the Service 
Objective field.
3. Choose one of the following options for the Direct Agent Call First? 
field:
lIf you want the agent to receive direct agent calls before all...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor11-23
The Agent LoginID form appears.
2. In the Direct Agent Skill field, enter the number of the skill used for 
direct agent calls.
If you are not using a dedicated skill for direct agent calls, leave this 
field blank.
3. Decide whether you want to give preference to direct agent calls, 
then follow the instructions in the table below.
change agent-loginID xxxxx Page 1 of 1...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor11-24
If DA calls are administered to be selected first, they will be given 
preference over any other skill call in normal, overload 1, and 
overload 2 states. If DA calls are not administered to be selected 
first, they will not be given preference in any of the skill states.
4. Press   to save your changes. Skill Level For each agent, set 
their skill level for the 
DA skill...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Feature Interactions11-25
Feature Interactions11
Abandoned 
Calls
11
An abandoned call may change the state of a skill that is over threshold. 
That is, an abandoned call might cause a skill to drop from level 2 to level 
1 or from level 1 to normal.
Add/Remove 
Skill Via FAC
11
If percent-allocation is entered in the Call Handling Preference 
field on the Agent Loginid form, the Add Skill and Remove Skill features...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Feature Interactions11-26
Agent Work 
States
11
The table below shows how Service Level Supervisor affects agents’ 
work states.
Attendants11Attendant consoles administered as members of splits and Expert Agent 
Selection (EAS) agents logged in on attendant consoles will have the 
same interactions with 
CentreVu Advocate features as do other voice 
terminals.
AUDIX11An EAS AUDIX agent cannot be administered with a...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Feature Interactions11-27
Call Coverage11All time with one or more ACD calls ringing is included in the calculation 
of an agent’s work time and occupancy. This includes calls that are later 
redirected as a result of the Call Coverage feature.
Call Forwarding11All time with one or more ACD calls ringing is included in the calculation 
of an agent’s work time and occupancy. This includes calls that are later...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Feature Interactions11-28
Interaction with 
Service Level 
Supervisor
11
Agents who only have reserve skills cannot receive Direct Agent calls. 
Callers will hear intercept tone when the call is received. If you have 
agents who are only assigned reserve skills and you want them to be 
able to receive direct agent calls, assign them to a direct agent skill as 
standard agents.
Agents will receive direct agent calls...