Lucent Technologies Centrevu Advocate Release 8 User Guide

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Feature Interactions11-29
Extension Calls 
and LOA
11
The following table illustrates how LOA tracks extension calls since agent 
AUX time is not included in the calculation of agent occupancy:
Most Idle Agent 
(MIA)
11
The Most Idle Agent (MIA) agent selection method may be used with 
Service Level Supervisor, Percent Allocation, Predicted Wait Time, and 
Service Objective.
The Most Idle Agent (MIA) and Least...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Feature Interactions11-30
Multiple Call 
Handling (MCH)
11
When a reserve agent in an MCH skill becomes available and the skill is 
over threshold, the agent is eligible to receive calls for that skill and all 
existing MCH rules apply. When a reserve agent in an MCH skill 
becomes available and the skill is not over threshold, the agent is not 
eligible to receive calls for that skill regardless of the MCH type.
The...

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Feature Interactions11-31
Non-ACD Calls11Time for non-ACD calls ringing, active, or on hold is not included in the 
calculation of an agent’s work time for Least Occupied Agent and Percent 
Allocation.
Redirect on No 
Answer (RONA)
11
All time with one or more ACD calls ringing is included in the calculation 
of an agent’s work time and occupancy. This time includes calls that are 
ultimately redirected by RONA....

  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Feature Interactions11-32 

  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Overview12-1
12  Administer CentreVu® Advocate through 
CentreVu® Supervisor
Overview0
This chapter covers the following areas of CentreVu® Advocate 
implementation through 
CentreVu Supervisor:
Agent Administration:
lChange Agent Skills Dialog Box
— Get Agent Skills
— Add Skills per Agent
— Delete Skills per Agent
— Administer Call Handling Preferences:
— Greatest Need:
Service Objective
— Skill Level:...

  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Agent Administration12-2
Agent Administration0
Introduction0Agents and agent groups with existing login IDs can be administered to 
use 
CentreVu Advocate through CentreVu® Supervisor, rather than 
through the 
DEFINITY® ECS administration dialog boxes (Chapter 11 
“Administering 
CentreVu Advocate on DEFINITY® ECS”). New agent 
login IDs must be initially administered on the 
DEFINITY, and then the...

  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Agent Administration12-3
4. Select Change Agent Skills on the Operations tab.
Alternately, the Change Agent Skills dialog box is accessible from 
the Multi-Agent Skill Change dialog box. After opening the Multi-
Agent Skill Change dialog box from Agent Administration, select a 
skill from the skill list by double-clicking on it. An active agents list 
will display. Select an agent by double-clicking on an...

  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Agent Administration12-4
Delete Skills per 
Agent
0
You may remove an agent from a skill using the following procedure on 
the Change Agent Skills dialog box. 
1. Select the skill from which you want to remove the agent by 
selecting the entire line of the skill assignment.
2. Select Delete Skills.
3. The Delete Skills dialog box will display.
4. Select OK to delete the skill(s).
Administer Call 
Handling...

  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Agent Administration12-5
3. Select Add Skills.
4.Add the Agent’s Skills. The Assigned Skills grid will display.
5. Set the agent’s skill level for each assigned skill. 
6. To make a skill the agent’s top skill (skill level: 1), select the skill in 
the Grid and select Make Top Skill.
7. Select OK to accept the assignment.
Percent Allocation0On the Change Agent Skills dialog box, set an agent’s call...

  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Agent Administration12-6
5.Set the reserve agent’s skill level to Reserve 1 (R1) or Reserve2 
(R2) for each assigned skill that the agent will receive calls for only 
after that skill has exceeded its administered level 1 or level 2 
thresholds.
6. Select OK to accept the assignment.
Use an Agent 
Te m p l a t e
0
If you have several agents that need to have the same assigned skills 
and skill levels, use...