Lucent Technologies Centrevu Advocate Release 8 User Guide

  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Agent Administration12-7
Multi-Agent Skill 
Change Dialog 
Box
0
The Multi-Agent Skill Change dialog box is used in CentreVu Supervisor 
to move groups of agents between skills or to add agents to or remove 
agents from a skill. This dialog box can only be used with active agents 
with existing login IDs. As with administering an agent login ID, new 
agent login IDs must be administered on the ECS.
If a...

  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Agent Administration12-8
Add Agents to Skill 0Agents are added to a skill by using the Add Agents to Skill dialog box, 
accessed from the Multi-Agent Skill Change dialog box.
You cannot use this procedure to add multiple agents to a skill if those 
agents have a call handling preference of Percent Allocation. Doing so 
would remove the administered percentages.
1. Select S
kills: Skill List. The Skill...

  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Agent Administration12-9
Options0Once the agent list is open for a skill, you may add or reassign agents 
using one of the following two options:
lSelect an agent or agents form the list. Click the right mouse button 
and select Add Agents to Skill. The Add Agents to Skill dialog box 
displays. proceed with step 5, above.
lOpen an agent list for the skill to which you want to add agents. 
Select the agent...

  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Agent Administration12-10
Move Agents 
Between Skills
0
The Multi-Agent Skill Change dialog box may be used to move a group of 
agents between skills.
1. Select S
kills: Skill List. A list of administered skills will display.
2. Select A
gents: List All Staffed Agents. A list of active, logged in 
agents will display.
3. Select a skill by double clicking on that skill in the Skill List. A list of 
active...

  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Agent Administration12-11
Move Agents 
Between Skills 
Dialog Box
0
Agents may also be moved between skills by using the Move Agents 
Between Skills dialog box, accessed from the Multi-Agent Skill Change 
dialog box. 
1. Select the agents from the Agent List that you want to move to 
another skill.
2. Select A
gents: Move Agent to Another Skill. The Move Agents 
Between Skills dialog box Will Display.
3....

  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Call Center Administration12-12
Call Center Administration0
Acceptable Service Levels for a skill may be administered through 
CentreVu Supervisor, using the Split/Skill Call Profile Setup dialog box. 
As with agent login IDs and agent groups, initial skill (hunt group) 
administration must happen on the 
DEFINITY  ECS (see Chapter 11, 
“ Administering 
CentreVu® Advocate on DEFINITY® ECS” for more...

  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Call Center Administration12-13
Field Descriptions0Use the following table for existing split/skill Acceptable Service Level 
administration. New splits/skills must be initially administered on the Hunt 
Group form. If the information on the Split/Skill Call Profile Setup Dialog 
Box is changed through 
CentreVu Supervisor, it must also be changed on 
the 
DEFINITY forms. See Chapter 11, “Administer...

  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Call Center Administration12-14 

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
Overview13-1
13  CentreVu® Advocate Database Items and 
Calculations
Overview0
This chapter describes the CentreVu ®  Call Management System (CMS) 
database tables, the items in the database tables, and the standard 
Dictionary calculations that use the database items. The chapter is organized 
as follows:
lHow Database Items and Calculations Are Presented
lDatabase Table Names
lSplit/Skill Database Items
lAgent...

  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
How Database Items and Calculations Are Presented13-2
How Database Items and Calculations Are Presented0
Introduction0This section outlines how the CentreVu CMS database items and 
calculations are presented later in the chapter.
Database Items0This chapter defines database items used in CentreVu CMS reports. All 
new 
CentreVu Advocate items are available on the DEFINITY® 
Enterprise Communications Server (ECS),...