Lucent Technologies Centrevu Advocate Release 8 User Guide

  Introduction: CentreVu® Advocate CentreVu® Advocate Release 8 User Guide
Overview1-1
1  Introduction: CentreVu® Advocate
Overview1
CentreVu® Advocate is a set of breakthrough capabilities that provides new 
methods and added flexibility for selecting an agent for an incoming call, or 
an incoming call for an agent. 
CentreVu Advocate works in conjunction with 
and requires Expert Agent Selection (EAS) on the 
DEFINITY® Enterprise 
Communications Server (ECS) R6 and later. The new 
CentreVu Advocate...

  Introduction: CentreVu® Advocate CentreVu® Advocate Release 8 User Guide
Call Selection Methods1-2
Call Selection Methods1
Overview1There are several call selection options available for call centers using 
CentreVu Advocate. Several of these selection options are already on 
your system. The call selection options include:
lCall Handling Preferences:
— Greatest Need (existing call selection method)
— Skill Level (existing call selection method)
— Percent Allocation
lService Objective
lCall Selection...

  Introduction: CentreVu® Advocate CentreVu® Advocate Release 8 User Guide
Call Selection Methods1-3
lIf no skills are in an overload state, then calls will be selected based 
on the call handling preference administered to an agent:
1.Greatest Need: Greatest Need will select a skill for an agent 
based on the call at the highest priority whose wait time (PWT 
or CWT) for a skill is the longest (the call with the “greatest 
need”). See also “Service Objective” in this chapter
.
2.Skill Level: Skill Level...

  Introduction: CentreVu® Advocate CentreVu® Advocate Release 8 User Guide
Call Selection Methods1-4
Percent 
Allocation
1
Percent Allocation is a third call handling preference option, in addition to 
Greatest Need and Skill Level. Percent Allocation allows you to assign a 
percentage of an agent’s time to each of their assigned skills to total 
100% of their staffed time. Percent Allocation compares an agent’s work 
time in each assigned skill, expressed as a percentage of staffed time, 
against an...

  Introduction: CentreVu® Advocate CentreVu® Advocate Release 8 User Guide
Call Selection Methods1-5
If all skills have the same acceptable service level, this feature will have 
no impact on the call center.
Call Selection 
Method
1
For each skill level assigned to an agent, the DEFINITY ECS will 
compare the wait time, current or predicted, of the call at the head of the 
queue to the skill’s administered acceptable service level. The skill with a 
call whose wait time is the highest percentage of the...

  Introduction: CentreVu® Advocate CentreVu® Advocate Release 8 User Guide
Call Selection Methods1-6
Predicted Wait 
Time
1
Predicted Wait Time is a call selection measurement that uses the time a 
call is predicted to wait in queue instead of the time the call has already 
waited. 
Description1Predicted Wait Time determines which call currently in queue is expected 
to wait the longest for delivery to an agent. Predicted Wait Time can then 
select the call that, based on its current wait time in queue...

  Introduction: CentreVu® Advocate CentreVu® Advocate Release 8 User Guide
Call Selection Methods1-7
Thresholds1Service Level Supervisor allows you to administer two thresholds, based 
on the administered EWT, for each skill. When a particular skill’s EWT 
exceeds the first threshold, the skill goes into the Overload 1 state. When 
the skill exceeds the second threshold, the skill goes into the Overload 2 
state. When Call Selection Override is ON (set to Yes (Y) on the System 
Parameters Features form),...

  Introduction: CentreVu® Advocate CentreVu® Advocate Release 8 User Guide
Call Selection Methods1-8
backup, roving, allocated, and reserve agents. All agents who become 
available ignore their normal tasks and help the skill that is in trouble. As 
soon as a skill goes over threshold, all agents who have this skill are 
automatically reprioritized until the skill returns to normal.
In general, agents are less efficient when they are not working on their 
primary task. When thresholds are set too low or...

  Introduction: CentreVu® Advocate CentreVu® Advocate Release 8 User Guide
Call Selection Methods1-9
Calls in Standard and 
Reserve Skills
1
If you want to guarantee that a standard skill is handled before a reserve 
skill, use Skill Level call handling preference and have no standard skills 
assigned as level 16. Agents stay focused on their primary tasks even 
when thresholds are exceeded. If agents have no calls waiting in their 
primary skills, these agents can then help a skill that is over...

  Introduction: CentreVu® Advocate CentreVu® Advocate Release 8 User Guide
Agent Selection Methods1-10
Agent Selection Methods1
Overview1There are several agent selection methods available for call centers 
using 
CentreVu Advocate. Several of these selection methods are 
already on your system. The agent selection methods include:
lExpert Agent Distribution-Least Occupied Agent (EAD-LOA)
(new for 
CentreVu Advocate)
lUniform Call Distribution-Least Occupied Agent (UCD-LOA)
(new for 
CentreVu Advocate)...