Lucent Technologies Centrevu Advocate Release 8 User Guide

  Index CentreVu® Advocate Release 8 User Guide
IN-5
Historical Graphical Skill Overload Report .  .  .  .  4-18
Input Fields  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  4-18
Report Description.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  4-20
Report Example .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  4-20
Things to Know for CentreVu Advocate .  .  .  .  4-18
Historical Reports.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  GL-12
Historical Split/Skill Call Profile Report3-15, 5-14, 8-10...

  Index CentreVu® Advocate Release 8 User Guide
IN-6
Maximize Revenues
Additional Information on Reports .  .  .  .  .  .  .  . 3-7
Agent Selection  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 3-2
Call Selection  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 3-2
Customer Example  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 3-1
Overview.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 3-1
Reports  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 3-7
Reports Database...

  Index CentreVu® Advocate Release 8 User Guide
IN-7
Planning Your Call Center
Agent Level Decisions.  .  .  .  .  .  .  .  .  .  .  .  .  2-21
Agent Level Decisions Table  .  .  .  .  .  .  .  .  .  2-22
Agent-Level Decisions.  .  .  .  .  .  .  .  .  .  .  .  .  2-13
Introduction  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  2-13
Organization Level Decisions .  .  .  .  .  .  .  .  .  2-17
Organization Level Decisions Table.  .  .  .  .  .  2-17
Organization-Level Decisions .  .  .  .  .  .  ....

  Index CentreVu® Advocate Release 8 User Guide
IN-8
Reserve2 AUX Agents Report
Report Description.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  6-23
Report Example .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  6-23
Things to Know for CentreVu Advocate .  .  .  .  6-22
Result of Call Selection Override.  .  .  .  .  .  .  .  .  2-11
Review Agent Skills.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  12-3
RING .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  GL-18, GL-20
ROLE .  .  .  .  .  .  .  .  ....

  Index CentreVu® Advocate Release 8 User Guide
IN-9
Station  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  GL-20
Status data, definition.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  13-3
Stop.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  GL-20
Subsystem .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  GL-20
Supervisor Administration  . 3-3, 4-4, 5-4, 7-3, 8-3, 9-3
Add Agents to Skill.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  12-8
Add Skills per Agent .  ....

  Index CentreVu® Advocate Release 8 User Guide
IN-10
Uniform Call Distribution (UCD)  .  .  .  .  .  . 2-3, GL-21
Universal Call Identifier (UCID).  .  .  .  .  .  .  .  .  GL-21
UNIX System .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  GL-22
UNKNOWN.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  GL-22
UNSTAF  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  GL-22
Upgrade.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  GL-22
Use an Agent Tamplate.  .  .  .  .  ....

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Document Title:CentreVu® Release 8 Advocate User Guide
Document No.: 585-210-927 Issue 1  Date: December 1999
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