Lucent Technologies Centrevu Advocate Release 8 User Guide

  Introduction: CentreVu® Advocate CentreVu® Advocate Release 8 User Guide
Agent Selection Methods1-11
Administration1Least Occupied Agent is administered on the ECS Hunt Group form in 
the Group Type: field.
Result1Least Occupied Agent is designed to spread calls more evenly between 
agents, and should reduce the number of both “hot seat” agents (in MIA, 
the call is sent to the first available, highest skill level agent) and idle 
agents. This helps reduce agent burnout and increase call center...

  Introduction: CentreVu® Advocate CentreVu® Advocate Release 8 User Guide
Agent Selection Methods1-12
are no agents with higher skill levels available. MIA maintains a queue of 
idle agents and distributes a call to the agent who has waited the longest 
since the last ACD call and is not “busy.” (“Busy” is defined as being in 
ACW, on an auxiliary in or out [AUX IN/OUT] call, or on an ACD call for 
another skill.) Agents in multiple skills are in multiple “eligible agent” lists. 
There is one list for...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Overview2-1
2  Custom CentreVu® Advocate Solutions
Overview 2
This chapter gives guidelines on administering solutions to work together in 
the call center environment. This chapter includes the following topics:
lUnderstanding Call and Agent Selection
lPlanning Your Call Center—CentreVu Advocate Using Expert Agent 
Selection (EAS)
— Administering agents in separate organizations
— Administering agents within an organization...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Call and Agent Selection2-2
Call and Agent Selection2
Introduction2You need to understand the concepts of call and agent selection before 
administering custom 
CentreVu Advocate solutions for your call center. 
This section describes how calls and agents are selected using EAS.
Understanding 
Call Selection
2
Call selection is the selection of a call when an agent becomes available 
and one or more of the agent’s assigned...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Call and Agent Selection2-3
these criteria is selected for an agent. Service Objective is used when 
different acceptable service levels are set for different types of incoming 
calls, based on skill.
For example, if a skill’s top priority call has a predicted wait time of 30 
seconds and an administered threshold of 20 seconds, that skill is at 150 
percent of its threshold. If another skill has a predicted wait time of 100...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Call and Agent Selection2-4
based on the total time an agent has with one or more Automatic Call 
Distribution (ACD) calls ringing, active, or on hold for any of an agent’s 
assigned skills, and optionally, the total ACW time for any of an agent’s 
assigned skills divided by the total time staffed in any assigned skill. 
Agent AUX time is not included in the calculation of agent occupancy.
LOA and AUX Time2The following table...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Call and Agent Selection2-5
Considerations2The considerations that users must keep in mind regarding agent 
selection when creating custom 
CentreVu Advocate solutions are 
included in the following list:
lMIA Across Splits/Skills: MIA Across Splits/Skills indicates if 
agents completing an ACD call for one split/skill should be removed 
from the idle agent list for all of their splits/skills or whether the 
agents should...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Call and Agent Selection2-6
No (N), which allows the agent who is active on a call for one skill to 
move up the idle agent list for all other skills. Yes (Y) is always 
recommended with 
CentreVu Advocate, as the agent who has been 
idle since the last call in any skill will be selected, which tends to 
eliminate “hot seat” call distribution (not used with LOA).
lACW Considered Idle: ACW Considered Idle determines whether 
an...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Call and Agent Selection2-7
skill. The agent will handle calls for other skills only if there are no calls 
queued for the agent’s top skill. The agent is considered a “top agent” for 
a skill if the agent has a skill level of “1” assigned for that skill.
For agent tracking purposes, the top skill can also be considered the first-
assigned, highest-level skill. This is the skill that the agent first logs into 
when logging in....

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Call and Agent Selection2-8
If you want to impact the percent within service level, then set Threshold 
1 approximately 5-10 seconds below the acceptable service level on a 
skill. Generally, the thresholds are set below the abandoned call profile 
for a skill, and this profile should be determined before thresholds are 
administered.
Reserve Agent 
Activation
2
Reserve agents can be activated at each overload threshold. These...