Lucent Technologies Centrevu Advocate Release 8 User Guide

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Call and Agent Selection2-9
Call Selection Override 
OFF
2
With Call Selection Override off (set to N on the DEFINITY forms), agents 
keep their assigned call handling priorities in skill over threshold 
situations, and reserve agents are added to handle the skill after other 
skills. When the overload threshold is exceeded for a skill, standard 
agents continue with their primary tasks, but will serve a skill to which 
they...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Call and Agent Selection2-10
agents in the smaller skill are now busy most of the time, the service level 
for the smaller skill drops. With the Call Selection Override option off, 
agents in the smaller skill can be assigned another skill as a reserve skill 
and they will only help the reserve skill when that skill is in trouble and 
there are no calls waiting in queue for the smaller skill. Most of the time, 
the reserve...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Call and Agent Selection2-11
When call selection override is off, thresholds should be set based on the 
following considerations:
lFirst threshold (consider all of the following):
— From an 
agent perspective, the first threshold is set at the point 
in time that you want reserve1 agents to serve this skill if they 
are sitting idle.
—From a 
caller and business perspective, the first threshold can 
be set five to ten seconds...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Call and Agent Selection2-12
Skill Level Agent:
Skill 1 - L1, Skill 3 - L2, 
Skill 5 - L3Take Skill 1 call. Take Skill 1 call. Take Skill 5 call.
Percent Allocation Agent:
Skill 1 - 50%, Skill 3 - 
30%, Skill 5 - 20%Select skill based on 
percentages, most 
likely taking a Skill 1 
call.Select skill based on 
percentages.Take Skill 5 call.
Greatest Need Agent:
Skill 1 - L1, Skill 3 - L2, 
Skill 5 - L reserve2 Take highest...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Planning Your Call Center—CentreVu Advocate with EAS2-13
Planning Your Call Center—CentreVu Advocate with EAS2
Introduction2This section presents the decisions that must be made at each level of 
call center administration before implementing customized 
CentreVu 
Advocate solutions.
This section includes four tables that present and describe administration 
decisions using Expert Agent Selection (EAS):
lSystem-Level Decisions:...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Planning Your Call Center—CentreVu Advocate with EAS2-14
Separate 
Organizations
2
In a call center environment in which different organizations or 
departments of agents do not share work load, each organization or 
department can choose and implement different solutions to achieve 
different objectives except for a few system-wide parameters. In this call 
center environment, all administration decisions are made on a system...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Planning Your Call Center—CentreVu Advocate with EAS2-15
System Level 
Decisions Table
2
System-level decisions for call and agent selection need to be made for 
the entire call center. These decisions are used when administering 
agents that do not share organizations. The following table includes the 
decisions that should be made, the choices available, the expected 
results, the other call center solutions that the results...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Planning Your Call Center—CentreVu Advocate with EAS2-16
After Call 
Work (ACW) 
Considered 
IdleY=agent on 
MIA list when 
call drops, 
ACW not 
occupied 
timeIf a long 
ACW time, 
get another 
call quickly, 
lower 
computed 
agent 
occupancyMIA/LOA,
Percent 
AllocationSystem 
Parameters 
Features 
form
N*=agent is 
not on MIA 
list until ACW 
is done, ACW 
is occupied 
timeMore equal 
balance of 
work related 
time, higher...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Planning Your Call Center—CentreVu Advocate with EAS2-17
Organization 
Level Decisions
2
The following organization-level decisions need to be made on the Agent 
Login ID form and the Hunt Group Type form. It is recommended that 
these be set the same for all skills and agents within an organization:
lCall Handling Preference (CHP): The agent call handling 
preference (Greatest Need, Skill Level, or Percent Allocation) must 
be...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Planning Your Call Center—CentreVu Advocate with EAS2-18
Option ChoiceExpected 
Result Works WithWorks 
AgainstNot Used 
WithWhere 
Decided
Call Handling 
PreferenceGreatest 
NeedCalls are 
selected 
from skills 
based on 
wait time.UCD-MIA, 
UCD-LOA,
Service 
ObjectiveEAD-MIA,
EAD-LOATop Skill Agent Login 
ID form, 
CentreVu 
Supervisor
Skill Level Calls are 
selected 
from skills 
based on 
skill level of 
agent and 
wait...