Lucent Technologies Centrevu Advocate Release 8 User Guide

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Planning Your Call Center—CentreVu Advocate with EAS2-19
Within an 
Organization
2
In order to receive meaningful measurements to manage a single 
organization, the solutions implemented must be consistent for all agents 
and skills, and the solutions must be comparable (that is, the solutions 
must have the same objective or else not interact). 
Certain 
CentreVu Advocate solutions work in opposition to each other, 
and...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Planning Your Call Center—CentreVu Advocate with EAS2-20
Skill Level 
Decisions
2
When administering agents within an organization, decide if Service 
Level Supervisor? will be Y or N. If Yes (Y) is chosen, when a skill goes 
over an expected wait time threshold, additional reserve agent resources 
will be brought in to help the skill. If No (N) is chosen, then the existing 
agent resources will be required to handle the...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Planning Your Call Center—CentreVu Advocate with EAS2-21
Agent Level 
Decisions
2
The following agent-level decisions must be made on the Agent Login ID 
form or through 
CentreVu Supervisor when administering individual 
agents within an organization:
lSkill Mix: Each agent may have up to 20 skills administered. You 
must decide which mix of skills an individual agent will have.
lSkill Level: Each agent may be assigned a skill...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Planning Your Call Center—CentreVu Advocate with EAS2-22
Agent Level 
Decisions Table
2
Agent-level decisions for call and agent selection need to be made for 
individual agents within an organization. The following table includes the 
decisions that should be made, the choices available, the expected 
results, the other call center solutions that the results will work with, 
against, and is not used with, and where the...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Planning Your Call Center—CentreVu Advocate with EAS2-23
Call Center 
Example
2
In general, call selection and agent selection algorithms are paired to 
work together: An example is administering a call center to match the 
most qualified agent with the call that agent is best able to handle. The 
call selection method you would choose is the Skill Level agent call 
handling preference to select the call that the agent is most...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Combining CentreVu Advocate Solutions to Meet Call Center Needs2-24
Combining CentreVu Advocate Solutions to Meet Call 
Center Needs
2
Overview2Call center administrators may have many different objectives for 
matching callers with agents. In order to meet these objectives, call 
centers often have individual agents assigned to many different skills. 
The 
CentreVu Advocate features, in combination with existing EAS 
features,...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Combining CentreVu Advocate Solutions to Meet Call Center Needs2-25
Improve Overall 
Call Center 
Efficiency
2
To improve overall call center efficiency (call handling and agent 
occupancy), use UCD-LOA (best option) or EAD-LOA (better option) for 
agent selection to make the work load more uniform among agents. For 
call selection use the Greatest Need call handling preference, which 
lowers the average speed of answer;...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Combining CentreVu Advocate Solutions to Meet Call Center Needs2-26
Improve Agent 
Fairness
2
For agent selection, use UCD-LOA (best option) or EAD-LOA (better 
option) to make the work load more uniform among agents (in particular, 
those agents with many skills relative to agents with fewer skills). For call 
selection, use the Percent Allocation call handling preference and assign 
equal percentages to all agents for favored...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Combining CentreVu Advocate Solutions to Meet Call Center Needs2-27
Solution Works With Works Against Comments
When Agents Are Available
UCD-MIA
lService Level 
Supervisor
lService Objective
lGreatest Need
lDirect Agent Calls
lUCD-LOA
lEAD-MIA
lEAD-LOA
lPercent 
AllocationUCD-MIA is only used 
when agents are available 
for a call. It is compatible 
with other call selection 
methods, but not with the 
percent allocation call...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Combining CentreVu Advocate Solutions to Meet Call Center Needs2-28
EAD-LOAlService Level 
Supervisor
lService Objective
lSkill Level 
lDirect Agent Calls
lTop Skill
lUCD-MIA
lEAD-MIA
lUCD-LOA
lPercent 
AllocationEAD-LOA will make agent 
work load more uniform by 
selecting the least occupied 
agent in a skill for a call. 
Therefore, EAD-LOA works 
best with skill level 
solutions.
When Calls Are in Queue for One or More of an...