Lucent Technologies Centrevu Advocate Release 8 User Guide

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Combining CentreVu Advocate Solutions to Meet Call Center Needs2-29
Percent Allocation
(call handling 
preference)
lUCD-LOA
lService Level 
Supervisor
lDirect Agent Calls
lEAD-MIA
lSkill Level 
lGreatest Need
lPredicted Wait 
Time
lService 
Objective
lTop SkillPercent Allocation is a skill-
based agent call handling 
preference. It works well 
with UCD-LOA. It does not 
work well with EAD and 
MIA solutions.
Service Level...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Combining CentreVu Advocate Solutions to Meet Call Center Needs2-30
Top SkilllEAD-MIA
lEAD-LOA
lService Level 
Supervisor
lSkill Level
lPredicted Wait 
Time
lService Objective
lGreatest Need
lPercent 
AllocationTop skill is only used with 
Skill Level call handling 
preference to track agents 
that skills can count or to 
provide service. Top Skill is 
used to provide a dedicated 
agent pool for a particular 
skill. Solution...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Getting the Most from Your Call Center2-31
Getting the Most from Your Call Center2
For Best 
Performance
2
For optimal effectiveness and fairness in most situations, Lucent 
recommends that you use the following features and settings.
These are general recommendations. Every call center is unique, so if 
you implement these recommendations, track system performance 
closely for the first two weeks to ensure our recommendations...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Getting the Most from Your Call Center2-32
ACW Considered 
Idle?
2
In most call centers, ACW time is associated with a call and therefore is 
considered work time. If this is the case in your center, set ACW 
Considered Idle? to No (N).
Service Objective 
and Predicted Wait 
Time
2
Lucent Technologies recommends that Service Objective be used with 
Predicted Wait Time.
Matching 
Features to 
Goals
2
CentreVu Advocate features...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Getting the Most from Your Call Center2-33
Increasing 
operating flexibilityService Level Supervisor
Service Level Supervisor (SLS) 
automatically manages agents 
during periods of peak load. Using 
criteria you supply, SLS adds 
predefined reserve agents to the 
busiest skills when Expected Wait 
Time exceeds preset thresholds. 
When the reserve agents are no 
longer needed, SLS removes them 
from the skills. Your call center...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Getting the Most from Your Call Center2-34
Increasing 
customer 
satisfaction
(Contd)Service Objective
Service Objective allows you to 
preferentially select calls for your 
most important skills first—even if 
those skills don’t have the oldest 
calls. Set a lower Acceptable Service 
Level (ASL) for crucial skills and 
enable Service Objective for some or 
all of the agents in that skill. 
DEFINITY ECS will select calls from...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Getting the Most from Your Call Center2-35
Controlling Average Speed of Answer (ASA)
Lowering ASA for 
selected customersPercent Allocation
Allocate more of your agents’ time to 
important skills so that they will take 
more calls from those skills than from 
less important skills.
Predicted Wait Time
If you have important but small skills 
with just a few agents, use Predicted 
Wait Time to balance wait times 
between these...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Getting the Most from Your Call Center2-36
Controlling Abandonments
Minimizing 
abandonments by 
controlling 
maximum wait timeService Level Supervisor
By automatically adding agents to 
your most important skills during 
periods of peak load, Service Level 
Supervisor (SLS) will reduce 
Expected Wait Time and Average 
Speed of Answer for these skills, 
reducing the likelihood that callers 
will abandon.
UCD-LOA or EAD-LOA...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Getting the Most from Your Call Center2-37
Handling any media 
with different levels 
of serviceService Objective
If you are using your 
DEFINITY ECS 
to handle, faxes, e-mails, and video 
calls as well as voice calls, there may 
be large differences between the 
Acceptable Service Level (ASL) for 
different media. Use Service 
Objective to ensure that skills with 
higher volume and shorter ASLs 
(voice calls, for example) do...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Getting the Most from Your Call Center2-38
Managing Agents
Automatically move 
agents to respond 
to changes in call 
volumeService Level Supervisor
Service Level Supervisor (SLS) 
automatically manages agents 
during periods of peak load. Using 
criteria you supply, SLS adds 
predefined reserve and backup 
agents to the busiest skills when 
Expected Wait Time exceeds preset 
thresholds. When the reserve agents 
are no longer...