Lucent Technologies Centrevu Advocate Release 8 User Guide

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Getting the Most from Your Call Center2-39
Evenly distribute 
the workload among 
all agentsPercent Allocation
Percent Allocation allows you to 
evenly distribute calls to a skill to all 
the agents assigned to that skill. To 
do this, assign equal percentages for 
the skill to all agents assigned to that 
skill. (For example, if all agents 
assigned to skill 1 have a percent 
allocation of 25% for the skill, 
DEFINITY ECS will...

  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Getting the Most from Your Call Center2-40 

  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Overview3-1
3  Call Center Solution: Maximize Revenues
Overview3
Maximizing revenue through efficient use of the call center is an important 
component of overall business strategy. One way to address this need is to 
reduce the average speed of answer and abandon rate for preferred call 
types by improving the service level for certain, high-revenue generating 
skills and by assigning agents to specific skills based on...

  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Implementation3-2
Implementation3
Callers wanting items from the exclusive catalog are identified by the 
“800” number dialed using Dialed Number Identification Service (DNIS). 
These calls are directed to a special vector that queues to the “Exclusive” 
skill. The top 10 percent spending customers are identified by an 
Automatic Number Identification (ANI) lookup table and queued to the 
“Top Ten” skill. All other...

  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Implementation3-3
To determine the acceptable service level in general, review the abandon 
call profiles for each skill and target a service time that will minimize 
abandons. For example, set the acceptable service level at five seconds 
below the average time to abandon for a particular skill.
CentreVu 
Supervisor 
Administration
3
Agents need to have their call handling preferences set to Greatest Need 
with Service...

  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Implementation3-4
8. Select Call Handling Preference: Greatest Need.
9. Select the Service Objective check box.
10. Select Add Skills.
11. Add the Exclusive, Top Ten, and Orders skills for the agent if 
appropriate.
12.Set the agent’s skill level for each assigned skill based on the 
agent’s ability to generate revenue.
13. Select OK to accept the assignment.  

  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Implementation3-5
Split/Skill Call 
Profile Setup 
Dialog Box
3
Use the Split/Skill Call Profile Setup dialog box, shown below, to specify 
an acceptable service level for calls to wait in queue before being 
answered and to define the service level increments for splits/skills. The 
Split/Skill Call Profile Setup window is accessed from the Com
mands 
controller item, under C
all Center Administration.
Field...

  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Implementation3-6
Service level increments 
(seconds): (Required entry)Enter a progressively greater number of seconds in each “to” field. 
The seconds before and after each word “to” define an increment in 
seconds of wait time. For example,”0 to 5 to 10 to 25...” means 0-5, 
6-10, and 11-25, and so on. Each of the nine increments can vary in 
length (for example, 0 to 15, 16 to 20, 21 to 26, 27 to 38, 39 to 43, 
and so...

  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports3-7
Verifying the Solution Through Reports3
The average speed of answer for the Top Ten skill will be lower than the 
Orders skills. If the Exclusive skill has an appropriate amount of staff, it 
will also have a lower average speed of answer than the Orders skill. The 
percentage of abandoned calls should also be lower for the Exclusive 
and Top Ten skills, unless these callers have a...

  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports3-8
Database Items and 
Calculations
3
New database items and calculations for CentreVu Advocate, along with 
modified, existing database items, are described in Chapter 13, 
“
CentreVu® Advocate Database Items and Calculations.” Existing 
database items and calculations are described in the 
CentreVu CMS 
R3V8 Database Items and Calculations 
(585-210-939) document.
Real-Time...