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Lucent Technologies Centrevu Advocate Release 8 User Guide
Lucent Technologies Centrevu Advocate Release 8 User Guide
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CentreVuâ Advocate Release 8 User Guide 585-210-927 Comcode 108502162 Issue 1 December 1999
Copyright© 1999 Lucent Technologies All Rights Reserved Printed in U.S.A. Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Your Responsibility for Your System’s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there may be a risk of toll fraud associated with your telecommunications system and, if toll fraud occurs, it can result in sub- stantial additional charges for your telecommunications services. You and your system manager are responsible for the security of your sys- tem, such as programming and configuring your equipment to prevent unauthorized use. The system manager is also responsible for reading all installation, instruction, and system administration documents provided with this product in order to fully understand the features that can intro- duce risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of common-carrier telecommunication ser- vices or facilities accessed through or connected to it. Lucent Technolo- gies will not be responsible for any charges that result from such unauthorized use. Lucent Technologies Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at 1-800-643-2353. Federal Communications Commission Statement Part 15: Class A Statement. This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commer- cial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communica- tions. Operation of this equipment in a residential area is likely to cause harmful interference, in which case the user will be required to correct the interference at his own expense. Part 15: Personal Computer Statement. This equipment has been certi- fied to comply with the limits for a Class B computing device, pursuant to Subpart J of Part 15 of FCC Rules. Only peripherals (computing input/ output devices, terminals, printers, etc.) certified to comply with the Class B limits may be attached to this computer. Operation with noncertified peripherals is likely to result in interference to radio and television recep- tion. Part 68: Answer-Supervision Signaling. Allowing this equipment to be operated in a manner that does not provide proper answer-supervision sig- naling is in violation of Part 68 rules. This equipment returns answer- supervision signals to the public switched network when: • Answered by the called station • Answered by the attendant • Routed to a recorded announcement that can be administered by the CPE user This equipment returns answer-supervision signals on all DID calls for- warded back to the public switched telephone network. Permissible exceptions are: • A call is unanswered • A busy tone is received • A reorder tone is receivedCanadian Department of Communications (DOC) Interference Information This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference regulations of the Canadian Department of Communications. Le Présent Appareil Nomérique n’émet pas de bruits radioélectriques dépassant les limites applicables aux appareils numériques de la class A préscrites dans le reglement sur le brouillage radioélectrique édicté par le ministére des Communications du Canada. TrademarkslCentreVu is a trademark of Lucent Technologies.lDEFINITY is a registered trademark of Lucent Technologies.lINFORMIX is a registered trademark of Informix Software, Inc.lSPARC trademarks, including SPARCserver are trademarks or registered trademarks of SPARC International Inc. SPARCserver is licensed exclusively to Sun Microsystems, Inc. Products bearing SPARC trademarks are based upon an acrhitecture developed by Sun Microsystems, Inc. lSun, Sun Microsystems, Sun Microsystems Computer Corporation, the Sun logo, the SMCC logo, SunLink, SunSelect, Solaris, and Solstice DiskSuite are trademarks or registered trademarks of Sun Microsystems, Inc. lUNIX is a registered trademark in the United States and other countries, licensed exclusively through X/Open Corporation. lMicrosoft, MS, MS-DOS, Access, Windows and Windows 95 are registered trademarks of Microsoft Corp. lAll other product names mentioned herein are the trademarks of their respective owners. Ordering Information Call: Lucent Technologies Publications Center Voice: 1-800-457-1235 International Voice: +1-317-361-5353 Fax: 1-800-457-1764 International Fax: +1-317-361-5355 Write: Lucent Technologies Publications Center P.O. Box 4100 Crawfordsville, IN 47933 U.S.A. Order: CentreVu® Advocate Release 8 User Guide Document No. 585-210-927 Comcode 108502162 Issue 1, December 1999 For additional documents, refer to the section entitled “Related Docu- ments” in the Preface. You can be placed on a Standing Order list for this and other documents you may need. Standing Order will enable you to automatically receive updated versions of individual documents or docu- ment sets, billed to account information that you provide. For more infor- mation on Standing Orders, or to be put on a list to receive future issues of this document, please contact the Lucent Technologies Publications Cen- ter. War ra n ty Lucent Technologies provides a limited warranty on this product. Refer to the “Limited use Software License Agreement” card provided with your package. European Union Declaration of Conformity Lucent Technologies Business Communications Systems declares that XXX equipment specified in this document conforms to the referenced European Union (EU) Directives and Harmonized Standards listed below: EMC Directive89/336/EEC Low Voltage Directive73/23/EEC The “CE” mark affixed to the equipment means that it conforms to the above Directives. Comments To comment on this document, return the comment card at the front of the document. Acknowledgment This document was developed by Lucent Technologies Global Learning Solutions Organization.
Table of Contents CentreVu® Advocate Release 8 User Guide CentreVu® Advocate Release 8 User Guide iii Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . P-1 Audience . . . . . . . . . . . . . . . . . . . P-1 Overview . . . . . . . . . . . . . . . . . . . P-1 Advocate Benefits . . . . . . . . . . . . . . . . P-1 Organization and Use of This Document . . . . . . . . . . P-2 Organization of Document . . . . . . . . . . . . . . P-2 Conventions Used in This Document . . . . . . . . . . . P-5 Report Examples . . . . . . . . . . . . . . . . . P-5 Related Documents . . . . . . . . . . . . . . . . . P-6 1 Introduction: CentreVu® Advocate . . . . . . . . . . . . . . . . . . 1-1 Overview . . . . . . . . . . . . . . . . . . . . . 1-1 Terminology . . . . . . . . . . . . . . . . . . 1-1 Agent and Call Selection . . . . . . . . . . . . . . 1-1 Call Selection Methods . . . . . . . . . . . . . . . . 1-2 Overview . . . . . . . . . . . . . . . . . . . 1-2 Understanding Call Selection . . . . . . . . . . . 1-2 Greatest Need . . . . . . . . . . . . . . . . . . 1-3 Administration . . . . . . . . . . . . . . . . 1-3 Skill Level . . . . . . . . . . . . . . . . . . . 1-3 Administration . . . . . . . . . . . . . . . . 1-3 Percent Allocation . . . . . . . . . . . . . . . . 1-4 Administration . . . . . . . . . . . . . . . . 1-4 Result . . . . . . . . . . . . . . . . . . . 1-4 Service Objective . . . . . . . . . . . . . . . . . 1-4 Description . . . . . . . . . . . . . . . . . 1-4 Call Selection Method . . . . . . . . . . . . . . 1-5 Administration . . . . . . . . . . . . . . . . 1-5 Result . . . . . . . . . . . . . . . . . . . 1-5 Predicted Wait Time . . . . . . . . . . . . . . . . 1-6 Description . . . . . . . . . . . . . . . . . 1-6 Call Selection Method—Example . . . . . . . . . . 1-6 Administration . . . . . . . . . . . . . . . . 1-6 Service Level Supervisor . . . . . . . . . . . . . . 1-6 Thresholds . . . . . . . . . . . . . . . . . 1-7 Reserve Agent Activation . . . . . . . . . . . . 1-7 Call Selection Override . . . . . . . . . . . . . 1-7 Result . . . . . . . . . . . . . . . . . . . 1-9
CentreVu® Advocate Release 8 User Guide iv Agent Selection Methods . . . . . . . . . . . . . . . 1-10 Overview . . . . . . . . . . . . . . . . . . . 1-10 Least Occupied Agent . . . . . . . . . . . . . . . 1-10 Agent Selection . . . . . . . . . . . . . . . . 1-10 LOA and AUX Time . . . . . . . . . . . . . . . 1-10 Administration . . . . . . . . . . . . . . . . 1-11 Result . . . . . . . . . . . . . . . . . . . 1-11 EAD-LOA . . . . . . . . . . . . . . . . . . 1-11 UCD-LOA . . . . . . . . . . . . . . . . . . 1-11 Most Idle Agent . . . . . . . . . . . . . . . . . 1-11 EAD-MIA . . . . . . . . . . . . . . . . . . 1-11 Administration . . . . . . . . . . . . . . . . 1-12 UCD-MIA . . . . . . . . . . . . . . . . . . . 1-12 Administration . . . . . . . . . . . . . . . . 1-12 2Custom CentreVu® Advocate Solutions . . . . . . . . . . . . . . . . 2-1 Overview . . . . . . . . . . . . . . . . . . . . . 2-1 Additional Information . . . . . . . . . . . . . 2-1 Call and Agent Selection . . . . . . . . . . . . . . . . 2-2 Introduction . . . . . . . . . . . . . . . . . . 2-2 Understanding Call Selection . . . . . . . . . . . . . 2-2 Service Objective . . . . . . . . . . . . . . . 2-2 Predicted Wait Time . . . . . . . . . . . . . . 2-3 Understanding Agent Selection . . . . . . . . . . . . 2-3 Least Occupied Agent . . . . . . . . . . . . . . 2-3 LOA and AUX Time . . . . . . . . . . . . . . . 2-4 Agent Call Handling Table . . . . . . . . . . . . 2-4 Considerations . . . . . . . . . . . . . . . . 2-5 Direct Agent Calls . . . . . . . . . . . . . . . 2-6 Top Skill . . . . . . . . . . . . . . . . . . 2-6 Service Level Supervisor . . . . . . . . . . . . . . 2-7 Thresholds . . . . . . . . . . . . . . . . . 2-7 Reserve Agent Activation . . . . . . . . . . . . 2-8 Call Selection Override . . . . . . . . . . . . . 2-8 Call Selection Override ON . . . . . . . . . . . . 2-8 Planning Your Call Center— CentreVu Advocate with EAS. . . . . 2-13 Introduction . . . . . . . . . . . . . . . . . . 2-13 Separate Organizations . . . . . . . . . . . . . . . 2-14 System Level Decisions . . . . . . . . . . . . . 2-14 System Level Decisions Table . . . . . . . . . . . 2-15 Organization Level Decisions . . . . . . . . . . . . . 2-17 Organization Level Decisions Table . . . . . . . . . 2-17 Within an Organization . . . . . . . . . . . . . . . 2-19 Skill Level Decisions . . . . . . . . . . . . . . 2-20 Skill Level Decision Table . . . . . . . . . . . . 2-20 Agent Level Decisions . . . . . . . . . . . . . 2-21 Agent Level Decisions Table . . . . . . . . . . . 2-22 Call Center Example . . . . . . . . . . . . . . . . 2-23 Combining CentreVu Advocate Solutions to Meet Call Center Needs . 2-24 Overview . . . . . . . . . . . . . . . . . . . 2-24
CentreVu® Advocate Release 8 User Guide v Match Caller With Most Qualified Agent . . . . . . . . . 2-24 Build Stronger Relationships with Some Customers . . . . . 2-24 Improve Overall Call Center Efficiency . . . . . . . . . . 2-25 Help Schedule Agents with Multiple Skills . . . . . . . . 2-25 Treat All Agents the Same . . . . . . . . . . . . . . 2-25 Treat Some Agents Differently . . . . . . . . . . . . 2-25 Improve Agent Fairness . . . . . . . . . . . . . . 2-26 Automate Supervisor Actions . . . . . . . . . . . . 2-26 Combining CentreVu Advocate Solutions Table . . . . . . 2-26 Getting the Most from Your Call Center . . . . . . . . . . . 2-31 For Best Performance . . . . . . . . . . . . . . . 2-31 Least Occupied Agent vs. Most Idle Agent . . . . . . . 2-31 Predicted Wait Time vs. Current Wait Time . . . . . . . 2-31 ACW Considered Idle? . . . . . . . . . . . . . 2-32 Service Objective and Predicted Wait Time . . . . . . . 2-32 Matching Features to Goals . . . . . . . . . . . . . 2-32 3 Call Center Solution: Maximize Revenues . . . . . . . . . . . . . . . 3-1 Overview . . . . . . . . . . . . . . . . . . . . . 3-1 CentreVu ® Advocate Features . . . . . . . . . . . . 3-1 Customer Example . . . . . . . . . . . . . . . . 3-1 Implementation . . . . . . . . . . . . . . . . . . . 3-2 Agent Selection . . . . . . . . . . . . . . . . 3-2 Call Selection . . . . . . . . . . . . . . . . 3-2 Switch Administration . . . . . . . . . . . . . . . 3-2 Customer Options . . . . . . . . . . . . . . . 3-2 Hunt Group . . . . . . . . . . . . . . . . . 3-2 CentreVu Supervisor Administration . . . . . . . . . . 3-3 Change Agent Skills Dialog Box . . . . . . . . . . 3-3 Split/Skill Call Profile Setup Dialog Box . . . . . . . . . 3-5 Field Descriptions . . . . . . . . . . . . . . . 3-5 Verifying the Solution Through Reports . . . . . . . . . . . 3-7 Reports . . . . . . . . . . . . . . . . . . . . 3-7 Additional Information . . . . . . . . . . . . . 3-7 Database Items and Calculations . . . . . . . . . . 3-8 Real-Time Split/Skill Call Profile Report . . . . . . . . . 3-8 Things to Know for CentreVu Advocate . . . . . . . . 3-8 Report Example . . . . . . . . . . . . . . . . 3-9 Report Description . . . . . . . . . . . . . . . 3-9 Real-Time Queue/Agent Status Report . . . . . . . . . 3-11 Things to Know for CentreVu Advocate . . . . . . . . 3-12 Report Example . . . . . . . . . . . . . . . . 3-12 Report Description . . . . . . . . . . . . . . . 3-12 Historical Split/Skill Call Profile Report . . . . . . . . . 3-15 Things to Know for CentreVu Advocate . . . . . . . . 3-15 Report Example . . . . . . . . . . . . . . . . 3-16 Report Description . . . . . . . . . . . . . . . 3-16 Historical Split/Skill Graphical ASA Report . . . . . . . . . . . . . . . 3-17 Things to Know for CentreVu Advocate . . . . . . . . 3-17
CentreVu® Advocate Release 8 User Guide vi Report Example . . . . . . . . . . . . . . . . 3-17 Report Description . . . . . . . . . . . . . . . 3-18 VDN Report . . . . . . . . . . . . . . . . . 3-19 Historical Agent Summary and Agent Group Summary Reports . . . . . . . . . . . . . . . 3-19 Things to Note . . . . . . . . . . . . . . . . . . . 3-20 4 Call Center Solution: Handle Any Media . . . . . . . . . . . . . . . . 4-1 Overview . . . . . . . . . . . . . . . . . . . . . 4-1 CentreVu Advocate Features . . . . . . . . . . . . . 4-1 Customer Example . . . . . . . . . . . . . . . . 4-1 Implementation . . . . . . . . . . . . . . . . . . . 4-2 Agent Selection . . . . . . . . . . . . . . . . 4-2 Call Selection . . . . . . . . . . . . . . . . 4-3 Switch Administration . . . . . . . . . . . . . . . 4-3 Customer Options . . . . . . . . . . . . . . . 4-3 Features . . . . . . . . . . . . . . . . . . 4-3 Hunt Group . . . . . . . . . . . . . . . . . 4-3 CentreVu Supervisor Administration . . . . . . . . . . 4-4 Change Agent Skills Dialog Box . . . . . . . . . . 4-4 Assigning Reserve Agents . . . . . . . . . . . . 4-5 Options . . . . . . . . . . . . . . . . . . 4-6 Split/Skill Call Profile Setup Dialog Box . . . . . . . . . 4-7 Field Descriptions . . . . . . . . . . . . . . . 4-7 Verifying the Solution Through Reports . . . . . . . . . . . 4-9 Reports . . . . . . . . . . . . . . . . . . . . 4-9 Additional Reports . . . . . . . . . . . . . . . 4-9 Database Items and Calculations . . . . . . . . . . 4-9 Real-Time Graphical Skill Overload Report . . . . . . . . 4-10 Things to Know for CentreVu Advocate . . . . . . . . 4-10 Input Fields . . . . . . . . . . . . . . . . . 4-11 Report Example . . . . . . . . . . . . . . . . 4-12 Report Description . . . . . . . . . . . . . . . 4-12 Real-Time Graphical Staffing Profile Report . . . . . . . . 4-13 Things to Know for CentreVu Advocate . . . . . . . . 4-13 Input Fields . . . . . . . . . . . . . . . . . 4-14 Report Example . . . . . . . . . . . . . . . . 4-15 Report Description . . . . . . . . . . . . . . . 4-15 Historical Graphical Skill Overload Report . . . . . . . . 4-18 Things to Know for CentreVu Advocate . . . . . . . . 4-18 Input Fields . . . . . . . . . . . . . . . . . 4-18 Report Example . . . . . . . . . . . . . . . . 4-20 Report Description . . . . . . . . . . . . . . . 4-20 Integrated Graphical Skill Overload Report . . . . . . . . 4-21 Things to Know for CentreVu Advocate . . . . . . . . 4-21 Input Fields . . . . . . . . . . . . . . . . . 4-21 Report Example . . . . . . . . . . . . . . . . 4-22 Report Description . . . . . . . . . . . . . . . 4-22 Modified Reports . . . . . . . . . . . . . . . . . 4-23 Skill State . . . . . . . . . . . . . . . . . . 4-23
CentreVu® Advocate Release 8 User Guide vii VDN Report . . . . . . . . . . . . . . . . . 4-24 Agent Occupancy . . . . . . . . . . . . . . . 4-24 Things to Note . . . . . . . . . . . . . . . . . . . 4-25 5 Call Center Solution: Minimize Abandoned Calls. . . . . . . . . . . . . 5-1 Overview . . . . . . . . . . . . . . . . . . . . . 5-1 CentreVu ® Advocate Features . . . . . . . . . . . . 5-1 Customer Example . . . . . . . . . . . . . . . . 5-1 Implementation . . . . . . . . . . . . . . . . . . . 5-2 Agent Selection . . . . . . . . . . . . . . . . . 5-2 Call Selection . . . . . . . . . . . . . . . . . . 5-2 Predicted Wait Time . . . . . . . . . . . . . . 5-2 Service Level Supervisor . . . . . . . . . . . . . 5-2 Switch Administration . . . . . . . . . . . . . . . 5-3 Customer Options . . . . . . . . . . . . . . . 5-3 Features . . . . . . . . . . . . . . . . . . 5-3 Hunt Group . . . . . . . . . . . . . . . . . 5-3 CentreVu Supervisor Administration . . . . . . . . . . 5-4 Change Agent Skills Dialog Box . . . . . . . . . . 5-4 Options . . . . . . . . . . . . . . . . . . 5-5 Split/Skill Call Profile Setup Dialog Box . . . . . . . . . 5-6 Field Descriptions . . . . . . . . . . . . . . . 5-6 Verifying the Solution Through Reports . . . . . . . . . . . 5-8 Reports . . . . . . . . . . . . . . . . . . . . 5-8 Additional Reports . . . . . . . . . . . . . . . 5-8 Additional Information . . . . . . . . . . . . . 5-8 Database Items and Calculations . . . . . . . . . . 5-8 Real-Time Split/Skill Call Profile Report . . . . . . . . . 5-9 Things to Know for CentreVu Advocate . . . . . . . . 5-9 Report Example . . . . . . . . . . . . . . . . 5-9 Report Description . . . . . . . . . . . . . . . 5-10 Real-Time Queue/Agent Status Report . . . . . . . . . 5-11 Things to Know for CentreVu Advocate . . . . . . . . 5-11 Report Example . . . . . . . . . . . . . . . . 5-11 Report Description . . . . . . . . . . . . . . . 5-12 Historical Split/Skill Call Profile Report . . . . . . . . . 5-14 Things to Know for CentreVu Advocate . . . . . . . . 5-14 Report Example . . . . . . . . . . . . . . . . 5-14 Report Description . . . . . . . . . . . . . . . 5-15 Historical Split/Skill Graphical ASA Report . . . . . . . . 5-16 Things to Know for CentreVu Advocate . . . . . . . . 5-16 Report Example . . . . . . . . . . . . . . . . 5-16 Report Description . . . . . . . . . . . . . . . 5-17 Historical VDN Graphical Busy/Abandon/ Disconnect Comparison Report . . . . . . . . . . . . 5-18 Things to Know for CentreVu Advocate . . . . . . . . 5-18 Report Example . . . . . . . . . . . . . . . . 5-18 Report Description . . . . . . . . . . . . . . . 5-18 Modified Report . . . . . . . . . . . . . . . . . 5-19
CentreVu® Advocate Release 8 User Guide viii Things to Note . . . . . . . . . . . . . . . . . . . 5-19 6 Call Center Solution: Automate Agent Moves . . . . . . . . . . . . . . 6-1 Overview . . . . . . . . . . . . . . . . . . . . . 6-1 CentreVu ® Advocate Feature . . . . . . . . . . . . . 6-1 Customer Example . . . . . . . . . . . . . . . . 6-1 Implementation . . . . . . . . . . . . . . . . . . . 6-2 Agent Selection . . . . . . . . . . . . . . . . 6-2 Call Selection . . . . . . . . . . . . . . . . 6-2 Switch Administration . . . . . . . . . . . . . . . 6-3 Customer Options . . . . . . . . . . . . . . . 6-3 Features . . . . . . . . . . . . . . . . . . 6-3 Hunt Group . . . . . . . . . . . . . . . . . 6-3 CentreVu Supervisor Administration . . . . . . . . . . 6-4 Change Agent Skills Dialog Box . . . . . . . . . . 6-4 Options . . . . . . . . . . . . . . . . . . 6-6 Split/Skill Call Profile Setup Dialog Box . . . . . . . . . 6-6 Field Descriptions . . . . . . . . . . . . . . . 6-7 Verifying the Solution Through Reports . . . . . . . . . . . 6-8 Reports . . . . . . . . . . . . . . . . . . . . 6-8 Modified Reports . . . . . . . . . . . . . . . 6-9 Drill-Down Reports . . . . . . . . . . . . . . . 6-9 Additional Information . . . . . . . . . . . . . 6-9 Database Items and Calculations . . . . . . . . . . 6-9 Real-Time Graphical Staffing Profile Report . . . . . . . . 6-9 Things to Know for CentreVu Advocate . . . . . . . . 6-9 Input Fields . . . . . . . . . . . . . . . . . 6-10 Report Example . . . . . . . . . . . . . . . . 6-11 Report Description . . . . . . . . . . . . . . . 6-11 Real-Time Graphical Active Agents Report . . . . . . . . 6-14 Things to Know for CentreVu Advocate . . . . . . . . 6-14 Input Fields . . . . . . . . . . . . . . . . . 6-15 Report Example . . . . . . . . . . . . . . . . 6-16 Report Description . . . . . . . . . . . . . . . 6-16 Reserve1 AUX Agents Report. . . . . . . . . . . . . 6-19 Things to Know for CentreVu Advocate . . . . . . . . 6-19 Report Example . . . . . . . . . . . . . . . . 6-20 Report Description . . . . . . . . . . . . . . . 6-20 Reserve2 AUX Agents Report. . . . . . . . . . . . . 6-22 Things to Know for CentreVu Advocate . . . . . . . . 6-22 Report Example . . . . . . . . . . . . . . . . 6-23 Report Description . . . . . . . . . . . . . . . 6-23 Modified Reports . . . . . . . . . . . . . . . . . 6-25 Real-Time Multi-ACD Top Agent Report . . . . . . . . 6-25 Real-Time Queue/Top Agent Status Report . . . . . . . 6-26 Real-Time Graphical Top Skill Status Report . . . . . . 6-27 Real-Time Skill Top Agent Report . . . . . . . . . . 6-27 Drill-Down Top Agent Work State Report . . . . . . . 6-28 Drill-Down Work State Report . . . . . . . . . . . 6-29 Integrated Graphical Split/Skill View Report . . . . . . 6-29
CentreVu® Advocate Release 8 User Guide ix Things to Note . . . . . . . . . . . . . . . . . . . 6-30 7 Call Center Solution: Make Average Speed of Answer More Uniform . . . . 7-1 Overview . . . . . . . . . . . . . . . . . . . . . 7-1 CentreVu Advocate Features . . . . . . . . . . . . . 7-1 Customer Example . . . . . . . . . . . . . . . . 7-1 Implementation . . . . . . . . . . . . . . . . . . . 7-2 Option A: Agent Selection . . . . . . . . . . . . 7-2 Option B: Agent Selection . . . . . . . . . . . . 7-2 Call Selection . . . . . . . . . . . . . . . . 7-2 Switch Administration . . . . . . . . . . . . . . . 7-3 Customer Options . . . . . . . . . . . . . . . 7-3 Features . . . . . . . . . . . . . . . . . . 7-3 Hunt Group . . . . . . . . . . . . . . . . . 7-3 CentreVu Supervisor Administration . . . . . . . . . . 7-3 Change Agent Skills Dialog Box . . . . . . . . . . 7-3 Options . . . . . . . . . . . . . . . . . . 7-4 Verifying the Solution Through Reports . . . . . . . . . . . 7-6 Reports . . . . . . . . . . . . . . . . . . . . 7-6 Additional Reports . . . . . . . . . . . . . . . 7-6 Additional Information . . . . . . . . . . . . . 7-7 Database Items and Calculations . . . . . . . . . . 7-7 Real-Time Split/Skill Report . . . . . . . . . . . . . 7-7 Things to Know for CentreVu Advocate . . . . . . . . 7-7 Report Example . . . . . . . . . . . . . . . . 7-8 Report Description . . . . . . . . . . . . . . . 7-8 Historical Split/Skill Graphical ASA Report . . . . . . . . . . . . . . . 7-9 Things to Know for CentreVu Advocate . . . . . . . . 7-9 Report Example . . . . . . . . . . . . . . . . 7-10 Report Description . . . . . . . . . . . . . . . 7-10 Historical Split/Skill Graphical ASA Daily Report . . . . . . 7-11 Things to Know for CentreVu Advocate . . . . . . . . 7-11 Report Example . . . . . . . . . . . . . . . . 7-11 Report Description . . . . . . . . . . . . . . . 7-12 Historical System Graphical Maximum Delay Report . . . . . 7-12 Things to Know for CentreVu Advocate . . . . . . . . 7-12 Report Example . . . . . . . . . . . . . . . . 7-13 Report Description . . . . . . . . . . . . . . . 7-13 Modified Reports . . . . . . . . . . . . . . . . . 7-14 Things to Note . . . . . . . . . . . . . . . . . . . 7-15 8 Call Center Solution: Better Serve Selected Callers . . . . . . . . . . . 8-1 Overview . . . . . . . . . . . . . . . . . . . . . 8-1 CentreVu ® Advocate Features . . . . . . . . . . . . 8-1 Customer Example . . . . . . . . . . . . . . . . 8-1 Implementation . . . . . . . . . . . . . . . . . . . 8-2 Agent Selection . . . . . . . . . . . . . . . . 8-2
CentreVu® Advocate Release 8 User Guide x Call Selection . . . . . . . . . . . . . . . . 8-2 Switch Administration . . . . . . . . . . . . . . . 8-2 Customer Options . . . . . . . . . . . . . . . 8-2 Features . . . . . . . . . . . . . . . . . . 8-3 Hunt Group . . . . . . . . . . . . . . . . . 8-3 CentreVu Supervisor Administration . . . . . . . . . . 8-3 Change Agent Skills Dialog Box . . . . . . . . . . 8-3 Options . . . . . . . . . . . . . . . . . . 8-4 Split/Skill Call Profile Setup Dialog Box . . . . . . . . . 8-5 Field Descriptions . . . . . . . . . . . . . . . 8-5 Verifying the Solution Through Reports . . . . . . . . . . . 8-7 Reports . . . . . . . . . . . . . . . . . . . . 8-7 Additional Reports . . . . . . . . . . . . . . . 8-7 Additional Information . . . . . . . . . . . . . 8-7 Database Items and Calculations . . . . . . . . . . 8-7 Real-Time Graphical Split/Skill Call Profile Report . . . . . . 8-8 Things to Know for CentreVu Advocate . . . . . . . . 8-8 Report Example . . . . . . . . . . . . . . . . 8-8 Report Description . . . . . . . . . . . . . . . 8-9 Historical Split/Skill Call Profile Report . . . . . . . . . 8-10 Things to Know for CentreVu Advocate . . . . . . . . 8-10 Report Example . . . . . . . . . . . . . . . . 8-10 Report Description . . . . . . . . . . . . . . . 8-11 Historical Split/Skill Graphical Multi-ACD Service Level Daily Report . . . . . . . . . . . . . . . . . . . . 8-12 Things to Know for CentreVu Advocate . . . . . . . . 8-12 Report Example . . . . . . . . . . . . . . . . 8-12 Report Description . . . . . . . . . . . . . . . 8-13 Modified Reports . . . . . . . . . . . . . . . . . 8-13 Real-Time Queue/Top Agent Status Report . . . . . . . 8-13 Real-Time Queue/Agent Status Report . . . . . . . . 8-14 Integrated Graphical Split/Skill View Report . . . . . . 8-14 Things to Note . . . . . . . . . . . . . . . . . . . 8-15 9 Call Center Solution: Control Agent Time in Skill . . . . . . . . . . . . 9-1 Overview . . . . . . . . . . . . . . . . . . . . . 9-1 CentreVu ® Advocate Features . . . . . . . . . . . . 9-1 Customer Example . . . . . . . . . . . . . . . . 9-1 Implementation . . . . . . . . . . . . . . . . . . . 9-2 Agent Selection . . . . . . . . . . . . . . . . 9-2 Call Selection . . . . . . . . . . . . . . . . 9-2 Switch Administration . . . . . . . . . . . . . . . 9-3 Customer Options . . . . . . . . . . . . . . . 9-3 Features . . . . . . . . . . . . . . . . . . 9-3 Hunt Group . . . . . . . . . . . . . . . . . 9-3 CentreVu Supervisor Administration . . . . . . . . . . 9-3 Change Agent Skills Dialog Box . . . . . . . . . . 9-4 Options . . . . . . . . . . . . . . . . . . 9-5 Verifying the Solution Through Reports . . . . . . . . . . . 9-6