Lucent Technologies Centrevu Advocate Release 8 User Guide

							  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports3-19
VDN Report3The Historical VDN Report has been modified for CentreVu Advocate to 
include the following fields:
Historical Agent 
Summary and 
Agent Group 
Summary Reports
3
The Historical Agent Summary and Historical Agent Group Summary 
reports have been modified for 
CentreVu Advocate to include the 
following fields: Report Heading DescriptionDatabase Item, Calculation, or 

% Aban The percentage of calls to the 
VDN that abandoned.100 * ABNCALLS/INCALLS
% Busy The percentage of calls to the 
VDN that are busy.100 * BUSYCALLS/INCALLS
% Flow Out The percentage of inbound calls 
on the VDN that are directed 
(flowed out) to other VDNs.100 * OUTFLOWCALLS/INCALLS
Report Heading DescriptionDatabase Item, Calculation, or 

% Agent Occup 
w/ACWAgent occupancy, displayed as a 
percentage, including agent ACW 
time as work time.100 * (sum(I_RINGTIME + I_ACDTIME + 
I_ACDOTHERTIME + 
I_ACDAUX_OUTTIME + 
I_ACDAUXINTIME + I_ACWTIME)/sum 
(TI_STAFFTIME - TI_AUXTIME + 
I_ACDAUX_OUTTIME + 
I_ACDAUXINTIME))
% Agent Occup 
w/o ACWAgent occupancy, displayed as a 
percentage, not including agent 
ACW time as work time.100 * (sum(I_RINGTIME + I_ACDTIME + 
I_ACDOTHERTIME + 
I_ACDAUX_OUTTIME + 
I_ACDAUXINTIME)/sum (TI_STAFFTIME 
- TI_AUXTIME + I_ACDAUX_OUTTIME + 
I_ACDAUXINTIME)) 
						

							  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Things to Note3-20
Things to Note3
The following list includes some things to be aware of when implementing 
the maximizing revenues solution:
lIf the speed of answer for the Exclusive skill is too slow, additional 
agents should be trained for this specialty catalog.
lThe configuration described in this section will give the most calls to 
agents who have the highest revenue-generating potential, which 
could lead to agent burnout. To avoid this, consider giving more 
breaks to these agents.
lIf the number of agents in any skill is small, using many revenue-
generating skill levels will tend to emulate hot-seat distribution. For 
example, if one agent is assigned to each skill level, the call 
distribution will be “hot-seat” (always looks first to the level 1 agent, 
then the level 2 agent, and so on). To avoid hot-seat call distribution, 
define fewer levels of revenue generation (perhaps three to five 
levels).
lEnsure that you have administered the same value for the 
acceptable service level on the switch and through 
CentreVu 
Supervisor. 
						

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Overview4-1
4  Call Center Solution: Handle Any Media
Overview4
Many call centers are moving to an any media environment. Calls can be 
received through conventional telephones, e-mail, faxes, and video calls. 
CentreVu® Advocate can be used to equalize service between these media.
CentreVu 
Advocate 
Features
4
This chapter discusses the following CentreVu Advocate features:
lGreatest Need and Skill Level call handling preferences with Service 
Objective
lUniform Call Distribution-Least Occupied Agent (UCD-LOA)
lReserve agents with Service Level Supervisor.
Use the 
CentreVu Supervisor reports presented in this chapter to verify that 
CentreVu Advocate is working.
Customer 
Example
4
An outsourcing company has added the ability to handle e-mail requests, fax 
requests, voice calls, and video calls to its call center. To control costs and 
obtain contracts, the company wants to guarantee the following levels of 
service for these different media:
lE-mail: 2.75 hours
lFax: 2 hours
lVoice calls: 60 seconds
lVideo calls: 20 seconds. 
						

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Implementation4-2
Implementation4
Requests from each media come into vectors that queue the request to 
separate skills based on the media used by the caller.
Agent Selection4Uniform Call Distribution-Least Occupied Agent (UCD-LOA) is used to 
select agent for calls. Reserve agents are also staffed to help ensure that 
service levels for each skill are met. Thresholds for each skill are set 
above the acceptable service level to bring additional agents in 
automatically, prior to the committed wait time limit. The following 
thresholds are set:
lE-mail: 2.77 hours
lFax: 2.2 hours
lVoice calls: 65 seconds
lVideo calls: 25 seconds.
A few agents are dedicated to the e-mail and fax skills. Many more 
reserve agents are assigned to these two skills and only assist on the 
skill when the service times approach the pre-defined acceptable service 
levels.
Although two thresholds can be administered per skill through CentreVu 
Advocate, this example only uses one threshold per skill. Greatest Need 
agents will give reserve skill calls over threshold equal precedence with 
standard skills; that is, they will be given the call with the highest priority 
and longest wait time in queue. Since Call Selection Override is off for 
this solution, skill level agents will remain on their primary call handling 
tasks, and standard and reserve agents will be given a call if there are no 
calls waiting in their standard skills.
NOTE: 
						

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Implementation4-3
Call Selection4Agents are assigned a call handling preference of Greatest Need or Skill 
Level with Service Objective. Use Service Objective to ensure that skills 
with higher volume and shorter acceptable service levels (voice calls, for 
example) do not negatively affect service for skills with longer acceptable 
service levels (the E-mail skill requests might have an acceptable service 
level of 2.5 hours). Service Objective will select those calls that are the 
highest percentage of their administered thresholds. Greatest Need will 
select the call whose wait time for a skill is the highest percentage of the 
acceptable service level, while Skill Level will select the call with the 
highest skill level and whose wait time is the highest percentage of the 
acceptable service level. The following acceptable service levels are 
administered:
lE-mail skill: 2.75 hours
lFax skill: 2 hours
lVoice Calls skill: 60 seconds
lVideo Calls skill: 20 seconds.
Switch 
Administration
4
Several items must be administered on the switch administration forms 
for the any media business solution to work. See Chapter 11, “Administer 
CentreVu® Advocate on DEFINITY® ECS” for more information on switch 
administration.
Customer Options 4On the System Parameters Customer Options form, set the following 
fields:
lCentreVu Advocate? must be set to Y
lExpert Agent Selection (EAS)? must be set to Y.
Features 4On the System Parameters Features form, set the Call Selection 
Override? field to N (off).
Hunt Group 4On the Hunt Group form, set the following parameters:
lEnter the skill number on the command line.
lOn page 1, enter UCD-LOA in the Group Type: field.
lOn page 2, set the Acceptable Service Level:
lOn page 2, enter Y in the Service Level Supervisor field.
lOn page 2, set the Level 1 threshold (secs): 
						

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Implementation4-4
You may administer thresholds and acceptable service levels to a 
maximum value of 9999 seconds (about 2.77 hours).
Administer these parameters for the Fax skill:
lAcceptable Service Level:7200 seconds (2 hours) 
lLevel 1 threshold (secs): 7920 seconds (2.2 hours).
Administer these parameters for the Voice Calls skill: 
lAcceptable Service Level: 60 seconds 
lLevel 1 threshold (secs): 65 seconds. 
Administer these parameters for the Video Calls skill: 
lAcceptable Service Level: 20 seconds 
lLevel 1 threshold (secs): 25 seconds.
These values are determined by external commitments made to 
customers or clients. The threshold values are set slightly above the 
administered acceptable service levels to give agents time to respond 
before the average time to abandon is reached.
CentreVu 
Supervisor 
Administration
4
Agents need to have their call handling preferences set to Greatest Need 
or Skill Level with Service Objective, and then need to be assigned to the 
skills E-mail, Fax, Voice Calls, and Video Calls based on their level of 
expertise with each media (skill level). New Agent login IDs must have 
this administered on the 
DEFINITY Enterprise Communications Server 
(ECS) forms (see Chapter 11, “Administer 
CentreVu® Advocate on 
DEFINITY® ECS” for more information). Existing agents can have this 
administered using the following procedure. To create an agent pool, 
agents must be assigned the same skill level for each skill.
Change Agent 
Skills Dialog Box
4
On the Change Agent Skills dialog box, set an agent’s call handling 
preference to Greatest Need or Skill Level with Service Objective.
To administer an agent’s call handling preference, use the following 
steps:
1. Select Com
mands from the CentreVu Supervisor Controller.
2. Select A
gent Administration.
3. Select the Automatic Call Distribution (ACD) by entering the ACD in 
the text box or selecting an ACD from the drop-down history list.
NOTE: 
						

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Implementation4-5
4. Select Change Agent Skills on the Operations tab.
5. Select OK. The Select Agent/Template dialog box will display.
6.Select an agent by entering the agent’s name in the text box, using 
the drop-down history list or using the history button.
7. Select OK. The following Change Agent Skills dialog box will display 
with the selected agent’s information shown in the title bar. The 
Assigned Skills grid will display on the dialog box.
8. Select Call Handling Preference: Greatest Need or Call Handling 
Preference: Skill Level.
9. Select the Service Objective check box. 
10. Select Add Skills. The Add Agent Skills dialog box will display.
11. Add the E-mail, Fax, Voice Calls, and Video Calls skills for the agent 
based on the agent’s expertise. 
12. Set the agent’s skill level for each assigned skill.
13. Select OK to accept the assignment in the Add Agent Skill dialog 
box and OK in the Change Agent Skill dialog box.
Assigning Reserve 
Agents
4
Reserve agents in this solution are agents assigned a skill level of 
reserve1 (R1) for the skills that they are backing up (not set as their Top 
Skill). An agent may have a reserve1 skill level set for more than one  
						

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Implementation4-6
skill, in addition to their top skill and other skill(s) that may have skill 
levels of 2-16. Some agents are assigned only reserve skills. These 
agents do not take calls unless one of their skills are over threshold. To 
assign reserve agents to each of the four skills used in this solution, use 
the following steps on the Change Agent Skills form:
1. Select Call Handling Preference: Greatest Need or Call Handling 
Preference: Skill Level.
2. Select the Service Objective check box.
3. Select Add Skills. The Add Agent Skills dialog box will display.
4. Add the E-mail, Fax, Voice calls, and Video Calls skills for the agent 
based on the agent’s expertise.
5. Set the reserve agent’s skill level to reserve1 (R1) for each assigned 
skill that the agent will receive calls for only after that skill has 
exceeded its administered threshold.
6. Select OK to accept the assignment in both the Add Agent Skills 
and Change Agent Skills dialog boxes.
Options4If you have several agents that need to have the same assigned skills 
and skill levels, use the Agent Template options on the Change Agent 
Skills form to use the information for another agent.
1. Using procedures in the Chapter 6, “Agent Administration,” of the 
CentreVu® CMS R3V8 Administration document (585-210-910), 
define an agent template with the skill profiles you wish to apply to a 
group of agents .
2. Select the agent template in the Select Agent/Template dialog box. 
The Change Agent Skills dialog box will display with the skill profiles 
for that template displayed.
3. Select the Agent Name(s)/Login ID(s) check box and enter up to 
50 agents in the agent field or select up to 50 agents using the drop-
down list or Browse dialog box.
4. Select OK. 
CentreVu Supervisor will buffer the change agent skills requests and 
send them to the switch one at a time. A status dialog box will 
display with the status of each agent request. 
						

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Implementation4-7
Split/Skill Call 
Profile Setup 
Dialog Box 
4
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 dialog box is accessible from the 
Com
mands controller item, under Call Center Administration.
Field Descriptions4Use the following table for existing split/skill Acceptable Service Level 
administration. New splits/skills must be initially administered on the Hunt 
Group form. 
If the information on the Split/Skill Call Profile Setup Dialog Box is 
changed through 
CentreVu Supervisor, it must also be changed on the 
DEFINITY forms. See Chapter 11, “Administer CentreVu® Advocate on 
DEFINITY® ECS” for more information.
NOTE: 
						

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Implementation4-8
Field Use
Split(s)/Skill(s):Enter the split or skill number(s) or name(s) (must be 
previously assigned in the Dictionary subsystem) you are 
searching for or modifying.
Acceptable service level: 
(Required entry)Enter the number of seconds that it is acceptable for an 
ACD call to wait before connecting to an agent. This must 
be the same as the setting on the 
DEFINITY forms.
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 on). Each increment represents a 
progressively longer wait time for the call and is used for 
both answered and abandoned calls.