Lucent Technologies Centrevu Advocate Release 8 User Guide

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-19
Item Description
Skill:Enter the name or number of the skill you want 
included in the report. You can enter a name only if it 
has been previously defined in the Dictionary 
subsystem. To complete the input field, do the 
following:
lType in the information requested.
lSelect the information from the pull-down list of 
previously used items. During each CMS 
session, Supervisor recalls the items you have 
selected for each input field. You can use the 
pull-down list to select an item for the input field.
lUse the Browse button to view all available items 
for the input field, and then select an item for the 
input field. When you click on the Browse button, 
a window opens that lets you select items for the 
input field.
Date:The day for which the report was run (selected in the 
report input window).
DestinationChoose a report destination. You can select View 
Report on Screen or Print Report on: and then use 
the Select Printer button to print the report on any 
Windows printer. The default printer is shown. 
						

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-20
Report Example4The following report is an example of a Graphical Skill Overload report.
Report Description4The following table describes the report fields for the time period covered 
by the report.
Report Heading DescriptionDatabase Item, Calculation 
or 
Date:The day for which the report was run (selected 
in the report input window).ROW_DATE
Split/Skill:The name or number of the skill that you are 
currently viewing.syn(SPLIT)
NormalThe time the skill spent under all of the 
thresholds.I_NORMTIME
Overload1The time the skill spent over threshold 1 and 
under threshold 2.I_OL1TIME
Overload2The time the skill spent over threshold 2. I_OL2TIME 
						

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-21
Integrated 
Graphical Skill 
Overload Report
4
This report shows the amount of time each specified skill has spent in 
normal versus overload conditions from the report start time until the 
report generation time since a specified start time in the last 24 hours.
This report is available only if you have purchased the Expert Agent 
Select (EAS) feature.
Things to Know for 
CentreVu Advocate4
Here are some things you need to know about this report.
lThe Graphical Skill Overload report is a vertical bar graph. 
lThe database items for the Graphical Skill Overload report are 
stored in the csplit (current interval) and hsplit (intrahour 
interval) table. 
Input Fields4This table describes the input fields on the Integrated Graphical Skill 
Overload Report input window
. You must fill in the fields to run the report.
Field Description
Skills:Enter the appropriate skill name(s). Any name you 
want to appear on the report must have been 
previously defined and entered in the Dictionary 
subsystem.
Report Data Start Time:Enter the day and time (either in military time or with 
AM/PM specified) you want the report to start 
collecting data. The time entered (or the time adjusted 
to the nearest previous interval start time relative to 
the entered time) is used to populate the Report Data 
Start Time field on the report.
NOTE: If no report start time is available, the start 
time will be midnight of the current day. The report 
start time must be less than 24 hours before the 
current time.
Refresh Every  SecondsEnter the number of seconds (3 to 600) to specify how 
rapidly 
CentreVu CMS should update the report data.
The default for the Refresh rate in seconds: field in 
this window is your assigned minimum refresh rate 
plus 15 seconds. To find out what your minimum 
refresh rate is, or to change it, check with your 
CentreVu CMS administrator. 
						

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-22
Report Example4This report is an example of a Graphical Skill Overload report.
Report Description4This table describes the report fields.  Enable Report ThresholdsCheck this box to turn on the thresholds for the report. 
Run MinimizedCheck this box to minimize the report.  Field Description
Report Heading DescriptionDatabase Item/ Calculation 
or 
Skill:The name or number of the skill that you are 
currently viewing.syn(SPLIT)
NormalThe time the skill spent under all of the 
thresholds.I_NORMTIME
Overload1The time the skill spent over threshold 1 and 
under threshold 2.I_OL1TIME
Overload2The time the skill spent over threshold 2. I_OL2TIME 
						

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-23
Modified Reports4The following existing reports have been modified to display Skill State in 
relation to administered skill thresholds, and can be used to verify the 
Any Media Solution:
Real-Time:
lMulti-ACD Report
lMulti-ACD Top Agent Report
lQueue/Top Agent Status Report
lQueue/Agent Status Report
lQueue/Agent Summary Report
lGraphical Skill Status Report
lGraphical Split/Skill Queue Report
lGraphical Top Skill Status Report
lSkill Status Report
lSkill Top Agent Report
lSplit/Skill Report
lSplit/Skill Top Agent Status Report
lDrill-Down Top Agent Work State Report
lDrill-Down Work State Report.
Integrated:
lGraphical Skill View Report
lSplit/Skill Comparison Report.
Skill State4The following Report Heading has been added to each of the modified 
reports:
Report Heading DescriptionDatabase Item, Calculation, 
or 
Skill StateCurrent state of this skill, compared to the 
administered thresholds.
Requires ECS R6 or later with 
CentreVu 
Advocate.syn(SKSTATE) 
						

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports4-24
VDN Report4The Historical VDN Report has been modified for CentreVu Advocate to 
include the following fields:
Agent Occupancy4The 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: Handle Any Media CentreVu® Advocate Release 8 User Guide
Things to Note4-25
Things to Note4
The following items must be noted when implementing this solution:
lAgents must be adequately trained on all media associated with 
their assigned skills.
lEnough agents must be video equipped to meet the objectives for 
that skill.
lReserve agents must be video equipped if they are assigned to that 
skill.
lIf you notice a trend toward increased time in overload state (in the 
reports), you may need to train or hire additional agents for that skill.
lWith call Selection Override off, standard skill level agents do not 
change their priorities when a skill goes over threshold; unless they 
are idle, standard agents will not change their call handling tasks to 
assist reserve skills in this implementation. See Chapter 2, “Custom 
CentreVu® Advocate Solutions” for more information.
lAcceptable service level must be administered with the same value 
on the 
DEFINITY ECS as in CentreVu Supervisor.
lGreatest Need agents give immediate attention to standard skills 
and reserve skills that are over threshold. 
						

							  Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Things to Note4-26 
						

							  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Overview5-1
5  Call Center Solution: Minimize Abandoned Calls
Overview5
A concern for many call centers is controlling abandoned calls. Many call 
center customers abandon before reaching an agent because the callers 
believe they have waited too long in queue. 
CentreVu® 
Advocate 
Features
5
This chapter discusses the following CentreVu Advocate features:
lPredicted Wait Time
lUniform Call Distribution-Least Occupied Agent (UCD-LOA)
lService Level Supervisor.
Use the 
CentreVu Supervisor reports presented in this chapter to verify that 
CentreVu Advocate is working.
Customer 
Example
5
A concert ticketing service has a typically long wait in queue for many callers. 
The ticketing service handles ticketing for local concerts: classical, popular 
artists, and special events. Many callers for the Classical skill are 
abandoning before they reach an agent because the Popular Artists skill has 
many more callers and, therefore, more agents to handle those calls. The 
call center supervisor wants to control the maximum wait time for the 
Classical skill while still giving good service to the more popular Special 
Events and Popular Artists skills. 
The callers in the Classical skill often abandon around 85 seconds, while 
callers in the Special Events skill abandon around 40 seconds, and those in 
the Popular Artists skill around 55 seconds. By using the solution in this 
chapter, maximum wait time is reduced for the Classical skill, yet the overall 
level of service for all skills remains high. In general, Service Objective for 
each skill will be set ten seconds below the average time to abandon for each 
skill. 
						

							  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Implementation5-2
Implementation5
Agent selection for this solution is based on a combination of agent 
expertise and availability, while calls are selected for these agents based 
on their predicted wait time in queue and/or call load per skill.
Agent Selection5The selection method assigned to the skill is Uniform Call Distribution-
Least Occupied Agent (UCD-LOA). All agents are assigned to the 
Popular Artists and Special Events skills. A subset of agents with special 
training are assigned to the Classical skill. Certain agents assigned to the 
Special Events and Popular Artists skills are designated reserve1 or 
reserve 2 agents for the Classical skill, based on their expertise with 
classical orders and their overall call load. The Average Speed of Answer 
(ASA) should also be determined for each skill to minimize the abandons 
per skill. Once the ASA is determined, the thresholds can be set below 
the average time to abandon on each skill and above the acceptable 
service level.
Call Selection5There are two call selection options that are implemented to achieve this 
solution: Predicted Wait Time and Service Level Supervisor
Predicted Wait 
Time
5
For the important but small Classical skill with just a few assigned agents, 
use Predicted Wait Time to even out the maximum wait time. Predicted 
Wait Time will improve Average Speed of Answer (ASA) for this skill. 
There may be a slight increase in wait time for the larger Popular Artists 
and Special Events skills.
Service Level 
Supervisor
5
By automatically adding agents to the Classical skill during peak call 
times, Service Level Supervisor will reduce both the Expected Wait Time 
and maximum wait time for the Classical skill, reducing the likelihood that 
callers for that skill will abandon before they reach an agent. This will 
occur if the Call Selection Override portion of Service Level Supervisor is 
ON (set to Yes on the System Parameters Features form).
NOTE: