Lucent Technologies Centrevu Advocate Release 8 User Guide

							  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Implementation5-3
Switch 
Administration
5
Several items must be administered on the switch administration forms 
for this business solution to work. See Chapter 11, “Administer 
CentreVu® Advocate on DEFINITY® ECS” for more information on switch 
administration. Before administering the solution on the 
DEFINITY 
switch, determine what value the thresholds should be to minimize 
abandons for each skill by setting up and viewing call profiles. The 
average times to abandon will be used as the Acceptable Service Levels. 
See Real-Time Split/Skill Call Profile Report
 and Historical Split/Skill 
Call Profile Report in this chapter.
Customer Options 5On 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 5On the System Parameters Features form, set the following fields:
lCall Selection Measurement: set to predicted-wait-
time.
lService Level Supervisor Call Selection Override 
should be set to Y (the default with Service Level Supervisor).
Hunt Group 5On 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.
lTo use Service Level Supervisor, the Skill? field must be set to Y.
lOn page 2, set the Expected Call Handling Time (sec): 
field to 75 seconds.
lIf you are using Service Level Supervisor, on page 2, set the 
Service Level Supervisor? field to Y. 
lAdminister the following thresholds: Level 1: 90 seconds, Level 2: 
150 seconds.
Administer these parameters for the Special Events skill, setting the 
Acceptable Service Level: to 40 seconds. Administer these 
parameters for the Popular Artists skill, setting the Acceptable 
Service Level: to 55 seconds, with corresponding level 1 and level 2 
thresholds for each skill. 
						

							  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Implementation5-4
CentreVu 
Supervisor 
Administration
5
Agents need to have their call handling preferences set to Greatest Need 
with Service Objective, and then need to be assigned to the skills 
Classical, Special Events, and Popular Artists based on their expertise. 
New Agents must have this administered on the 
DEFINITY ECS forms 
(see Chapter 11, “Administer 
CentreVu® Advocate on DEFINITY® ECS” 
for more information) and must log in for the changes to take effect. 
Existing agents can have this administered using the following 
procedure.
Change Agent 
Skills Dialog Box
5
On the Change Agent Skills dialog box, set an agent’s call handling 
preference to Greatest Need 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.
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. 
						

							  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Implementation5-5
8. Select Call Handling Preference: Greatest Need.
9. Select the Service Objective check box.
10. Select Add Skills. The Add Agent Skills dialog box will display.
11. Add the Classical, Special Events, and Popular Artists skills for the 
agent based on the agent’s expertise. The Assigned Skills grid will 
display.
12. Set the agent’s skill level for each assigned skill. 
If the agent is assigned to the Classical skill, assign a skill level of 1 
for that skill.
If an agent is to have the skill as a reserve skill (the agent is not 
assigned to Classical as a top skill), select the reserve level: 1 or 2.
13. Select OK to accept the assignment on the Add Skills dialog box 
and select OK on the Change Agent Skills dialog box.
Options5If 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 . 
						

							  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Implementation5-6
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.
Split/Skill Call 
Profile Setup 
Dialog Box 
5
Use the Split/Skill Call Profile Setup dialog box 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 C
all Center Administration.
Field Descriptions5Use 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: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Implementation5-7
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. 
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.
To get finer detail regarding when most callers abandon from 
the skill, use smaller time increments in the Service Level 
Increments fields around the average time to abandon. For 
example, if the average time to abandon is 40 seconds for a 
particular skill, the Service Level Increments field setting might 
be (in seconds): 0, 5,15, 25, 35, 38, 40, 42, 45, 55, and so on. 
						

							  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports5-8
Verifying the Solution Through Reports5
The average speed of answer for the Classical skill will decrease relative 
to the administered ASA for that skill before 
CentreVu Advocate was 
used. The percentage of abandoned calls should also be lower for the 
Classical skill, unless these callers have a much lower tolerance for 
waiting in queue.
Reports5The results of implementing this solution can be seen in any of the Real-
Time Split/Skill reports or the Historical Split/Skill Reports. The elements 
in those reports that most graphically illustrate the success of this 
solution are the average speed of answer (ASA), wait time, time to 
abandon, and percent abandoned fields. The most relevant reports to 
this solution are listed below:
lReal-Time Split/Skill Call Profile Report
lReal-Time Queue/Agent Status Report
lHistorical Split/Skill Call Profile Report
lHistorical Graphical ASA Report
lHistorical Graphical Busy/Abandon/Disconnect Comparison Report 
(new report in Release 8 
CentreVu Supervisor).
lIntegrated Graphical Split/Skill View Report.
Additional Reports5You may also use the Real-Time Queue/Agent Summary Report to 
display a summary of agent activity for the administered skills. The 
Integrated Graphical Split /Skill View Report has also been modified to 
include Oldest Call Waiting information.
Additional 
Information
5
These reports are fully documented in the CentreVu® Supervisor Version 
8 Reports
 document (585-210-929). They are summarized as they relate 
to 
CentreVu Advocate in this chapter. See the Reports document for 
more information on Real-Time and Historical reports.
Database Items and 
Calculations
5
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. 
						

							  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports5-9
Real-Time 
Split/Skill Call 
Profile Report
5
This report shows the wait times of incoming calls that are answered and 
abandoned in a split or skill during the current interval. Calls are 
displayed in ten columns, with each column representing a progressively 
longer wait time (increment). You must have administered service level 
and wait time increments for this report to be meaningful. See the 
CentreVu® Supervisor Version 8 Reports document, 585-210-929, for 
information on report input fields, report generation, and a full description 
of all report fields. 
Things to Know for 
CentreVu Advocate5
The following items are specific information you will need to run this 
report for 
CentreVu Advocate:
lSplit/Skill: Fill in the Split/Skill input field with a name or number for 
which you want to run the report. You can enter a split/skill name 
only if the name has been defined in the Dictionary. Based on the 
call center example in this chapter, you can run the report for the 
Classical, Popular Artists or Special Events skills.
lWhen generating this report, select a day or interval when there 
were a large number of abandoned calls and view the resulting 
profiles for each skill. Set the Service Level Supervisor thresholds 
about ten seconds below the point in the skill profile at which the 
calls should be answered.
lCompare profiles for all VDNs that are served by a skill. If one VDN 
has a substantially different profile, use a separate skill to minimize 
abandons.
Report Example5The following report is an example of a Split/Skill Call Profile report. 
						

							  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports5-10
Report Description5This report will show, for CentreVu Advocate, the number of calls that 
were answered for the selected split/skill within the predefined service 
level, the number of calls that abandoned, and the average speed of 
answer for each call in queue. The database items used for the Split/Skill 
Call Profile Report are stored in the csplit table.
Report Heading DescriptionDatabase Item, Calculation or 

% Within 
Service LevelThe percentage of split/skill ACD calls that were 
answered by an agent within the predefined 
time. Calls offered to the split/skill include calls 
that were abandoned and calls that were not 
answered, but do not include direct agent calls. 
Calls that were not answered may include 
forced busy calls, forced disconnect calls, calls 
redirected to another destination, and calls 
queued to more than one split/skill and 
answered in another split/skill. 100*(ACCEPTABLE/ 
CALLSOFFERED)

ACD CallsThis is the number of calls that were sent to the 
split/skill that were answered by an agent within 
each increment. This includes outbound ACD 
calls placed by an adjunct (also called outbound 
predictive dialing), for the Generic 2.2 switches 
with ASAI Gateway or the Generic 3 with ASAI 
only. For the Generic 3 switches it does not 
include direct agent calls.ACDCALLS1-10
Aban CallsThe number of calls to the split/skill that were 
abandoned within each increment. If calls are 
queued to multiple splits/skills, only the first 
split/skill queued to records an abandon. This 
includes outbound ACD calls placed by an 
adjunct (also called outbound predictive dialing), 
for the Generic 2.2 switches with ASAI Gateway 
or the Generic 3 with ASAI only. It does not 
include direct agent calls. ABNCALLS
ACD Calls The total number of ACD calls that were sent to 
the split/skill that were answered by an agent in 
the split/skill. This includes outbound ACD calls 
placed by an adjunct (also called outbound 
predictive dialing), for the Generic 2.2 switches 
with ASAI Gateway or the Generic 3 with ASAI 
only. For the Generic 3 switches, it does not 
include direct agent calls.ACDCALLS 
						

							  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports5-11
Real-Time 
Queue/Agent 
Status Report 
5
This report is a combination of the Agent report and the Queue/Agent 
Summary report. It displays overall split/skill information such as the 
number of calls waiting, oldest call waiting, and percent answered within 
service level. It also shows the number of agents available, on ACD calls, 
staffed, with calls ringing, and on after call work. It also shows what each 
agent in the split/skill is currently doing. See the 
CentreVuâSupervisor 
Version 8 Reports
 document (585-210-929) for information on report 
input fields, report generation, and a full description of all report fields. 
Things to Know for 
CentreVu Advocate5
For CentreVu Advocate, enter the split or skill name or number that you 
want to view in this report in the input window. Any name(s) you want to 
appear on the report must have been previously defined and entered in 
the Dictionary subsystem. Using the call center example in this chapter, 
this report may be run for the Classical, Popular Artists, or Special Events 
skill.
Report Example5The following report is an example of a Queue/Agent Status report, with 
the fields that are most meaningful for 
CentreVu Advocate shown in 
boxes. Avg Speed AnsThe average time calls waited in queue and 
ringing before an agent answered. This does not 
include direct agent calls, but it does include 
outbound ACD calls placed by an adjunct (also 
called outbound predictive dialing), for the 
Generic 2.2 switches with ASAI Gateway or the 
Generic 3 with ASAI only.ANSTIME/ACDCALLS

% Ans CallsThe percentage of calls queued to the split/skill 
that were answered by an agent. Calls to the 
split/skill include abandoned calls and calls not 
answered. Calls not answered may include 
forced busy calls, forced disconnect calls, calls 
redirected to another destination, and calls 
queued to more than one split/skill and 
answered in another split/skill. For the Generic 3 
switches, it does not include direct agent calls.100*(ACDCALLS/ 
CALLSOFFERED)
 Report Heading DescriptionDatabase Item, Calculation or 
 
						

							  Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports5-12
Report Description5For CentreVu Advocate, this report will show the current state of the skill 
in comparison to the administered thresholds (that is, if the skill is in an 
overload 1 or overload 2 state), the number of abandoned calls, and the 
number of both agents staffed for the skill and agents available to take a 
call. The database items used for the Queue/Agent Status report are 
stored in csplit and cagent tables.
Report Heading DescriptionDatabase Item, Calculation, 
or 
Skill StateCurrent state of this skill, compared to the 
administered thresholds.
Requires the ECS R6 or later with 
CentreVu 
Advocate.syn(SKSTATE)
% Within 
Service LevelThe percentage of split/skill ACD calls that 
were answered by an agent within the 
predetermined time.100*(ACCEPTABLE/
CALLSOFFERED)

ACD CallsThe number of calls that were queued to this 
split/skill and answered by an agent in this 
split/skill (includes O_ACDCALLS).ACDCALLS