Lucent Technologies Centrevu Advocate Release 8 User Guide

							  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-23
Report Example6The following report is an example of a Reserve2 AUX Agents report.
Report Description6This table describes the report fields.
Report Heading DescriptionDatabase Item/ Calculation, 
Ta b l e  N a m e
Skill:The name or number of the skill (up to 20 
characters) that is selected for this report. syn(SPLIT)
Reserve2 
Agents in AUXThe number of reserve2 agents in AUX.
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate.R2INAUX
Agent NameThe name of the agent. syn(LOGID)
Login IDThe Login ID that was used to staff the 
EXTENSION. Agents in multiple splits.skills 
have one LOGID.LOGID
RoleAgent’s service role for this skill, as defined in 
the Dictionary.
Requires 
DEFINITY ECS R6 or later with 
CentreVu Advocate.syn(ROLE) 
						

							  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-24
Active 
Split/SkillUse WORKSKILL for the following call 
conditions:
lWhen an agent is on a skill or direct agent 
ACD call or in ACW (this is the skill 
associated with the call or ACW). 
lWhen an agent is available, in AUX or in 
OTHER (this is null [blank]). 
lWhen an agent is on an AUXIN/AUXOUT 
call (this is OLDEST_LOGON skill). 
lWhen an agent is on an AUXIN/AUXOUT 
call from the available state, while in AUX 
or with an AUXIN/AUXOUT call on hold 
(this is OLDEST_LOGON skill). 
lWhen an agent is on an AUXOUT call 
with an ACD call on hold (this is the skill 
associated with the ACD call).
NOTE: WORKSKILL differs from 
WORKSPLIT only in the case that the agent is 
available. In this case, WORKSKILL will be 
blank and WORKSPLIT will contain one of the 
skills in which the agent is available. For 
releases with the EAS feature active, it is 
recommended to use WORKSKILL instead of 
WORKSPLIT in reports.
Requires a Generic 2.2 or Generic 3 Version 2 
or later switch with the EAS feature.syn(WORKSKILL)
LevelThe skill level associated with the agent’s 
current WORKSKILL, when WORKSKILL is 
not null.
Requires a Generic 2.2 or Generic 3 Version 2 
or later switch with the EAS feature.
For 
CentreVu Advocate, in the cagent table, 
WORKSKLEVEL contains either a skill level 
(1-16) for a normal skill, or a reserve level (1 or 
2) for a reserve skill. This WORKSKLEVEL 
applies to WORKSKILL.syn(WORKSKLEVEL) Report Heading DescriptionDatabase Item/ Calculation, 
Ta b l e  N a m e 
						

							  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-25
Modified Reports6The following CentreVu Supervisor reports have been modified to 
support the 
CentreVu Advocate feature set.
Real-Time Multi-
ACD Top Agent 
Report 
6
The following table describes the modified report fields that will 
demonstrate the results of this solution: TimeThe elapsed time since the last agent 
WORKMODE change for any skill. This item is 
not reset if the DIRECTION changes, but 
WORKMODE remains the same. For example, 
if the agent goes from AUX to AUXOUT to 
AUX, AGTIME continues without resetting.AGTIME Report Heading DescriptionDatabase Item/ Calculation, 
Ta b l e  N a m e
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)
Flex Agents 
StaffedNumber of agents who are staffing the skill, but 
are neither top or reserve agents.
Requires ECS R6 or later with 
CentreVu 
Advocate.FSTAFFED
Reserve1 
Agents StaffedNumber of agents staffing this skill as 
reserve1.
Requires ECS R6 or later with 
CentreVu 
Advocate.R1STAFFED
Reserve2 
Agents StaffedNumber of agents staffing this skill as 
reserve2.
Requires ECS R6 or later with 
CentreVu 
Advocate.R2STAFFED 
						

							  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-26
Real-Time 
Queue/Top Agent 
Status Report 
6
The following table describes the modified report fields that will 
demonstrate the results of this solution:
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)
Flex Agents 
StaffedNumber of agents who are staffing the skill, but 
are neither top or reserve agents.
Requires ECS R6 or later with 
CentreVu 
Advocate.FSTAFFED
Reserve1 
Agents StaffedNumber of agents staffing this skill as 
reserve1.
Requires ECS R6 or later with 
CentreVu 
Advocate.R1STAFFED
Reserve2 
Agents StaffedNumber of agents staffing this skill as 
reserve2.
Requires ECS R6 or later with 
CentreVu 
Advocate.R2STAFFED 
						

							  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-27
Real-Time 
Graphical Top Skill 
Status Report 
6
The following table describes the modified report fields that will 
demonstrate the results of this solution: 
Real-Time Skill Top 
Agent Report 
6
The following table describes the modified report fields that will 
demonstrate the results of this solution: 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)
Flex Agents 
StaffedNumber of agents who are staffing the skill, but 
are neither top or reserve agents.
Requires ECS R6 or later with 
CentreVu 
Advocate.FSTAFFED
Reserve1 
Agents StaffedNumber of agents staffing this skill as 
reserve1.
Requires ECS R6 or later with 
CentreVu 
Advocate.R1STAFFED
Reserve2 
Agents StaffedNumber of agents staffing this skill as 
reserve2.
Requires ECS R6 or later with 
CentreVu 
Advocate.R2STAFFED
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)
Flex Agents 
StaffedNumber of agents who are staffing the skill, but 
are neither top or reserve agents.
Requires ECS R6 or later with 
CentreVu 
Advocate.FSTAFFED 
						

							  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-28
Drill-Down Top 
Agent Work State 
Report
6
The following table describes the modified report fields that will 
demonstrate the results of this solution: Reserve1 
Agents StaffedNumber of agents staffing this skill as 
reserve1.
Requires ECS R6 or later with 
CentreVu 
Advocate.R1STAFFED
Reserve2 
Agents StaffedNumber of agents staffing this skill as 
reserve2.
Requires ECS R6 or later with 
CentreVu 
Advocate.R2STAFFED Report Heading DescriptionDatabase Item, Calculation, 
or 
Report Heading DescriptionDatabase Item/ Calculation, 
Ta b l e  N a m e
Skill StateCurrent State of this skill, compared to the 
administered thresholds.
Requires ECS R6 or later with 
CentreVu 
Advocate.syn(SKSTATE)
RoleAgent’s service role for this SPLIT, as defined 
in the Dictionary.
Requires ECS R6 or later with 
CentreVu 
Advocate.syn(ROLE) 
						

							  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-29
Drill-Down Work 
State Report 
6
The following table describes the fields of the report that will demonstrate 
the results of this solution:
Integrated 
Graphical Split/Skill 
View Report 
6
The following table describes the modified report fields that will 
demonstrate the results of this solution. In addition, other fields on this 
report may be used to verify the solution in this chapter; for example, the 
agent work state fields and Agents Staffed:
. Report Heading DescriptionDatabase Item/ Calculation, 
Ta b l e  N a m e
Skill StateCurrent State of this skill, compared to the 
administered thresholds.
Requires ECS R6 or later with 
CentreVu 
Advocate.syn(SKSTATE)
RoleAgent’s service role for this SPLIT, as defined 
in the Dictionary.
Requires ECS R6 or later with 
CentreVu 
Advocate.syn(ROLE)
Report Heading DescriptionDatabase Item, Calculation, or

Skill StateThe current state of the skill compared to the 
administered thresholds.syn(SKSTATE) 
						

							  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Things to Note6-30
Things to Note6
The following list includes some things to be aware of when implementing 
the automate moving agents solution:
lYou will need to determine which agents have the highest customer 
service abilities before assigning skills.
lReserve agents will only be activated on a skill once it exceeds its 
administered threshold(s).
lIf the number of agents in a skill is small, a large number of high 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 
customer service (perhaps three to five levels). 
						

							  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Overview7-1
7  Call Center Solution: Make Average Speed of 
Answer More Uniform
Overview7
One of the most common call center needs is making the average speed of 
answer (ASA) more uniform for all calls, or across all splits/skills. 
CentreVu® 
Advocate offers many options to achieve these call center goals, through 
both agent and call selection methods.
CentreVu 
Advocate 
Features
7
This chapter discusses the following CentreVu Advocate features:
lPredicted Wait Time
lLeast Occupied Agent (LOA).
Use the 
CentreVu Supervisor reports presented in this chapter to verify that 
CentreVu Advocate is working.
Customer 
Example
7
A nurse inquiry call center is offered as a public service and is run as a cost 
center. Although the types of inquiries and specialty training of the nurses 
vary, the end goal is to give equal and good service to all callers. The solution 
is to give all the multi-skilled nurses an equal occupancy, which will ultimately 
result in improved ASA. Giving single-skilled nurses the highest occupancy 
will give the lowest ASA. 
						

							  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Implementation7-2
Implementation7
To improve the ASA for a skill, the pool of nurse-agents assigned to the 
skill must be increased in some way. Initially, cross-training nurses to 
handle calls from many skills will increase the size of the agent pools 
without having to hire more nurses, which would drive costs up. Another 
way to increase the size of the available agent pool is to make agents 
with more specialized skills more available to take calls. Previous to 
implementing this solution, adding agents to skills meant increasing their 
work load to give them higher occupancy, which lead to agent burnout. 
Once nurses have been cross-trained, a combination of agent and call 
selection using 
CentreVu Advocate should be implemented to evenly 
distribute calls while improving and/or equalizing ASA in the call center 
without driving costs up.
Option A: Agent 
Selection
7
All skills are administered with Uniform Call Distribution-Least Occupied 
Agent (UCD-LOA). UCD-LOA distributes the work load across all skills, 
giving all callers a comparable level of service and call answer time.
Option B: Agent 
Selection
7
All skills are administered with Expert Agent Distribution-Least Occupied 
Agent (EAD-LOA) to select the least occupied agent. Skill levels are 
defined as the number of skills assigned to the agent, rather than the 
level of expertise within a skill; for example, nurses with three skills have 
skill level: 3 assigned for each skill. Nurses with only one skill (and a skill 
level of 1) will be selected first. Nurses who are new are given an 
artificially high skill level to lower their occupancy while they are being 
trained. These nurses should not be set at a skill level of 1 so that they 
will receive fewer calls while training.
Call Selection7Agents are assigned a call handling preference of Greatest Need without 
Service Objective to select the call that has been waiting longest in 
queue. Use Predicted Wait Time if your skills vary in size, to balance wait 
time between these specialized skills and large skills. Predicted Wait 
Time will improve ASA for the smaller, specialized skills.