Lucent Technologies Centrevu Advocate Release 8 User Guide

							  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Implementation7-3
Switch 
Administration
7
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.
Customer Options 7On 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 7On the System Parameters Features form, set the following fields:
lCall Selection Measurement: should be set to predicted-
wait-time.
Hunt Group 7Set the following parameters on the Hunt Group form:
lEnter the skill number on the command line.
lOn page 1, enter EAD-LOA (Option B) or UCD-LOA (Option A) in 
the Group Type: field.
lOn page 2, enter the time, in seconds, in which you expect calls for 
a skill to be answered in the Expected Call Handling Time 
(sec): field. 
CentreVu 
Supervisor 
Administration
7
New Agents must have their call selection method 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 the call handling preference 
administered using the following procedure.
Change Agent 
Skills Dialog Box 
7
On the Change Agent Skills form, shown below, 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. 
						

							  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Implementation7-4
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.
9. Select Add Skills.
10. Alternately (Option B), you can add skills for the agent based on the 
agent’s expertise. The Assigned Skills grid will display.
11 . S e l e c t  OK on the Change Agent Skills dialog box to accept the 
assignment.
Options7If 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: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Implementation7-5
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: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports7-6
Verifying the Solution Through Reports7
If you are using Option A to administer this call center solution, you can 
verify its effectiveness by comparing the ASA before and after 
implementing the solution. The ASA should be lower and more equal 
after implementing Option A. Agent occupancy can also be compared, 
and should be more equal than before the implementation. 
If you are using Option B to implement this call center solution, you may 
also verify its effectiveness by comparing the ASA before and after 
implementation. The ASA should be lower and more equal after 
implementing Option B. Agent occupancy for those agents with many 
skills should drop after implementation, while agents with one skill should 
have the highest occupancy. Monitor these agents for burnout.
Reports7The results of implementing this solution can be seen by comparing ASA 
and agent occupancy in Real-Time and Historical reports. The most 
relevant reports to this solution are listed here:
lReal-Time Split/Skill Report
lHistorical Split/Skill Graphical Average Speed of Answer (ASA) 
Report
lHistorical Graphical ASA Daily Report (new with Release 8 
CentreVu Supervisor)
lHistorical System Graphical Maximum Delay Report (new with 
Release 8 
CentreVu Supervisor)
lHistorical Agent Summary Report 
lHistorical Agent Group Summary Report.
Additional Reports7You 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 been modified to include 
Oldest Call Waiting, and can be used to verify this solution. Agent 
Occupancy, which is 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)) where I_ACWTIME is an 
optional component, may be used as a comparison measurement. This 
calculation can be used when creating a new report with 
CentreVu 
Report Designer or 
CentreVu Report Wizard.   
						

							  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports7-7
Additional 
Information
7
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
7
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.
Real-Time 
Split/Skill Report
7
The Split/Skill report simultaneously displays real-time call-handling 
information on a number of splits or skills. It allows the supervisor to 
evaluate and compare the workload and call-handling performance 
between splits/skills, and to determine agent reassignment. Additionally, 
the supervisor can evaluate other ACD configuration alternatives which 
can be used to balance workloads and reduce abandoned calls.
Things to Know for 
CentreVu Advocate7
For CentreVu Advocate, enter the name(s) or number(s) of the 
split(s)/skill(s) you want included in the report. You can enter a name only 
if it has been previously defined in the Dictionary subsystem. 
						

							  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports7-8
Report Example7The following report is an example of the Split/Skill report. Fields that are 
useful from 
CentreVu Advocate are shown in boxes.
Report Description7The following table describes the report fields that are most meaningful 
for 
CentreVu Advocate. Specifically, the Avg Speed Ans field will 
demonstrate the results of this solution.
Report Heading DescriptionDatabase Item, Calculation 
or 
Splits/SkillThe name or number of the split(s)/(skill(s) 
selected for the report.syn(SPLIT)
Skill StateCurrent state of this skill, compared to the 
administered thresholds.
Requires ECS R6 or later with 
CentreVu 
Advocate.syn(SKSTATE)
Calls WaitingThe number of split or skill ACD calls waiting to 
be answered. This includes calls that are in 
queue and ringing at an agent voice terminal. It 
does not include direct agent calls for the 
Generic 3 switch.INQUEUE+INRING 
						

							  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports7-9
Historical 
Split/Skill
Graphical ASA 
Report
7
The Split/Skill Graphical ASA report shows the average speed of answer 
for ACD calls answered in each selected split/skill for each selected 
interval. 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.
The chart type can be changed. See the 
CentreVu® Supervisor Version 8 
Reports 
document (585-210-929) for more information.
Things to Know for 
CentreVu Advocate7
For CentreVu Advocate, enter the name(s) or number(s) of the 
split(s)/skill(s) you want included in the report. You can enter a name only 
if it has been previously defined in the Dictionary subsystem. Oldest Call 
WaitingThe length of time (in seconds) the oldest ACD 
call has waited in queue or ringing (at an agent 
voice terminal for each split/skill in the report) 
before being answered. This does not include 
direct agent calls.OLDESTCALL
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 
DEFINITY ECS Generic 3 with ASAI only. ANSTIME/ACDCALLS
 Report Heading DescriptionDatabase Item, Calculation 
or  
						

							  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports7-10
Report Example7The following report is an example of a Split/Skill Graphical ASA report 
with the fields that are most meaningful for 
CentreVu Advocate in boxes.
Report Description7The following table describes the report fields for the time period covered 
by the report. For 
CentreVu Advocate, this report will show the average 
speed of answer for the skill in the report. You can use this information to 
compare average speed of answer in specific skills; for example, 
Exclusive, Top Ten, or Orders, and take the appropriate action. The 
database items for the Split/Skill Graphical ASA report are stored in the 
cagent (current interval) and hsplit (intrahour interval) tables.
Report Heading DescriptionDatabase Item, Calculation 
or 
Split/SkillThe name or number of the split/skill you are 
currently viewing.syn(SPLIT)
Average Speed 
of Ans—
SecondsThe value in seconds of the average speed of 
answer for the split/skill during the time period 
covered in the report. 
						

							  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports7-11
Historical 
Split/Skill 
Graphical ASA 
Daily Report
7
The Split/Skill Graphical ASA Daily report shows the average speed of 
answer for one or more splits/skills for each day. 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 Advocate7
For CentreVu Advocate, enter the name(s) or number(s) of the 
split(s)/skill(s) you want included in the report, as well as the selected 
day. You can enter a name only if it has been previously defined in the 
Dictionary subsystem.
Report Example7The following report is an example of a Split/Skill Graphical ASA Daily 
report. 
						

							  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports7-12
Report Description7The following table describes the report fields. For CentreVu Advocate, 
this report will show the average speed of answer in seconds for the skills 
in the report. You can use this information to compare average speed of 
answer in specific skills; for example, Exclusive, Top Ten, or Orders, and 
take the appropriate action. The database items for the Split/Skill 
Graphical ASA report are stored in the dsplit (daily) tables.
Historical 
System 
Graphical 
Maximum Delay 
Report
7
The Historical System Graphical Maximum Delay report shows the 
maximum delay for one split/skill in one or more ACDs for each day 
selected. You can compare the same skill in different ACDs and use the 
information to determine which ACD has the longest delay in answering 
calls. 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 Advocate7
For CentreVu Advocate, enter the name or number of the split/skill you 
want included in the report. You can enter a name only if it has been 
previously defined in the Dictionary subsystem. Report Heading DescriptionDatabase Item, Calculation 
or 
Split/SkillThe name or number of the split/skill you are 
currently viewing.syn(SPLIT)
DateThe selected date for the report. ROW_DATE
Average Speed 
of Ans—
SecondsThe value in seconds of the average speed of 
answer for the split/skill during the time period 
covered in the report.