Lucent Technologies Centrevu Advocate Release 8 User Guide

							  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports7-13
Report Example7The following report is an example of a System Graphical Maximum 
Delay report.
Report Description7The following table describes the report fields. For CentreVu Advocate, 
this report will show the maximum delay for the skill across ACDs. The 
database items for the System Graphical Maximum Delay report are 
stored in the dsplit (daily) tables.
Report Heading DescriptionDatabase Item, Calculation 
or 
ACDThe ACD selected for the report. ACD
Split/SkillThe name or number of the split/skill you are 
currently viewing.syn(SPLIT)
DatesThe dates selected for the report.  ROW_DATE
Maximum 
Delay—
SecondsThe value in seconds of the maximum delay in 
answering calls for the split/skill during the time 
period covered in the report.MAXOCWTIME 
						

							  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports7-14
Modified Reports7The Integrated Graphical Split/Skill View Report has been modified for 
CentreVu Advocate to include the following fields:
Other fields on this report may be used to verify the solution in this 
chapter; for example,% Within Service Level and Avg Speed Ans.
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 
Skill State:The current State of the skill compared to the 
administered thresholds.syn(SKSTATE)
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: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Things to Note7-15
Things to Note7
The following list includes some things to be aware of when making 
average speed of answer more uniform:
lIf agent pools are small, Option B may emulate a hot-seat 
distribution. To avoid this situation, define skill levels as ranges. For 
example, Level 1 is 1-2 skills, Level 2 is 3-5 skills, and so on.
lIf 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.
lSet a new agent’s skill levels to give a moderate occupancy during 
the training phase. This should ensure that enough new call types 
are handled by the new agent to train him or her on the different 
skills.
lIf you are using Predicted Wait Time, the smaller skills should have 
a greater improvement in ASA, verifiable by checking reports before 
and after implementation.
lOption B gives the greatest improvement in ASA. It also gives your 
agents incentive to learn more skills. 
						

							  Call Center Solution: Make Average Speed of Answer More Uniform CentreVu® Advocate Release 8 User Guide
Things to Note7-16 
						

							  Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide
Overview8-1
8  Call Center Solution: Better Serve Selected 
Callers
Overview8
In addition to maximizing revenues and automatically reassigning agents to 
certain skills during peak call periods, a call center may also want certain 
callers to experience better service. One way to address this need is to 
reduce the acceptable service level for that skill, which can lower the 
predicted wait time for preferred call types. 
CentreVu® 
Advocate 
Features
8
This chapter discusses the following CentreVu Advocate features:
lSkill Level call handling preference with Service Objective
lExpert Agent Distribution-Least Occupied Agent (EAD-LOA).
Use the 
CentreVu Supervisor reports presented in this chapter to verify that 
CentreVu Advocate is working.
Customer 
Example
8
The same company that handles orders for many catalogs (Chapter 3, “Call 
Center Solution: Maximize Revenues”) wants to give better service to the 
callers from the exclusive catalog and also to the 10 percent of their overall 
catalog customers who spend the most money per order, relative to callers 
from other skills and those who spend less money overall. This goal will be 
accomplished by giving better service to those potential high revenue calls 
by shortening the wait time in queue. Specifically, the acceptable service 
level for those skills and the wait time in queue should be dramatically 
shorter than for ordinary calls. 
						

							  Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide
Implementation8-2
Implementation8
Callers wanting items from the exclusive catalog are identified by the 
“800” number dialed using Direct Number Identification Service (DNIS). 
These calls are directed to a special vector that queues to the Exclusive 
skill. The top 10% spending customers are identified by an Automatic 
Number Identification (ANI) lookup table and queued to the Top Ten skill. 
All other customers are queued to the Orders skill, as in Chapter 3, “Call 
Center Solution: Maximize Revenues.”
Agent Selection8Agents are assigned skill levels based on their revenue generation within 
each skill. To choose the highest revenue-generating agent available in a 
skill, Expert Agent Distribution-Least Occupied Agent (EAD-LOA) is 
used. All agents are assigned to the Top Ten and Orders skills. A subset 
of agents are assigned to the Exclusive skill. 
Call Selection8Agents are assigned a call handling preference of Skill Level with Service 
Objective. The Service Objective for the Exclusive skill is set to 20 
seconds and the Service Objective for the Top Ten skill is set to 10 
seconds. The Orders skill has a Service Objective of 40 seconds. Service 
Objective will select the call that is the greatest percentage of its service 
objective.
In addition to using Skill Level with Service Objective, Predicted Wait 
Time is also used to lower the Average Speed of Answer (ASA) for the 
smaller skills (there may be an increase in the wait time for the larger 
Orders skill).
Switch 
Administration
8
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 8On 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. 
						

							  Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide
Implementation8-3
Features 8On the System parameters Features form, set the following fields:
lCall Selection Measurement: set to predicted-wait-
time.
Hunt Group 8On the Hunt Group form, set the following parameters:
lEnter the skill number on the command line.
lOn page 1, enter EAD-LOA in the Group Type: field.
lOn page 2, set the Acceptable Service Level: for the 
Exclusive skill to 20 seconds.
Administer these parameters for the Top Ten skill, setting the 
Acceptable Service Level: to 10 seconds. Administer these 
parameters for the Orders skill, setting the Acceptable Service 
Level: to 40 seconds.
CentreVu 
Supervisor 
Administration
8
Agents need to have their call handling preferences set to Skill Level with 
Service Objective, and then need to be assigned to the skills Exclusive, 
Top Ten, and Orders 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). Existing agents can have this administered using the 
following procedure.
Change Agent 
Skills Dialog Box 
8
On the Change Agent Skills dialog box, shown below, set an agent’s call 
handling preference to 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 ACD by entering the automatic call distribution (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: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide
Implementation8-4
8. Select Call Handling Preference: Skill Level. The Assigned Skills 
grid will display.
9. Select Add Skills.
10. Add the Exclusive, Top Ten, and Orders skills for the agent based on 
the agent’s expertise. The Assigned Skills grid will display.
11. Set the agent’s skill level for each assigned skill.
12. Select the Service Objective check box.
13. Select OK on the Change Agent Skills dialog box to accept the 
assignment.
Options8If 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. 
						

							  Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide
Implementation8-5
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 
8
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 Descriptions8Use 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: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide
Implementation8-6
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 
acceptable service level will be used in determining level 
1 and level 2 thresholds for the skill when using Service 
Level Supervisor.
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.