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Lucent Technologies Centrevu Advocate Release 8 User Guide
Lucent Technologies Centrevu Advocate Release 8 User Guide
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CentreVu® Advocate Release 8 User Guide xi Reports . . . . . . . . . . . . . . . . . . . . 9-6 Additional Information . . . . . . . . . . . . . 9-6 Database Items and Calculations . . . . . . . . . . 9-6 Real-Time Graphical Allocated Agents Report . . . . . . . 9-7 Things to Know for CentreVu Advocate . . . . . . . . 9-7 Input Fields . . . . . . . . . . . . . . . . . 9-8 Report Example . . . . . . . . . . . . . . . . 9-9 Report Description . . . . . . . . . . . . . . . 9-9 Historical Graphical Average Positions Staffed Report . . . . 9-11 Things to Know for CentreVu Advocate . . . . . . . . 9-11 Input Fields . . . . . . . . . . . . . . . . . 9-12 Report Example . . . . . . . . . . . . . . . . 9-13 Report Description . . . . . . . . . . . . . . . 9-13 Integrated Agent Graphical Information Report . . . . . . . 9-14 Things to Know For CentreVu Advocate . . . . . . . . 9-14 Report Example . . . . . . . . . . . . . . . . 9-14 Report Description . . . . . . . . . . . . . . . 9-15 Modified Reports . . . . . . . . . . . . . . . . . 9-17 Real-Time Graphical Agent Information Report . . . . . 9-17 Real-Time Split/Skill Graphical Status Report . . . . . . 9-17 Real-Time Queue/Agent Status Report . . . . . . . . 9-18 Things to Note . . . . . . . . . . . . . . . . . . . 9-19 10 Call Center Solution: Make Agent Idle Time More Uniform . . . . . . . . . 10-1 Overview . . . . . . . . . . . . . . . . . . . . . 10-1 CentreVu ® Advocate Feature . . . . . . . . . . . . . 10-1 Customer Example . . . . . . . . . . . . . . . . 10-1 Implementation . . . . . . . . . . . . . . . . . . . 10-2 Agent Selection . . . . . . . . . . . . . . . . 10-2 Call Selection . . . . . . . . . . . . . . . . 10-2 Switch Administration . . . . . . . . . . . . . . . 10-2 Customer Options . . . . . . . . . . . . . . . 10-2 Hunt Group . . . . . . . . . . . . . . . . . 10-2 Verifying the Solution Through Reports . . . . . . . . . . . 10-3 Reports . . . . . . . . . . . . . . . . . . . . 10-3 Drill-Down Reports . . . . . . . . . . . . . . . 10-3 Additional Information . . . . . . . . . . . . . 10-4 Database Items and Calculations . . . . . . . . . . 10-4 Modified Reports . . . . . . . . . . . . . . . . . 10-4 Real-Time Graphical Agent Information Report . . . . . 10-5 Real-Time Split/Skill Graphical Status Report . . . . . . 10-5 Real-Time Queue/Top Agent Status Report . . . . . . . 10-6 Real-Time Queue/Agent Status Report . . . . . . . . 10-7 Real-Time Split/Skill Graphical Top Skill Status Report . . . 10-8 Real-Time Skill Top Agent Report . . . . . . . . . . 10-9 Historical Agent Summary and Agent Group Summary . . . 10-9 Drill-Down Top Agent Work State Report . . . . . . . 10-10 Drill-Down Work State Report . . . . . . . . . . . 10-11 Things to Note . . . . . . . . . . . . . . . . . . . 10-12
CentreVu® Advocate Release 8 User Guide xii 11 Administer CentreVu ® Advocate on DEFINITY® ECS . . . . . . . . . . . 11-1 Introduction . . . . . . . . . . . . . . . . . . . . 11-1 System Requirements . . . . . . . . . . . . . . . 11-1 Administering Agent Selection. . . . . . . . . . . . . . 11-2 Agent Selection Methods . . . . . . . . . . . . . . 11-2 Before You Start . . . . . . . . . . . . . . . . . 11-3 Setting Up Agent Selection . . . . . . . . . . . . . 11-3 To Administer an Agent Selection Method . . . . . . . 11-3 To Administer MIA Across Skills . . . . . . . . . . 11-4 To Include ACW in the Calculation of Agent Occupancy . . 11-5 Administering Call Selection . . . . . . . . . . . . . . 11-6 Overview . . . . . . . . . . . . . . . . . . . 11-6 Call Selection Measurements . . . . . . . . . . . . . 11-6 Before You Start . . . . . . . . . . . . . . . . 11-6 To Administer Call Selection Measurements . . . . . . 11-6 Service Level Supervisor . . . . . . . . . . . . . . 11-7 Before You Start . . . . . . . . . . . . . . . . 11-7 To Administer Service Level Supervisor . . . . . . . . 11-10 Worksheet for Service Level Supervisor . . . . . . . . . . 11-13 Call Handling Preferences . . . . . . . . . . . . . . 11-14 Service Objective . . . . . . . . . . . . . . . 11-14 Call Handling Preferences and Service Objective . . . . . 11-15 Setting Up Call Handling Preference . . . . . . . . . 11-18 Feature Interactions . . . . . . . . . . . . . . . . . 11-25 Abandoned Calls . . . . . . . . . . . . . . . . . 11-25 Add/Remove Skill Via FAC . . . . . . . . . . . . . . 11-25 Agent Hold – With and Without Multiple Call Handling . . . . 11-25 Agent Login/Logout . . . . . . . . . . . . . . . . 11-25 Agent Work Modes . . . . . . . . . . . . . . . . 11-25 Agent Work States . . . . . . . . . . . . . . . . 11-26 Attendants . . . . . . . . . . . . . . . . . . . 11-26 AUDIX . . . . . . . . . . . . . . . . . . . . 11-26 Auto Available Splits/Skills (AAS) . . . . . . . . . . . 11-26 Basic Call Management System (BCMS) . . . . . . . . . 11-26 Interaction with Service Level Supervisor . . . . . . . 11-26 Call Coverage . . . . . . . . . . . . . . . . . . 11-27 Call Forwarding . . . . . . . . . . . . . . . . . 11-27 Call Park. . . . . . . . . . . . . . . . . . . . 11-27 Call Pickup . . . . . . . . . . . . . . . . . . . 11-27 Conference/ Transfer . . . . . . . . . . . . . . . . . . . . 11-27 Direct Agent Calls . . . . . . . . . . . . . . . . 11-27 Interaction with Percent Allocation . . . . . . . . . 11-27 Interaction with Service Level Supervisor . . . . . . . 11-28 Interaction with Least Occupied Agent . . . . . . . . 11-28 Distributed CommunicationsSystem (DCS) . . . . . . . . 11-28 Expected Wait Time . . . . . . . . . . . . . . . . 11-28 Expert Agent Distribution (EAD) . . . . . . . . . . . . 11-28 Extension Calls and LOA . . . . . . . . . . . . . . 11-29
CentreVu® Advocate Release 8 User Guide xiii Most Idle Agent (MIA) . . . . . . . . . . . . . . . 11-29 Move Agent While Staffed . . . . . . . . . . . . . . 11-29 Multiple Call Handling (MCH) . . . . . . . . . . . . . 11-30 Interaction with Percent Allocation . . . . . . . . . 11-30 Multiple Priority Queuing . . . . . . . . . . . . . . 11-30 Multiple Skill Queuing . . . . . . . . . . . . . . . 11-30 Non-ACD Calls . . . . . . . . . . . . . . . . . 11-31 Redirect on No Answer (RONA) . . . . . . . . . . . . 11-31 Interaction with Service Level Supervisor . . . . . . . 11-31 Timed ACW . . . . . . . . . . . . . . . . . . . 11-31 Interaction with Service Level Supervisor . . . . . . . 11-31 Uniform Call Distribution (UCD) . . . . . . . . . . . . 11-31 VDN of Origin Announcement . . . . . . . . . . . . 11-31 VuStats . . . . . . . . . . . . . . . . . . . . 11-31 12 Administer CentreVu® Advocate through CentreVu® Supervisor . . . . . . 12-1 Overview . . . . . . . . . . . . . . . . . . . . . 12-1 Agent Administration . . . . . . . . . . . . . . . . . 12-2 Introduction . . . . . . . . . . . . . . . . . . 12-2 Change Agent Skills Dialog Box . . . . . . . . . . . . 12-2 Review Agent Skills . . . . . . . . . . . . . . 12-3 Add Skills per Agent . . . . . . . . . . . . . . 12-3 Delete Skills per Agent . . . . . . . . . . . . . 12-4 Administer Call Handling Preferences . . . . . . . . 12-4 Percent Allocation . . . . . . . . . . . . . . . 12-5 Use an Agent Template . . . . . . . . . . . . . 12-6 Assign Direct Agent Skill . . . . . . . . . . . . . 12-6 Multi-Agent Skill Change Dialog Box . . . . . . . . . . 12-7 Add Agents to Skill . . . . . . . . . . . . . . . 12-8 Remove Agents from Skill . . . . . . . . . . . . 12-9 Move Agents Between Skills . . . . . . . . . . . 12-10 Move Agents Between Skills Dialog Box . . . . . . . 12-11 Call Center Administration . . . . . . . . . . . . . . . 12-12 Set Acceptable Service Levels . . . . . . . . . . . . 12-12 Split/Skill Call Profile Setup Dialog Box . . . . . . . . 12-12 Field Descriptions . . . . . . . . . . . . . . . 12-13 13 CentreVu® Advocate Database Items and Calculations . . . . . . . . . . 13-1 Overview . . . . . . . . . . . . . . . . . . . . . 13-1 How Database Items and Calculations Are Presented . . . . . . 13-2 Introduction . . . . . . . . . . . . . . . . . . 13-2 Database Items . . . . . . . . . . . . . . . . . 13-2 Sample Database Item Table. . . . . . . . . . . . 13-2 Database Tables . . . . . . . . . . . . . . . . . 13-2 Items in Different Tables . . . . . . . . . . . . . 13-2 Items in Definitions . . . . . . . . . . . . . . . 13-2 Index Database Items . . . . . . . . . . . . . . . 13-3 Database Item Types . . . . . . . . . . . . . . . 13-3 Historical and Real-Time Data . . . . . . . . . . . 13-3
CentreVu® Advocate Release 8 User Guide xiv Call-Based Data . . . . . . . . . . . . . . . . 13-4 Interval-Based Data . . . . . . . . . . . . . . 13-4 New Tracking Items with CentreVu Advocate . . . . . . . 13-4 Calculations . . . . . . . . . . . . . . . . . . 13-5 Sample Dictionary Calculations Table . . . . . . . . 13-6 Database Terminology . . . . . . . . . . . . . . . 13-6 Database Table Names . . . . . . . . . . . . . . . . 13-7 Introduction . . . . . . . . . . . . . . . . . . 13-7 Real-Time Table Names . . . . . . . . . . . . . . . 13-7 Historical Database Tables . . . . . . . . . . . . . 13-7 Interactions With Switch Features . . . . . . . . . . . 13-8 Split/Skill Database Items . . . . . . . . . . . . . . . 13-9 Introduction . . . . . . . . . . . . . . . . . . 13-9 Type Column . . . . . . . . . . . . . . . . . 13-9 Real Time Database Items . . . . . . . . . . . . 13-9 Historical Database Items . . . . . . . . . . . . 13-9 Customizing Reports . . . . . . . . . . . . . . 13-9 Split/Skill Database Items . . . . . . . . . . . . . . 13-10 Switch Cross-Reference for Split/Skill Database Items . . . 13-15 Agent Database Items . . . . . . . . . . . . . . . . 13-16 Introduction . . . . . . . . . . . . . . . . . . 13-16 Type Column . . . . . . . . . . . . . . . . . 13-16 Real-Time Database Items . . . . . . . . . . . . 13-16 Historical Database Items . . . . . . . . . . . . 13-16 Agent Database Items . . . . . . . . . . . . . . . 13-16 Switch Cross-Reference for Agent Database Items . . . . 13-18 Agent Login/Logout Database Items . . . . . . . . . . . . 13-19 Introduction . . . . . . . . . . . . . . . . . . 13-19 Agent Login/Logout Database Items . . . . . . . . . . 13-19 Switch Cross-Reference for Agent Login/Logout Database Items . . . . . . . . . . . . . . . . 13-20 Calculations . . . . . . . . . . . . . . . . . . . . 13-21 Reports-specific Calculations . . . . . . . . . . . . 13-22 Glossary . . . . . . . . . . . . . . . . . . . . . . . . GL-1 Index . . . . . . . . . . . . . . . . . . . . . . . . . IN-1
Preface CentreVu® Advocate Release 8 User Guide P-1 Preface Audience0The CentreVuâ Advocate Release 8 User Guide document is written for call center administrators and users who need a general understanding of CentreVu Advocate and how this feature can impact both call and agent selection while providing a powerful tool for meeting business needs. Overview0This document includes the following information on CentreVu Advocate: lAn overview of CentreVu Advocate lImplementing business solutions through CentreVu Advocate lRecommendations for which CentreVu Advocate features work well together lCombining CentreVu Advocate solutions lCreating new CentreVu Advocate call center solutions lAdministering CentreVu Advocate on the DEFINITY‚ Enterprise Communications Server (ECS) Release 8 lAdministering CentreVu Advocate through CentreVu Supervisor lCentreVu Advocate database items and calculations. Advocate Benefits 0 With CentreVu Advocate, you can: lMore evenly distribute calls between agents lMore efficiently select agents for calls lReduce the wait time for incoming calls lGenerate reports based on CentreVu Advocate features and their impact.
Preface CentreVu® Advocate Release 8 User Guide Organization and Use of This DocumentP-2 Organization and Use of This Document0 Organization of Document 0 The following list describes the contents of each chapter and appendix in this document: PrefacePreface: includes information on document standards, a brief introduction to the document, and a description of each chapter in the document. Chapter 1Introduction: gives an overview of the five CentreVu Advocate features, an overview of agent and call selection methods, and lists terminology specific to the CentreVu Advocate feature set. Chapter 2Custom CentreVu® Advocate Solutions: gives guidelines on administering CentreVu Advocate solutions to work together in the call center environment, and provides a table that lists each CentreVu Advocate solution with its prerequisite switch and Supervisor administration, its supporting reports, which other CentreVu Advocate solutions the solution does and does not work with, and any comments regarding implementation. This chapter also includes information on what users need to know in order to implement custom call center solutions through CentreVu Advocate, and includes a Table of Objectives pairing objective groups with suggested CentreVu Advocate solution combinations. Chapter 3Maximizing Revenues: this call center business need is described, along with the CMS and CentreVu Supervisor administration necessary for implementation, the reports and report elements used to verify the solution, and things to keep in mind when implementing the solution. This chapter discusses the Greatest Need with Service Objective and Least Occupied Agent components of CentreVu Advocate. Chapter 4Handle Any Media: this call center business need is described, including setting different levels of service for different media, along with the CMS and CentreVu Supervisor administration necessary for implementation, the reports and report elements used to verify the solution, and things to keep in mind when implementing the solution. This chapter discusses the Greatest Need or Skill Level with Service Objective, Least Occupied Agent, and reserve agents with Service Level Supervisor components of CentreVu Advocate.
Preface CentreVu® Advocate Release 8 User Guide Organization and Use of This DocumentP-3 Chapter 5Minimize Abandoned Calls: this call center business need is described, including controlling maximum wait time, along with the CMS and CentreVu Supervisor administration necessary for implementation, the reports and report elements used to verify the solution, and things to keep in mind when implementing the solution. This chapter discusses the Predicted Wait Time, Least Occupied Agent, and Service Level Supervisor components of CentreVu Advocate. Chapter 6Automate Agent Moves: this call center business need is described, along with the CMS and CentreVu Supervisor administration necessary for implementation, the reports and report elements used to verify the solution, and things to keep in mind when implementing the solution. This chapter discusses the Service Level Supervisor component of CentreVu Advocate. Chapter 7Make Average Speed of Answer More Uniform: this call center business need is described, along with the CMS and CentreVu Supervisor administration necessary for implementation, the reports and report elements used to verify the solution, and things to keep in mind when implementing the solution. This chapter discusses the Least Occupied Agent and Predicted Wait Time components of CentreVu Advocate. Chapter 8Better Serve Selected Callers: this call center business need is described, along with the CMS and CentreVu Supervisor administration necessary for implementation, the reports and report elements used to verify the solution, and things to keep in mind when implementing the solution. This chapter discusses the Skill Level with Service Objective and Least Occupied Agent components of CentreVu Advocate. Chapter 9Control Agent Time in Skill: this call center business need is described, along with the CMS and CentreVu Supervisor administration necessary for implementation, the reports and report elements used to verify the solution, and things to keep in mind when implementing the solution. This chapter discusses the Percent Allocation and Service Level Supervisor components of CentreVu Advocate. Chapter 10Make Agent Idle Time More Uniform: this call center business need is described, along with the CMS and CentreVu Supervisor administration necessary for implementation, the reports and report elements used to verify the solution, and things to keep in mind when implementing the solution. This chapter discusses the Least Occupied Agent component of CentreVu Advocate. Chapter 11Administer CentreVu® Advocate on the DEFINITY® ECS: includes information about planning and administering a call center from the DEFINITY® ECS side to optimally use CentreVu Advocate to meet business needs.
Preface CentreVu® Advocate Release 8 User Guide Organization and Use of This DocumentP-4 Chapter 12Administer CentreVu® Advocate With CentreVu® Supervisor: includes information about administering CentreVu Advocate for agents and skills through CentreVu Supervisor. Chapter 13CentreVu® Advocate Database Items and Calculations: includes information on the database items and calculations that have been added and/or modified to support CentreVu Advocate, along with general information regarding the CentreVu CMS database. GlossaryDefines CentreVu CMS, Supervisor, and CentreVu Advocate terms.
Preface CentreVu® Advocate Release 8 User Guide Conventions Used in This DocumentP-5 Conventions Used in This Document0 The following conventions are used throughout this document: Report Examples0The report examples included in this document were taken from test lab machines and are not intended to emulate real data. Report data will vary depending on your individual site. Related document calloutsInclude the document number (if a Lucent Technologies publication) and the book title in italic. For example, see the CentreVuâ Version 8 Reports Designer (585-210-929) document for more information. Courier font Designates an Informix * table name. For example, the csplit table. Also used for CMS administration; for example, the Agent Allocation? field on the System Parameters Customer Options form. “Chapter Names” Are always in quotes. italicHighlights references to file names and directories. For example, /cms. Also indicates trademarked and registered trademarked words. boldUsed for CentreVu Supervisor commands. Subsystem ReferencesAre always initial capitalized. For example, set the access permissions for CentreVu CMS users from the User Permissions subsystem. Window Titles Are always capitalized. * Informix is a registered trademark of Informix Software, Inc.
Preface CentreVu® Advocate Release 8 User Guide Related DocumentsP-6 Related Documents0 The following documents can help you use the CentreVu CMS software to its maximum capability. Those most closely related to this document are the Administration and Reports documents. All CentreVu Advocate information is included in this document. At this time, no CentreVu Advocate information is included in other standard Call Center documentation. lCentreVuâ CMS R3V8 Administration (585-210-910) lCentreVuâ Supervisor Version 8 Reports (585-210-929) lCentreVuâ Supervisor Version 8 Installation and Getting Started (585-210-928) lCentreVuâ Report Designer Version 8 User Guide (585-210-930) lLucent Call Center Release 8 Change Description (585-210-925) lLucent Call Center Release 8 Documentation CD-ROM (585-210-926) lCentreVu® CMS R3V8 Database Items and Calculations (585-210- 939) lDEFINITYâ Enterprise Communications Server Vectoring and EAS Guide (555-230-521).