Lucent Technologies Centrevu Advocate Release 8 User Guide

							  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Administering Call Selection11-9
After you’ve implemented Service Level Supervisor in a skill with the 
recommended Level 1 threshold, determine the Average Time to 
Abandon in the skill. Set the skill’s Level 2 threshold about 5 seconds 
below its Average Time to Abandon. For example, if this time for a 
hypothetical skill is 25 seconds, set the Level 1 threshold to 20 seconds. 
If Average Time to Abandon is 40 seconds, set the Level 2 threshold to 
35 seconds.
Calculating the 
Maximum Number of 
Reserve Agents for a 
Skill
11
Use the formula below to calculate the number of dedicated reserve 
agents for a skill that will yield the lowest Average Speed of Answer.* 
For example, assume you want to determine the optimal number of Level 
1 reserve agents for a skill that has 12 standard agents, a Level 1 
threshold of 30 seconds, a Level 2 threshold of 60 seconds, and an 
average call handling time of 180 seconds. The formula would look like 
this:
You would not want to assign more than 2 Level 1 reserve agents to this 
skill. If you did, you would see no significant reduction in the Average 
Speed of Answer.
How many Level 2 reserve agents might you assign to this skill? 
Using the same formula, we see that you would want to assign no more 
than 4 Level 2 reserve agents in order to obtain the maximum 
improvement in ASA.
In general, the longer a skill’s call handling time, the fewer reserve agents 
you’ll want to assign to the skill. The greater the difference between FTEs 
and agents logged into a skill, the fewer reserve agents you’ll want to 
*“Dedicated reserved agents” means agents who are only assigned to skills as reserve agents. Standard agents in 
some skills may also be assigned to other skills as reserve agents. This formula is for calculating the optimal number 
of dedicated reserve agents only.MaxNumberofReserveAgentsThresholdLevel ondssec ()NumberofStdAgents ´
AverageCallHandlingTime ondssec () -----------------------------------------------------------------------------------------------------------------------------------
=
230 12´
180 -------------------
=
460 12´
180 -------------------
=
NOTE: 
						

							  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Administering Call Selection11-10
assign. For example, with 10 agents logged in but only 1.3 FTEs 
occupied by calls, you might not need any reserve agents. If 10 agents 
are logged in and 8.6 FTEs are occupied by calls, you might need close 
to the maximum number of recommended reserve agents.
If you assign more than the optimal number of reserve agents to a skill, 
you will increase the average time between calls for the reserve agents. 
This may be desirable if there are other tasks you want the agents to 
perform between calls. 
To  A d m i n i s t e r  
Service Level 
Supervisor
11
1. Start by answering the following questions for your application. You 
may want to copy the worksheet on page 13
 and use it to organize 
information. Use one worksheet for each skill that will use Service 
Level Supervisor.
a. Which skills will use Service Level Supervisor?
b. What EWT will you set as the Level 1 threshold? What EWT 
will you set as the Level 2 threshold?
c. Which reserve agents will become available at Level 1? Which 
will become available at Level 2?
2. At the command line prompt of your SAT or terminal emulator, type 
change system-parameters features and press  .
The Feature-Related System Parameters form appears.
3. Go to page 8 of the System-Parameters Features form
Return
change system-parameters features  Page 8 of 8
CALL CENTER SYSTEM PARAMETERS
AGENT AND CALL SELECTION
MIA Across Splits or Skills? _
ACW Agents Considered Idle? _
Call Selection Measurement: __________________
Service Level Supervisor Call Selection Override? _
REASON CODES
Aux Work Reason Code Type: ____
Logout Reason Code Type: ____
CALL MANAGEMENT SYSTEM
Adjunct CMS Release: ____
ACD Login Identification Length: _
BCMS/VuStats Measurement Interval: ____
BCMS/VuStats Abandon Call Timer (seconds): ____
Validate BCMS/VuStats Login IDs? _
Clear VuStats Shift Data: ________ 
						

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Administering Call Selection11-11
4. In the Service Level Supervisor Call Selection Override field, enter 
lY, if you want to override the normal call handling preferences 
of a skill’s assigned agents whenever the skill exceeds its 
thresholds.
lN, if you do not want to override the normal call handling 
preferences of a skill’s assigned agents whenever the skill 
exceeds its thresholds.
This setting applies to all agents (regularly assigned agents and 
reserve agents as well as top agents, backup agents, and roving 
agents). Since this setting is made at the system level, it will 
automatically apply to every skill for which Service Level Supervisor 
is enabled. For more information on the effects of the call selection 
override setting, see Chapter 2, “Custom 
CentreVu® Advocate 
Solutions.”
5. Press 
 to save your changes.
6. At the command line prompt of your SAT or terminal emulator, type 
change hunt-group xxx and press  . (“xxx” is the number 
of a skill on which you want to activate Service Level Supervisor.)
The Hunt Group form for the specified skill appears.
7. If the Service Level Supervisor? field is not already set to Y, enter Y 
in this field.
8. In the Level 1 Threshold (sec) field, enter the Level 1 EWT you 
chose in step 1.
9. In the Level 2 Threshold (sec) field, enter the Level 2 EWT you 
chose in step 1.
10. Press 
 to save your changes.
Enter
Return
 change hunt-group xxx Page 2 of X
                                  HUNT GROUP
Skill? _ Acceptable Service Level (sec): ___
AAS? _ Expected Call Handling Time (sec): ___
Measured: ______ VuStats Objective: ____
Supervisor Extension: ____ Timed ACW Interval (sec): ___
Priority on Intraflow? _ Service Level Supervisor? _
Inflow Threshold (sec): ____ Level 1 Threshold (sec): ___
Controlling Adjunct: ____ Level 2 Threshold (sec): ___
Adjunct Link Extension: ____
Multiple Call Handling: ___________ Redirect on No Answer (rings): ___
Redirect to VDN: _____
Forced Entry of Stroke Counts or Call Work Codes? _
Enter 
						

							  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Administering Call Selection11-12
11. At the command line prompt, type change agent-loginID 
xxxxx and press . (“xxxxx” is the loginID for the agent you 
want to change.)
The Agent LoginID form appears
.
12. Assign this agent to the skill as a reserve agent by doing the 
following:
a. In an available space of the SN (Skill Number) column, enter 
the number of the skill for which you want this agent on 
reserve.
b. In the RL (Reserve Level) column, in the space next to the skill 
number, enter one of the following:
l1, if this agent will be activated at the Level 1 Threshold.
l2, if this agent will be activated at the Level 2 Threshold.
13. When you finish, press 
 to save your changes.
14. Repeat steps 7–9 for each agent you are assigning as a reserve 
agent for the skill.
To make station administration easier, leave Auto Answer for 
reserve agents’ stations set to the default and control auto answer 
for the agents from the Auto Answer field on the Agent LoginID form. 
When EAS is optioned, agents’ auto answer setting overrides the 
setting of the station they log into.
Return
change agent-loginID xxxxx Page 1 of 1
                             AGENT LOGINID
Login ID: _____ AAS? _
Name: _________________________ AUDIX? _
TN: ___ LWC Reception: _______
 COR: _ AUDIX Name for Messaging: _______ 
Coverage Path: ____  Messaging Server Name for Messaging: _______
Security Code: ____ LoginID for ISDN Display? _
Direct Agent Skill: ___  Password: _________
Call Handling Preference: ___________ Password (enter again): _________
Service Objective? _ Auto Answer: ______
SN RL SL PA SN RL SL PA SN RL SL PA SN RL SL PA
1: __ _ __ ___ 6: __ _ __ ___ 11: __ _ __ ___ 16: __ _ __ ___
2: __ _ __ ___ 7: __ _ __ ___ 12: __ _ __ ___ 17: __ _ __ ___
3: __ _ __ ___ 8: __ _ __ ___ 13: __ _ __ ___ 18: __ _ __ ___
4: __ _ __ ___ 9: __ _ __ ___ 14: __ _ __ ___ 19: __ _ __ ___
5. __ _ __ ___ 10: __ _ __ ___ 15: __ _ __ ___ 20: __ _ __ ___
      WARNING:  Agent must log in again before skill changes take effect
Enter
NOTE: 
						

							  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor11-13
Worksheet for Service Level Supervisor11
Complete one worksheet for each skill.
Skill Number: _____
Level 1 Threshold: _____ 
Level 2 Threshold: _____Reserve Agent Names
Reserve Agent Names 
						

							  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor11-14
Call Handling 
Preferences
11
DEFINITY ECS provides three call handling preferences. Call handling 
preferences are set for each agent. When calls are waiting in queue and 
an agent becomes available, that agent’s assigned preference 
determines which call is selected.
Call selection only takes place when calls are waiting in queue. When 
agents are available and there are no calls in queue, 
DEFINITY ECS 
uses the agent selection methods described above to select an agent for 
a call.
Service Objective11When you use the greatest need or skill level call handling preferences, 
you may also use the Service Objective feature.
When Service Objective is enabled, 
DEFINITY ECS selects calls for 
agents according to the ratio of Predicted Wait Time or Current Wait Time 
to the administered Acceptable Service Level in an agent’s assigned 
skills. Setting a lower Acceptable Service Level for more important skills 
will improve Average Speed of Answer for those skills as compared to 
less important skills.If an agent’s call 
handling 
preference is…When calls are in queue for several of an 
agent’s assigned skills and the agent 
becomes available…
Greatest Need The agent receives the oldest, highest priority 
call from all their assigned skills.
Percent Allocation The agent receives a call from the skill that will 
otherwise deviate most from its administered 
allocation.
Skill Level The agent receives the oldest, highest priority 
call for the skill in which the agent has the 
highest skill level (lowest skill number).
NOTE: 
						

							  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor11-15
Call Handling 
Preferences and 
Service Objective
11
The table on the following pages shows how each call handling 
preference works with the different agent and call selection methods. 
When reading the “Call Selection” column, remember that when an agent 
becomes available 
DEFINITY ECS first selects the agent’s skill from 
which a call will be chosen. Once a skill has been selected, the call 
chosen from that skill is 
always the highest priority call that has waited the 
longest. 
Agent 
Selection 
Method Call Handling 
PreferenceAgent Selection
Agents are available: 
When a new call arrives, it 
is delivered to the 
available agent who…Call Selection
Agents are not available 
and calls are in queue: 
When an agent becomes 
available, the switch picks 
the agent’s skill that…
UCD-MIAGreatest Need Has been idle the longest 
since the last call.Has the oldest, highest 
priority call.
Greatest Need with 
Service ObjectiveHas the highest priority call 
with the longest wait time 
in comparison to the skill’s 
Acceptable Service Level.
Skill Level Is the agent’s highest level 
skill with calls in queue 
and has the oldest, highest 
priority call.
Skill Level with 
Service ObjectiveIs the agent’s highest level 
skill with calls in queue 
and has the highest priority 
call with the longest wait 
time in comparison to the 
skill’s Acceptable Service 
Level.
Percent Allocation Will otherwise deviate 
most from its administered 
allocation.  
						

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Worksheet for Service Level Supervisor11-16
UCD-LOAGreatest  Need Has the lowest percentage 
of work time since login.Has the oldest, highest 
priority call.
Greatest Need with 
Service ObjectiveHas the highest priority call 
with the longest wait time 
in comparison to the skill’s 
Acceptable Service Level.
Skill Level Is the agent’s highest level 
skill with calls in queue 
and has the oldest, highest 
priority call.
Skill Level with 
Service ObjectiveIs the agent’s highest level 
skill with calls in queue 
and has the highest priority 
call with the longest wait 
time in comparison to the 
skill’s Acceptable Service 
Level.
Percent Allocation Will otherwise deviate 
most from its administered 
allocation. Agent 
Selection 
Method Call Handling 
PreferenceAgent Selection
Agents are available: 
When a new call arrives, it 
is delivered to the 
available agent who…Call Selection
Agents are not available 
and calls are in queue: 
When an agent becomes 
available, the switch picks 
the agent’s skill that… 
						

							  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor11-17
EAD-MIAGreatest Need 1. Has the highest skill 
level for the call’s 
skill.
2. Has been idle the 
longest since the last 
call for that skill.Has the oldest, highest 
priority call.
Greatest Need with 
Service ObjectiveHas the highest priority call 
with the longest wait time 
in comparison to the skill’s 
Acceptable Service Level.
Skill Level Is the agent’s highest level 
skill with calls in queue 
and has the oldest, highest 
priority call.
Skill Level with 
Service ObjectiveIs the agent’s highest level 
skill with calls in queue 
and has the highest priority 
call with the longest wait 
time in comparison to the 
skill’s Acceptable Service 
Level.
Percent Allocation Will otherwise deviate 
most from its administered 
allocation. Agent 
Selection 
Method Call Handling 
PreferenceAgent Selection
Agents are available: 
When a new call arrives, it 
is delivered to the 
available agent who…Call Selection
Agents are not available 
and calls are in queue: 
When an agent becomes 
available, the switch picks 
the agent’s skill that… 
						

							  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor11-18
Setting Up Call 
Handling 
Preference
11
Before You Start11lAny new hunt groups and agent login IDs must be created on the 
DEFINITY ECS System Administration Terminal (SAT). However, 
you can administer call handling preferences for existing agents 
from the SAT or from the Change Agent Skill screen in 
CentreVu 
Supervisor. These instructions assume you are using the System 
Administration Terminal (SAT) or terminal emulation software to 
administer the switch. EAD-LOAGreatest Need 1. Has the highest skill 
level for the call’s 
skill.
2. Has the lowest 
percentage of work 
time since login for 
that skill.Has the oldest, highest 
priority call.
Greatest Need with 
Service ObjectiveHas the highest priority call 
with the longest wait time 
in comparison to the skill’s 
Acceptable Service Level.
Skill Level Is the agent’s highest level 
skill with calls in queue 
and has the oldest, highest 
priority call.
Skill Level with 
Service ObjectiveIs the agent’s highest level 
skill with calls in queue 
and has the highest priority 
call with the longest wait 
time in comparison to the 
skill’s Acceptable Service 
Level.
Percent Allocation Will otherwise deviate 
most from its administered 
allocation. Agent 
Selection 
Method Call Handling 
PreferenceAgent Selection
Agents are available: 
When a new call arrives, it 
is delivered to the 
available agent who…Call Selection
Agents are not available 
and calls are in queue: 
When an agent becomes 
available, the switch picks 
the agent’s skill that…