Lucent Technologies Centrevu Advocate Release 8 User Guide

							  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Feature Interactions11-29
Extension Calls 
and LOA
11
The following table illustrates how LOA tracks extension calls since agent 
AUX time is not included in the calculation of agent occupancy:
Most Idle Agent 
(MIA)
11
The Most Idle Agent (MIA) agent selection method may be used with 
Service Level Supervisor, Percent Allocation, Predicted Wait Time, and 
Service Objective.
The Most Idle Agent (MIA) and Least Occupied Agent (LOA) agent 
selection methods are mutually exclusive.
Move Agent 
While Staffed
11
All existing restrictions (for example, removing an agent’s only skill) are 
unaffected by 
CentreVu Advocate features. The Extension Call is: LOA:
in AUX ignores this time
in Auto-In/Manual-In with no ACD 
call on holdtracks this as idle time
with an ACD call on hold tracks this as work time
in  ACW If “ACW Considered Idle?” is Y on 
the 
DEFINITY System 
Parameters form, LOA tracks as 
idle time
If “ACW Considered Idle?” is N 
on the 
DEFINITY System 
Parameters form, LOA tracks this 
as work time 
						

							  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Feature Interactions11-30
Multiple Call 
Handling (MCH)
11
When a reserve agent in an MCH skill becomes available and the skill is 
over threshold, the agent is eligible to receive calls for that skill and all 
existing MCH rules apply. When a reserve agent in an MCH skill 
becomes available and the skill is not over threshold, the agent is not 
eligible to receive calls for that skill regardless of the MCH type.
The administered Multiple Call Handling type for a skill does not change 
when the skill is over threshold.
Interaction with 
Percent Allocation
11
All time with one or more ACD calls ringing, active, or on hold for two or 
more skills is included in the calculation of an agent’s work time for each 
of the skills, in effect “double counting” the agent’s work time. This 
“double counting” affects call selection using the Percent Allocation 
feature.
“Double counting” does not occur with Least Occupied Agent, since 
agents’ time is not tracked by skill.
Multiple Priority 
Queuing
11
Queue priority is used in the skill selection process with the following 
CentreVu Advocate features:
lService Level Supervisor (over threshold skills only)
lPredicted Wait Time
lService Objective.
Queue priority is not used in the skill selection process with Percent 
Allocation. (Least Occupied Agent is an agent selection process, so 
queue priority is not a factor.)
Queue priority is always considered in selecting a call within a queue. 
The highest priority call that has waited the longest is always selected.
Multiple Skill 
Queuing
11
When using Service Level Supervisor, a call queued as a result of the 
Multiple Skill Queuing feature may change the state of a skill from normal 
to level 1 or from level 1 to level 2. Similarly, dequeuing a call queued as 
a result of the Multiple Skill Queuing feature may change the state of a 
skill from level 2 to level 1 or from level 1 to normal.
NOTE: 
						

							  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Feature Interactions11-31
Non-ACD Calls11Time for non-ACD calls ringing, active, or on hold is not included in the 
calculation of an agent’s work time for Least Occupied Agent and Percent 
Allocation.
Redirect on No 
Answer (RONA)
11
All time with one or more ACD calls ringing is included in the calculation 
of an agent’s work time and occupancy. This time includes calls that are 
ultimately redirected by RONA.
Interaction with 
Service Level 
Supervisor
11
A call queued after being redirected may change the state of a skill from 
normal to level 1 or from level 1 to level 2, and such calls may be routed 
to reserve agents.
Timed ACW11If the “ACW Agents Considered Idle” option is not set, Timed ACW time is 
included in the calculation of an agent’s work time for Least Occupied 
Agent and Percent Allocation.
Interaction with 
Service Level 
Supervisor
11
The administered Timed ACW Interval for a skill does not change, in the 
DEFINITY ECS R6 release or later, when that skill is over the level 1 or 
level 2 threshold.
Uniform Call 
Distribution 
(UCD)
11
The Least Occupied Agent selection method may be used with Uniform 
Call Distribution (UCD).
VDN of Origin 
Announcement
11
All time listening to a VDN of Origin Announcement is included in the 
calculation of an agent’s work time for Least Occupied Agent and Percent 
Allocation.
VuStats11No VuStats data types have been modified for CentreVu Advocate. No 
new VuStats data types have been added. 
						

							  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Feature Interactions11-32 
						

							  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Overview12-1
12  Administer CentreVu® Advocate through 
CentreVu® Supervisor
Overview0
This chapter covers the following areas of CentreVu® Advocate 
implementation through 
CentreVu Supervisor:
Agent Administration:
lChange Agent Skills Dialog Box
— Get Agent Skills
— Add Skills per Agent
— Delete Skills per Agent
— Administer Call Handling Preferences:
— Greatest Need:
Service Objective
— Skill Level:
Service Objective
Make Top Skill
— Percent Allocation:
Direct Agent Calls First
— Assign Reserve Agents
— Use an Agent Template
— Select Direct Agent Skill
lMulti-Agent Skill Change Dialog Box
— Add Agents to Skill 
— Remove Agents From Skill 
— Move Agents Between Skills 
Call Center Administration: Set Acceptable Service Levels. 
						

							  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Agent Administration12-2
Agent Administration0
Introduction0Agents and agent groups with existing login IDs can be administered to 
use 
CentreVu Advocate through CentreVu® Supervisor, rather than 
through the 
DEFINITY® ECS administration dialog boxes (Chapter 11 
“Administering 
CentreVu Advocate on DEFINITY® ECS”). New agent 
login IDs must be initially administered on the 
DEFINITY, and then the 
agent must log in for the changes to take effect. Agents are administered 
in 
CentreVu Supervisor using either the Change Agent Skills dialog box 
or the Multi-Agent Skill Change dialog box.
Change Agent 
Skills Dialog Box
0
To access the Change Agent Skills dialog box, 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. 
						

							  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Agent Administration12-3
4. Select Change Agent Skills on the Operations tab.
Alternately, the Change Agent Skills dialog box is accessible from 
the Multi-Agent Skill Change dialog box. After opening the Multi-
Agent Skill Change dialog box from Agent Administration, select a 
skill from the skill list by double-clicking on it. An active agents list 
will display. Select an agent by double-clicking on an agent ID. The 
Change Agent Skills dialog box will display. In addition, selecting 
A
gent: Change Agent Skills on the Multi-Agent Skill Change 
dialog box after first selecting an agent will open the Change Agent 
Skills dialog box
5. Select OK. The Select Agent/Template dialog box will display.
6. Select an agent or agent template by entering the agent or template 
name in the text box, using the drop-down history list or using the 
history button.
7. Select OK. The Change Agent Skills dialog box will display with the 
selected agent’s information.
Review Agent Skills0On the Change Agent Skills dialog box, review an agent’s skill 
assignments.
1. Once an agent or template is selected on the Select Agent/Template 
Dialog Box, the Change Agent Skills dialog box will display with the 
agent’s skill assignments populated.
2. Review the agent’s skill assignments.
3. Select OK to accept the skill assignments.
Add Skills per 
Agent
0
Individual agent login IDs can be added to a skill through either individual 
administration or copying an existing skill mix definition from one agent 
login ID to another (see “Assign Direct Agent Skill” 
in this chapter). On 
the Change Agent Skills dialog box, assign an agent to a skill.
1. Select Add Skills.
2. Add skills for the agent. The Add Agent Skills dialog box will display.
3. Select a skill for the agent and administer the agent’s skill level or 
percent allocation for that skill (see “Administer Call Handling 
Preferences” ).
4. Select OK to accept the skill assignments. 
						

							  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Agent Administration12-4
Delete Skills per 
Agent
0
You may remove an agent from a skill using the following procedure on 
the Change Agent Skills dialog box. 
1. Select the skill from which you want to remove the agent by 
selecting the entire line of the skill assignment.
2. Select Delete Skills.
3. The Delete Skills dialog box will display.
4. Select OK to delete the skill(s).
Administer Call 
Handling 
Preferences
0
Agent call handling preferences can be administered through the Change 
Agent Skills Dialog Box. Three call handling preferences are available 
with 
CentreVu Advocate: Greatest Need, Skill Level, and Percent 
Allocation. Greatest Need and Skill Level can be administered in 
conjunction with Service Objective, and Percent Allocation can be 
administered in conjunction with Direct Agent Calls First. Skill Level can 
be administered in conjunction with Make Top Skill. See Chapter 6, 
“Agent Administration,” in the 
CentreVu® CMS R3V8 Administration 
document (585-210-910), and “Use an Agent Template” 
in this section for 
additional information.
Greatest Need0To administer Greatest Need, use the following procedure.
1. Select Call Handling Preference: Greatest Need. 
2. To administer Service Objective, Select the Service Objective 
check box. 
3. Select Add Skills.
4. Add the Agent’s Skills. The Assigned Skills grid will display. 
5. Set the agent’s skill level for each assigned skill.
6. To make a skill the agent’s top skill (skill level: 1), select the skill in 
the Grid and select Make Top Skill.
7. Select OK to accept the assignment.
Skill Level0To administer Skill Level call handling preference for an agent, use the 
following procedure.
1. Select Call Handling Preference: Skill Level.
2. To administer Service Objective, Select the Service Objective 
check box. 
						

							  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Agent Administration12-5
3. Select Add Skills.
4.Add the Agent’s Skills. The Assigned Skills grid will display.
5. Set the agent’s skill level for each assigned skill. 
6. To make a skill the agent’s top skill (skill level: 1), select the skill in 
the Grid and select Make Top Skill.
7. Select OK to accept the assignment.
Percent Allocation0On the Change Agent Skills dialog box, set an agent’s call handling 
preference to Percent Allocation.
1. Select Call Handling Preference: Percent Allocation.
2.Optional: Select the Direct Agent Calls First check box. Selecting 
Direct Agent Calls First will override the administered percentages 
if calls do not mirror the forecast used to determine percentages. In 
addition, Direct Agent Calls First will ensure that Direct Agent Calls 
are sent to the agent first, even in an over threshold situation.
3. Set the agent’s percentage for each assigned skill. The total must be 
equal to 100 percent across all skills.
4.Optional: To make a skill the agent’s top skill (skill level: 1), select 
the skill in the Grid and select Make Top Skill.
5. Select OK to accept the assignment.
Assign Reserve 
Agents
0
Reserve agents are agents assigned a skill level of Reserve 1 or Reserve 
2 for the skills that they are backing up (not set as their Top Skill). An 
agent may have a reserve 1 skill level set for more than one skill, in 
addition to his or her top skill and other skill(s) that may have skill levels 
of 2-16. To assign reserve agents, use the following steps on the Change 
Agent Skills dialog box:
1. Select Call Handling Preference: Greatest Need or Skill Level or 
Percent Allocation
2. To administer Service Objective, Select the Service Objective 
check box.
3. Select Add Skills.
4. Add skills for the agent based on the agent’s expertise. The 
Assigned Skills grid will display. 
						

							  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Agent Administration12-6
5.Set the reserve agent’s skill level to Reserve 1 (R1) or Reserve2 
(R2) for each assigned skill that the agent will receive calls for only 
after that skill has exceeded its administered level 1 or level 2 
thresholds.
6. Select OK to accept the assignment.
Use an Agent 
Te m p l a t e
0
If 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.
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.
You may assign a script to change agent skills for up to 50 agents by 
selecting the Script button. See the 
CentreVu® CMS R3V8 
Administration
 document (585-210-910) for more information.
Assign Direct 
Agent Skill
0
Optionally, you may select the agent’s Direct Agent Skill. This will also 
override the percentages administered if a call comes in for this skill.
1. To select a Direct Skill for the agent, select the skill from the drop-
down Direct Agent Skill: list. 
2. The skill selected will become the skill for which the agent will 
always receive calls.
NOTE: