Lucent Technologies Centrevu Advocate Release 8 User Guide

							  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Agent Administration12-7
Multi-Agent Skill 
Change Dialog 
Box
0
The Multi-Agent Skill Change dialog box is used in CentreVu Supervisor 
to move groups of agents between skills or to add agents to or remove 
agents from a skill. This dialog box can only be used with active agents 
with existing login IDs. As with administering an agent login ID, new 
agent login IDs must be administered on the ECS.
If a change is requested for an agent or agents that are active on calls or 
unavailable (on non-ACD calls, on hold, or with direct agent calls waiting 
in queue), a pending flag will display next to the agent login ID. The 
pending flag will display until the move can be completed. Update the 
Multi-Agent Skill Change dialog box by pressing F5 or by double-clicking 
on the skill in the skill list to see a list of agents assigned to that skill.
Access the Multi-Agent Skill Change dialog box with the following steps:
1. Select Com
mands from the CentreVu Supervisor controller.
2. Select A
gent Administration.
3. Select the ACD by entering the ACD in the text box or selecting an 
ACD from the drop-down history list.
4. Select Multi-Agent Skill Change on the Operations tab.
5. Select OK. The Multi-Agent Skill Change dialog box will display.
NOTE: 
						

							  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Agent Administration12-8
Add Agents to Skill 0Agents are added to a skill by using the Add Agents to Skill dialog box, 
accessed from the Multi-Agent Skill Change dialog box.
You cannot use this procedure to add multiple agents to a skill if those 
agents have a call handling preference of Percent Allocation. Doing so 
would remove the administered percentages.
1. Select S
kills: Skill List. The Skill List dialog box will display.
2. Select a skill that has agents assigned to it who you want to assign 
to another skill. 
3. Select the agents to assign to another skill by using Ctrl, click or 
Shift, click to select multiple agents.
4. Select A
gents: Add Agents to Skill. The Add Agents to Skill dialog 
box will display.
5. Select the skill in the Add: To Skill field.
6. Select the Skill Level that the added agents will have for the skill
(1-16, r1, r2).
7. Select OK to accept the skill assignment, or Script to save the 
procedure as a script.
NOTE: 
						

							  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Agent Administration12-9
Options0Once the agent list is open for a skill, you may add or reassign agents 
using one of the following two options:
lSelect an agent or agents form the list. Click the right mouse button 
and select Add Agents to Skill. The Add Agents to Skill dialog box 
displays. proceed with step 5, above.
lOpen an agent list for the skill to which you want to add agents. 
Select the agent or agents from the original skill’s agent list and drag 
and drop the agents into the new skill using the mouse.
Remove Agents 
from Skill
0
Agents can be removed from a skill by using the Remove Agents from 
Skill dialog box, accessed from the Multi-Agent Skill Change dialog box.
You cannot use this procedure to remove multiple agents from a skill if 
those agents have a call handling preference of Percent Allocation. 
Doing so would also remove the administered percentages.
1. Select S
kills: Skill List. The Skill List dialog box will display.
2. Select a skill that has agents assigned to it who you want to remove 
from the skill. 
3. Select the agents to remove from the skill by using Ctrl, click or 
Shift, click to select multiple agents.
4. Select A
gents: Remove Agents from Skill. The Remove Agents 
from Skill dialog box will display.
5. Select OK to remove the agents from the skill, or Script to save the 
procedure as a script.
Option0Once the agent list is open for a skill, you may remove agents from the 
skill by selecting an agent or agents from the list, clicking the right mouse 
button, and selecting Remove Agents from Skill. The Remove Agents 
from Skill dialog box will display. Proceed with step #5, above.
NOTE:
  
						

							  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Agent Administration12-10
Move Agents 
Between Skills
0
The Multi-Agent Skill Change dialog box may be used to move a group of 
agents between skills.
1. Select S
kills: Skill List. A list of administered skills will display.
2. Select A
gents: List All Staffed Agents. A list of active, logged in 
agents will display.
3. Select a skill by double clicking on that skill in the Skill List. A list of 
active agents assigned to that skill will display. Alternately, Select 
S
kills: Open Selected Skill and open a specific skill.
4. Select the names of agents that you want to move to this skill in the 
Agent List window. 
5. Hold down the Ctrl key and drag the agents to the open skill. 
						

							  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Agent Administration12-11
Move Agents 
Between Skills 
Dialog Box
0
Agents may also be moved between skills by using the Move Agents 
Between Skills dialog box, accessed from the Multi-Agent Skill Change 
dialog box. 
1. Select the agents from the Agent List that you want to move to 
another skill.
2. Select A
gents: Move Agent to Another Skill. The Move Agents 
Between Skills dialog box Will Display.
3. Select the Skill in the Move: To Skill field.
4.If you want to preserve the agents’ original levels for this skill, select 
Preserve Original Levels.
5. If you want to assign new skill levels (the same level will be chosen 
for all agents moved), select Level, and set the skill level that the 
added agents will have for the skill (1-16, r1, r2).
6. Select OK to accept the skill assignment, or Script to save the 
procedure as a script. 
						

							  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Call Center Administration12-12
Call Center Administration0
Acceptable Service Levels for a skill may be administered through 
CentreVu Supervisor, using the Split/Skill Call Profile Setup dialog box. 
As with agent login IDs and agent groups, initial skill (hunt group) 
administration must happen on the 
DEFINITY  ECS (see Chapter 11, 
“ Administering 
CentreVu® Advocate on DEFINITY® ECS” for more 
information on hunt groups).
Set Acceptable 
Service Levels
0
Acceptable Service Levels for a skill may be administered for exiting 
skills through 
CentreVu Supervisor. New skills must be initially 
administered on the 
DEFINITY ECS.
Split/Skill Call 
Profile Setup 
Dialog Box
0
Use the Split/Skill Call Profile Setup dialog box 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 window is 
accessed from the Com
mands Controller item, on the Call Center 
Administration tab. 
						

							  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Call Center Administration12-13
Field Descriptions0Use 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.
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 must be the same as the service 
level administered on the 
DEFINITY ECS forms.
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. 
						

							  Administer CentreVu® Advocate through CentreVu® Supervisor CentreVu® Advocate Release 8 User Guide
Call Center Administration12-14 
						

							  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
Overview13-1
13  CentreVu® Advocate Database Items and 
Calculations
Overview0
This chapter describes the CentreVu ®  Call Management System (CMS) 
database tables, the items in the database tables, and the standard 
Dictionary calculations that use the database items. The chapter is organized 
as follows:
lHow Database Items and Calculations Are Presented
lDatabase Table Names
lSplit/Skill Database Items
lAgent Database Items
lAgent Login/Logout Database Items
lStandard Dictionary Calculations
lReports-specific Calculations. 
						

							  CentreVu® Advocate Database Items and Calculations CentreVu® Advocate Release 8 User Guide
How Database Items and Calculations Are Presented13-2
How Database Items and Calculations Are Presented0
Introduction0This section outlines how the CentreVu CMS database items and 
calculations are presented later in the chapter.
Database Items0This chapter defines database items used in CentreVu CMS reports. All 
new 
CentreVu Advocate items are available on the DEFINITY® 
Enterprise Communications Server (ECS), Release 6 (R6) and later.
Sample Database 
Item Table
0
The database items are presented in a table format, according to ACD 
element (split/skill, agent, vector, vector directory number [VDN], trunk, 
trunk group, exception, and so on). Below is an example of how the table 
information is presented: 
Database Tables 0The following database item tables are included in this chapter:
lSplit/Skill
lAgent
lAgent Login/Logout.
Items in Different 
Ta b l e s
0
Many database items are included in more than one database table. 
When an item is in more than one table, the definition may or may not be 
the same from table to table.
Items in Definitions0Database items that are used in the description of another database item 
are in boldface type. Database Item Description Type
DATABASE ITEMThe definition of the database item is given here. Any 
additional information, such as other database items that are 
included in the sum of the database item, or specific switches 
that the database item applies to, is also listed.C, A, S, I, 
N, M, or B