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Lucent Technologies Centrevu Advocate Release 8 User Guide
Lucent Technologies Centrevu Advocate Release 8 User Guide
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Glossary CentreVu® Advocate Release 8 User Guide GL-19 Service LevelA time specified in seconds within which all calls should be answered. Normally set as an objective by management. Usually referred to as Acceptable Service Level. Service Level SupervisorService Level Supervisor is an override feature used to select skills for agents. Service Level Supervisor has Expected Wait Time (EWT) thresholds set for skills and can override normal agent call handling preferences to handle calls from a skill whose threshold has been exceeded (automatically changing call answering priorities for standard agents). Optionally, standard agents can keep their normal agent call handling preferences. Additional reserve agents can also be activated automatically when the skill is in the over threshold condition. Service ObjectiveService Objective works in conjunction with the Greatest Need and Skill Level call handling preferences to assign calls to agents as the agents become available. This feature is designed to give different levels of service to different skills. Service Objective allows you to administer an acceptable service level per skill. DEFINITY ECS R6 will determine which skill has a call with the highest percentage of time accrued toward the administered service objective time. Service Observing— Remote Single-User ModeOnly one person can log into CMS. Data collection continues if data collection is “on.” This mode is required to change some CMS administration. Service Observing— VDNsA feature available with G3V4 or later switches that gives a voice terminal user the ability to monitor the treatment a call receives as it is processed by a VDN. Single-User ModeOnly one person can log into CMS. Data continues to be collected if data collection is “on.” This mode is required to change some CMS administration. Sitesee Location SkillAn attribute that is assigned to an ACD Agent. Agent Skills can be thought of as the ability for an Agent with a particular set of skills to handle a call which requires one of those skills. In relationship to your call center, think of skill as a specific customer need/requirement or perhaps a business need of your call center. You will be defining your skills based on the needs of your customers and your call center. Staffed AgentAn Agent who is currently logged in to the switch.
Glossary CentreVu® Advocate Release 8 User Guide GL-20 Standard AgentsStandard agents are agents in a skill who are assigned a skill level from 1 to 16, rather than being reserve agents. Standard agents are also known as non-reserve agents. Standard agents can have roles of top, roving, backup, or allocated. Standard ReportsThe set of reports that are delivered with the CMS or CentreVu Supervisor software. StationAn unmeasured extension. An extension that is not currently staffed by an agent or that is a member of an unmeasured split/skill or hunt group. SubsystemEach CMS main menu selection (for example, Reports, Dictionary, System Setup, Exceptions, etc.) along with Timetable and Shortcut is referred to as a subsystem of the Call Management System throughout this document. SwitchA private switching system providing voice-only or voice and data communications services (including access to public and private networks) for a group of terminals within a customers premises. System AUXThe DEFINITY switches use the reason code 0 as the default code for situations in which the switch places the agent in the AUX mode automatically (for example, on login, when agents make or receive extension calls from AI/MI mode, when the agent is taken out of service due to failure to answer a ringing call) or logs the agent out (for example, during a Move Agent while Staffed operation). ASAI applications that change the agent’s work mode to AUX or log the agent out without specifying a reason code will result in change to AUX or logout with the default reason code. Tertiary Split/SkillGeneric 3 with vectoring, Generic 2.2 with EAS only. When a call is queued to multiple splits/skills, the third split/skill the call queued to in a VDN is called the tertiary split/skill. ThresholdsSupervisor thresholds are defined as Caution or Warning. Threshold highlight settings apply only to some real-time data items in real-time and integrated reports. For information on setting threshold highlights, see the CentreVu® CMS R3V6 Administration (585-215-850) document. Time FormatThe standard format for entering times on CMS reports. Acceptable formats are: lAM/PM format (for example, 7:30AM-5:00PM). lMilitary time format (for example, 7:30-17:00).
Glossary CentreVu® Advocate Release 8 User Guide GL-21 TimetableAn activity task or group of activities tasks (like reports) scheduled for completion at a time that is convenient and nondisruptive for your call centers operation. Top AgentsTop agents are agents who have skill level call handling preference and have the lowest level number (and highest skill level) administered for that skill and have been designated Top Agent for that skill (first administered, highest level). An agent can only be Top Agent on one skill at a time, but may have many skills with a level of 1, based on expertise. Also, an agent can have an assigned skill level lower than 1 for a skill, but can still be Top Agent for that skill is there are no other higher skill levels assigned on that skill. Top SkillFor an agent with Skill Level call handling preference, the designated highest priority skill is known as the agent’s “top skill.” The “top skill” represents the skill for which the agent is most likely to receive a call. Any time the agent becomes available, he/she will receive a call for the top skill. The agent will handle calls for other skills only if there are no calls queued for the agent’s top skill. The agent is considered a “top agent” for a skill if the agent has a skill level of “1” assigned for that skill. For agent tracking purposes, the top skill can also be considered the first- assigned, highest-level skill. This is the skill that the agent first logs into when logging in. In this case, any non-ACD call related time, such as AUX or after call work, would be recorded in this top skill. This is a key consideration in reports. Also, if an agent receives calls in two skills for which that agent has the same assigned skill level, and the calls queue at the same priority, the agent will receive the call in the agent’s first- assigned skill. TrunkA telephone circuit that carries calls between two switches, between a Central Office (CO) and a switch, or between a CO and a phone. Trunk GroupA group of trunks that are assigned the same dialing digits — either a phone number or a Direct Inward Dialed (DID) prefix. UCDSee Uniform Call Distribution. Uniform Call Distribution (UCD)The most idle agent for the skill will receive the call (if the agent is available). Universal Call Identifier (UCID)A number that uniquely identifies a call in a network of nodes that support UCID. This number will be a part of the records in the Call History feature of CMS.
Glossary CentreVu® Advocate Release 8 User Guide GL-22 UNKNOWNAn agent state. CMS does not recognize the current state. A trunk state. CMS does not recognize the state of the trunk. UpgradeMoving an existing CMS customer from one release/load to another, giving the customer the additional functionality provided in the new release. Depending on which release the customer is upgrading from, and to, the upgrade may involve upgrading the software only, or may involve upgrading software and hardware. When an upgrade involves a major release, then data migration may be a necessary part of the upgrade procedure. User IDThe login ID for a CMS user. User PermissionsA CMS subsystem that allows the CSM administrator to define user access permissions. User WindowA window you can move, size, or scroll. It may contain input fields, reports, or help information. VectorA list of steps that process calls in a user-defined manner. The steps in a vector can send calls to splits, play announcements and music, disconnect calls, give calls a busy signal, or route calls to other destinations. Calls enter vector processing via VDNs, which may have received calls from assigned trunk groups, from other vectors, or from extensions connected to the switch. Vector Directory Number (VDN)An extension number that enables calls to connect to a vector for processing. A VDN is not assigned an equipment location. It is assigned to a vector. A VDN can connect calls to a vector when the calls arrive over an assigned automatic-in trunk group or when calls arrive over a dial-repeating (DID) trunk group and the final digits match the VDN. The VDN by itself may be dialed to access the vector from any extension connected to the switch. VDN Calls-CountedAlso known as counted-calls to VDN and active VDN calls. A Call Vectoring capability available with G3V4 or later switches. Counted-calls to VDN is a parameter of the “go to step” and “go to vector” commands that provides conditional branching (to a different step in the same vector or to a different vector) based on the number of incoming trunk calls a VDN is currently processing. VDN Skill PreferenceUp to three skill(s) can be assigned to a VDN. Calls use VDN skills for routing based on your preference (as you administer it in the vector). VDN skill preferences are referred to in the vector as “1st,” “2nd,” or “3rd.”
Glossary CentreVu® Advocate Release 8 User Guide GL-23 A prioritized list of agent skills administered for a VDN that are required or preferred for the answering agent. VDN Skill Preferences represent the requirement that a call be routed to an ACD agent with a particular ability or set of abilities. Voice TerminalA telephone set, usually with buttons, that gives an agent some control over the way calls are handled. Weekly DataDaily data that have been converted to a weekly summary. Window CountThe number of primary windows that can be open at any one time. Write PermissionThe CMS user can add, modify, or delete data and execute processes. Write permission is granted from the User Permissions subsystem. Zero (0) Skill (Generic 2.2 with EAS)Every skill that ends with a “0” is called a zero skill. The zero skill is the first skill for each skill group.
Glossary CentreVu® Advocate Release 8 User Guide GL-24
Index CentreVu® Advocate Release 8 User Guide IN-1 Index Symbols % Aban . . . . . . . . . . . . . . . . . . 5-19, 13-22 % Aban Calls . . . . . . . . . . . . . . . . . . . 5-16 % Agent Occup (Group) w/ACW . . . . . . . . 13-23 % Agent Occup (Group) w/o ACW . . . . . . . 13-23 % Ans Calls. . . . . . . . . . . . . . . . . 3-17, 5-15 % Busy . . . . . . . . . . . . . . . . . . 5-19, 13-22 % Disconnect . . . . . . . . . . . . . . . . . . 13-22 % Flow Out . . . . . . . . . . . . . . . . . . . 13-23 % Within Service Level3-9, 3-16, 5-10, 5-15, 8-9, 8-11 . . . . . . 3-11, 3-17, 5-16 . . 3-10, 3-17, 3-18, 5-11, 5-15, 5-17, 7-9, 7-10, 7-12, 8-11 . . . . . . 3-11, 3-17, 5-16 . . . . . . 3-11, 5-11, 5-15 3-9, 3-16, 5-10, 5-15, 8-9, 8-11 A Aban . . . . . . . . . . . . . . . . . . . . . . . 5-15 Aban Calls . . . . . . . . . . . . . . . . . 3-16, 8-11 Abandoned . . . . . . . . . . . . . . 3-10, 5-10, 8-9 Abandoned Call. . . . . . . . . . . . . . . . . .GL-1 Abandoned Call Search. . . . . . . . . . . . . .GL-1 ABNCALLS . . . . . . . . . . . . . . 3-11, 3-17, 5-16 ABNCALLS1-10. . . 3-10, 3-16, 5-10, 5-15, 8-9, 8-11 ABNTIME . . . . . . . . . . . . . . . 3-11, 3-17, 5-16 About Graphical Reports . . . . . . . . . . . . . 9-14 ACCEPTABLE . . . . 3-9, 3-16, 5-10, 5-15, 8-9, 8-11 Acceptable Service Changed. . . . . 4-20, 4-22, 9-13 Acceptable Service Level. . . . . . 2-35, 2-37, GL-1 Acceptable Service Level field . . . . . . . . . 12-13 Access Permissions. . . . . . . . . . . . . . . .GL-1 ACD. . . . . . . . . . . . . . 5-19, 7-13, 8-13, GL-1 ACD Call . . . . . . . . . . . . . . . . . . . . .GL-1 ACD Calls. . . . . . . . . . . . . . . 3-16, 5-15, 8-11 ACDCALLS . 3-10, 3-11, 3-16, 3-17, 5-10, 5-11, 5-15, 7-9, 8-11, 9-16 ACDCALLS1-10. . . 3-10, 3-16, 5-10, 5-15, 8-9, 8-11 Acknowledgment . . . . . . . . . . . . . . . . .GL-1 Activate Agent Trace . . . . . . . . . . . . . . .GL-1 Active Agents . . . . . . . . . . . . . . . . . . .GL-1 Active VDN Calls . . . . . . . . . . . . . . . . .GL-1 ACW . . . . . . . . . . . . . . . . . . . . . . .GL-1 ACW Considered Idle. . . . . . . . . . . . 2-6, 2-32 Add Agents to Skill . . . . . . . . . . . . . . . . 12-8 Add Agents to Skill Dialog Box . . . . . . . . . . 12-8 Add Skills per Agent . . . . . . . . . . . . . . . 12-3 Additional Information on Call Center Administration . . . . . . . . . . . . . . . . . . 2-1 Adjunct/Switch Applications Interface (ASAI). . .GL-2 Administer Call Handling Preferences . . . . . . 12-4 Administrative data, definition. . . . . . . . . . . 13-3Advocate Call Center Benefits. . . . . . . . . . . P-1 Advocate Database Items and Calculations. . . 13-1 After Call Work (ACW). . . . . . . . . . . . . . GL-2 After Call Work (ACW) Considered Idle? . . . . 2-14 Agent . . . . . . . . . . . . . . . . . . . . 7-2, GL-2 Agent Administration. . . . . . . . . . . . 12-1, 12-2 Add Agents to Skill . . . . . . . . . . . . . . 12-8 Add Skills per Agent . . . . . . . . . . . . . 12-3 Assign Direct Agent Skill . . . . . . . . . . . 12-6 Assign Reserve Agents. . . . . . . . . . . . 12-5 Change Agent Skills Dialog Box . . . . 12-1, 12-2 Copy/Paste Agent Skills . . . . . . . . . . . 12-6 Delete Skills per Agent . . . . . . . . . . . . 12-4 Introduction . . . . . . . . . . . . . . . . . . 12-2 Move Agents between Skills . . . . . . . . . 12-10 Move Agents Between Skills Dialog Box . . . 12-11 Multi-Agent Skill Change Dialog Box . . . . . 12-7 Remove Agents form Skill . . . . . . . . . . 12-9 Review Agent Skills. . . . . . . . . . . . . . 12-3 Agent and Call Selection . . . . . . . . . . . . . 1-1 Agent Call Handling Table. . . . . . . . . . . . . 2-4 Agent Counts . . . . . . . . . . . . . . . . . . 13-5 Agent Database Items. . . . . . . . . . . 13-1, 13-16 Agent Level Decisions. . . . . . . . . . . . . . 2-21 Percent Allocation . . . . . . . . . . . . . . 2-21 Reserve Skills. . . . . . . . . . . . . . . . . 2-21 Skill Level. . . . . . . . . . . . . . . . . . . 2-21 Skill Mix. . . . . . . . . . . . . . . . . . . . 2-21 Table . . . . . . . . . . . . . . . . . . . . . 2-22 Agent Level Decisions Table . . . . . . . . . . 2-22 Agent Login ID. . . . . . . . . . . . . . . . . . GL-2 Agent Login/Logout Database Items . . . 13-1, 13-19 Agent Occupancy . . . . . . . . . . . . . . . . GL-2 Agent Position EAS. . . . . . . . . . . . . . . . . . . . . . GL-2 Non-EAS . . . . . . . . . . . . . . . . . . . GL-2 Agent Role. . . . . . . . . . . . . . . . . 13-5, GL-3 Agent Selection . . . . . . . . . . . . . . . . . GL-3 Agent Selection Methods EAD-LOA . . . . . . . . . . . . . . . . . . . 1-11 EAD-MIA . . . . . . . . . . . . . . . . . . . 1-11 Least Occupied Agent . . . . . . . . . . . . 1-10 Most Idle Agent. . . . . . . . . . . . . . . . 1-11 Overview . . . . . . . . . . . . . . . . . . . 1-10 UCD-LOA. . . . . . . . . . . . . . . . . . . 1-11 UCD-MIA . . . . . . . . . . . . . . . . . . . 1-12 Agent Skill . . . . . . . . . . . . . . . . . . . . GL-3 Agent State . . . . . . . . . . . . . . . . . . . GL-3 Agent Summary report. . . . . 3-19, 4-24, 7-14, 10-9 Agent Surplus Condition. . . . . . . . . . . . . GL-3 Agent Template . . . 4-6, 5-5, 6-6, 7-4, 8-4, 9-5, 12-6 Agent Terminal . . . . . . . . . . . . . . . . . GL-3 Agent Time in Skill. . . . . . . . . . . . . . . . 13-5 Agent Trace . . . . . . . . . . . . . . . . . . . GL-3 Agent Work TIme . . . . . . . . . . . . . . . . GL-3
Index CentreVu® Advocate Release 8 User Guide IN-2 Agents Active Chart - Flex Agents . . . . . . . . 6-18 Agents Active Chart - Reserve1 Agents . . . . . 6-18 Agents Active Chart - Top Agents . . . . . . . . 6-18 AGINRING . . . . . . . . . . . . . . . . . . . . 9-10 AGRING . . . . . . . . . . . . . . . . . . . . . . 9-9 AGTIME. . . . . . . . . . . . . . . . 6-22, 6-25, 9-15 Algorithm . . . . . . . . . . . . . . . . . . . . . GL-4 Allocated Agents . . . . . . . . . . . . . . . . . GL-4 ANI . . . . . . . . . . . . . . . . . . . . . . . . GL-4 Announcement . . . . . . . . . . . . . . . . . . GL-4 ANSTIME. . . . . . 3-10, 3-17, 5-11, 5-15, 7-9, 8-11 ASA. . . . . . . . . . . . . . . . . . . . . . . . GL-4 ASAI . . . . . . . . . . . . . . . . . . . . . . . GL-4 Assign Direct Agent Skill . . . . . . . . . . . . . 12-6 Assign Reserve Agents. . . . . . . . . . . . . . 12-5 Audience . . . . . . . . . . . . . . . . . . . . . P-1 Auto-Available Split. . . . . . . . . . . . . . . . GL-4 Auto-In (AI) . . . . . . . . . . . . . . . . GL-3, GL-4 Automate Moving Agents Additional Reports Information. . . . . . . . . . 6-9 Agent Selection . . . . . . . . . . . . . . . . . 6-2 Call Selection . . . . . . . . . . . . . . . . . . 6-2 Customer Example . . . . . . . . . . . . . . . 6-1 Implementation . . . . . . . . . . . . . . . . . 6-2 Modified Reports. . . . . . . . . . . . . .6-9, 6-25 Overview. . . . . . . . . . . . . . . . . . . . . 6-1 Reports . . . . . . . . . . . . . . . . . . . . . 6-8 Reports Database Items and Calculations. . . . 6-9 Supervisor Administration . . . . . . . . . . . . 6-4 Switch Administration . . . . . . . . . . . . . . 6-3 Things to Note . . . . . . . . . . . . . . . . . 6-30 Verify the Solution Through Reports. . . . . . . 6-8 Automate Supervisor Actions. . . . . . . . . . . 2-26 Automatic Call Distribution (ACD) . . . . . . . . GL-4 Automatic Number Identification (ANI) . . . . . . GL-4 AUX. . . . . . . . . . . . . . . . . . . . . . . . GL-4 Auxiliary Work (AUX) . . . . . . . . . . . . . . . GL-5 AUXREASON. . . . . . . . . . . . . . . . . . . 9-16 AVAIL. . . . . . . . . . . . . . . . . . . . . . . GL-5 Available (AVAIL). . . . . . . . . . . . . . . . . GL-5 Available Agent. . . . . . . . . . . . . . . . . . GL-5 Available Work State . . . . . . . . . . . . . . . GL-5 Average Agent Service Time . . . . . . . . . . . GL-5 Average Speed of Ans - Seconds . 3-18, 5-17, 7-10, 7-12 Average Speed of Answer2-35, 3-10, 5-11, 5-15, GL-5 Average Time to Abandon . . . . . . . . . . . . 3-11 Avg Aban Time . . . . . . . . . . . . . . . 3-17, 5-16 Avg Speed Ans . . . . . . . . . . . . . . . 3-17, 8-11 Avg Speed of Answer. . . . . . . . . . . . . . . . 7-9 AWORKMODE . . . . . . . . . . . . . . . . . . 9-15 B Backup Agents . . . . . . . . . . . . . . . . . . GL-5 Better Serve Selected Callers Additional Reports . . . . . . . . . . . . . . . . 8-7Better Serve Selected Callers, (continued) Additional Reports Information . . . . . . . . . 8-7 Agent Selection. . . . . . . . . . . . . . . . . 8-2 Call Selection. . . . . . . . . . . . . . . . . . 8-2 Customer Example. . . . . . . . . . . . . . . 8-1 Implementation. . . . . . . . . . . . . . . . . 8-2 Modified Reports . . . . . . . . . . . . . . . . 8-13 Report Database Items and Calculations . . . 8-7 Reports. . . . . . . . . . . . . . . . . . . . . 8-7 Supervisor Administration . . . . . . . . . . . 8-3 Switch Administration. . . . . . . . . . . . . . 8-2 Things to Note . . . . . . . . . . . . . . . . . 8-15 Verify the Solution Through Reports . . . . . . 8-7 Build Stronger Relationships with Some Customers . . . . . . . . . . . . . . . . . . . . 2-24 Busy Hour Data . . . . . . . . . . . . . . . . . . 13-3 C cagent. . . . . . . . . . . . . . . . . . . . . . . 13-7 Calculation. . . . . . . . . . . . . . . . . . . . GL-5 Call and Agent Selection . . . . . . . . . . . . . 2-2 Introduction. . . . . . . . . . . . . . . . . . . 2-2 Understanding Agent Selection . . . . . . . . 2-3 Understanding Call Selection. . . . . . . . . . 2-2 Call Center Administration. . . . . . . . . 12-1, 12-12 Add Agents to Skill . . . . . . . . . . . . . . . 12-8 Set Acceptable Service Levels. . . . . . . . 12-12 Split/Skill Call Profile Setup Dialog Box 12-1, 12-12 Call Center Solution Automate Moving Agents. . . . . . . . . . . . 6-1 Control Agent Time in Skill . . . . . . . . . . . 9-1 Give Better Service to Selected Callers . . . . 8-1 Handle Any Media . . . . . . . . . . . . . . . 4-1 Make Agent Idle Time More Uniform. . . . . . 10-1 Make Average Speed of Answer More Uniform 7-1 Maximize Revenues . . . . . . . . . . . . . . 3-1 Minimize Abandoned Calls. . . . . . . . . . . 5-1 Call Handling Preference . . . . . . . . . . . . . 10-5 Greatest Need . . . . . . . . . . . . . . . . . 12-4 Percent Allocation . . . . . . . . . . . . . . . 12-5 Skill Level. . . . . . . . . . . . . . . . . . . . 12-4 Call Handling Preference (CHP) . . . . . 2-17, GL-6 Call Profile Report. . . . . . . . . . . . 3-8, 5-9, 8-8 Call Queue . . . . . . . . . . . . . . . . . . . GL-6 Call Selection . . . . . . . . . . . . . . . . . . GL-6 Call Selection Measurement . . . . . . . 2-14, GL-6 Call Selection Methods Greatest Need . . . . . . . . . . . . . . . . . 1-3 overview . . . . . . . . . . . . . . . . . . . . 1-2 Percent Allocation . . . . . . . . . . . . . . . 1-4 Predicted Wait Time . . . . . . . . . . . . . . 1-6 Service Level Supervisor. . . . . . . . . . . . 1-6 Service Objective. . . . . . . . . . . . . . 1-4, 2-2 Skill Level. . . . . . . . . . . . . . . . . . . . 1-3 understanding call selection . . . . . . . . . . 1-2
Index CentreVu® Advocate Release 8 User Guide IN-3 Call Selection Override. . . . . . 1-7, 2-8, 2-14, GL-6 default setting . . . . . . . . . . . . . . . . . . 2-8 OFF . . . . . . . . . . . . . . . . . . . . . . . 2-9 ON. . . . . . . . . . . . . . . . . . . . . . . . 2-8 results of ON/OFF . . . . . . . . . . . . . . . 2-11 System Parameters DEFINITY form. . . . . . . 2-8 Call Selection Override OFF . . . . . . . . . 1-8, 2-9 Call Selection Override ON. . . . . . . . . . 1-7, 2-8 Call Surplus Condition . . . . . . . . . . . . . . GL-6 Call Vectoring. . . . . . . . . . . . . . . . . . . GL-6 Call Work Code (CWC). . . . . . . . . . . . . . GL-6 Call-Based Data . . . . . . . . . . . . . . . . . 13-4 Call-Based Data, definition . . . . . . . . . . . . 13-4 Call-Based Items . . . . . . . . . . . . . . . . . GL-6 Caller Needs . . . . . . . . . . . . . . . . . . . GL-7 Calls Carried . . . . . . . . . . . . . . . . . . . GL-7 Calls Waiting . . . . . . . . . . . . . . . . . . . . 7-8 CALLSOFFERED. . 3-9, 3-11, 3-16, 3-17, 5-10, 5-11, 5-15, 5-16, 8-9, 8-11 CentreVu Supervisor . . . . . . . . . . . . . . . GL-7 CentreVu® Advocate definition. . . . . . . . . . . . . . . . . . . . . 1-1 system requirements. . . . . . . . . . . . . . . 1-1 CentreVu® Advocate definition. . . . . . . . . . GL-7 Change Agent Skills . . . . . . . . . . . . . . . GL-7 Change Agent Skills Dialog Box3-3, 4-4, 5-4, 6-4, 7-3, 8-3, 9-4, 12-1, 12-2 Add Skill per Agent . . . . . . . . . . . . . . 12-3 Assign Direct Agent Skill. . . . . . . . . . . . 12-6 Assign Reserve Agents . . . . . . . . . . . . 12-5 Copy/Paste Agent Skills . . . . . . . . . . . . 12-6 Delete Skills per Agent. . . . . . . . . . . . . 12-4 Review Agent Skills . . . . . . . . . . . . . . 12-3 CMS . . . . . . . . . . . . . . . . . . . . . . . GL-7 Combining Advocate Solutions. . . . . . . . . . 2-24 Overview. . . . . . . . . . . . . . . . . . . . 2-24 table . . . . . . . . . . . . . . . . . . . . . . 2-26 to build stronger customer relationships. . . . 2-24 to improve agent fairness . . . . . . . . . . . 2-26 to improve call center efficiency . . . . . . . . 2-25 to match callers and agents . . . . . . . . . . 2-24 to schedule multi-skill agents . . . . . . . . . 2-25 to treat all agents the same . . . . . . . . . . 2-25 to treat some agents differently . . . . . . . . 2-25 Combining Advocate Solutions Table . . . . . . 2-26 Connected (CONN). . . . . . . . . . . . . . . . GL-7 Connected Call . . . . . . . . . . . . . . . . . . GL-7 Control Agent Time in Skill Additional Reports Information. . . . . . . . . . 9-6 Agent Selection . . . . . . . . . . . . . . . . . 9-2 Call Selection . . . . . . . . . . . . . . . . . . 9-2 Customer Example . . . . . . . . . . . . . . . 9-1 Implementation . . . . . . . . . . . . . . . . . 9-2 Modified Reports. . . . . . . . . . . . . . . . 9-17 Overview. . . . . . . . . . . . . . . . . . . . . 9-1 Report Database Items and Calculations . . . . 9-6 Reports . . . . . . . . . . . . . . . . . . . . . 9-6Control Agent Time in Skill, (continued) Supervisor Administration . . . . . . . . . . . 9-3 Switch Administration . . . . . . . . . . . . . 9-3 Things to Note . . . . . . . . . . . . . . . . . 9-19 Verify the Solution Through Reports . . . . . . 9-6 Conventions used in this document. . . . . . . . P-5 Copy/Paste Agent Skills. . . . . . . . . . . . . . 12-6 csplit. . . . . . . . . . . . . . . . . . . . . . . . 13-7 Cumulative data, definition . . . . . . . . . . . . 13-3 Current . . . . . . . . . . . . . . . . . . . . . GL-7 Current Interval . . . . . . . . . . . . . . . . . GL-7 Current Wait Time. . . . . . . . . . . . . 2-31, GL-7 Custom CentreVu® Advocate Solutions . . . . . 2-1 Agent Level Decisions . . . . . . . . . . . . . 2-21 Agent Level Decisions Table. . . . . . . . . . 2-22 Combining Advocate Solutions Table . . . . . 2-26 Matching Features to Goals Table . . . . . . . 2-32 Organization Level Decisions Table . . . . . . 2-17 Overview . . . . . . . . . . . . . . . . . . . . 2-1 Planning Your Call Center . . . . . . . . . . . 2-13 Skill Level Decision Table . . . . . . . . . . . 2-20 System Level Decisions Table . . . . . . . . . 2-15 Within an Organization. . . . . . . . . . . . . 2-19 CWC. . . . . . . . . . . . . . . . . . . . . . . GL-7 D DA_ACDCALLS. . . . . . . . . . . . . . . . . . 9-16 DA_SKILL. . . . . . . . . . . . . . . . . . . . . 9-16 DABN . . . . . . . . . . . . . . . . . . . . . . GL-7 DACALLS_FIRST. . . . . . . . . . . . . . . . 13-16 DACD . . . . . . . . . . . . . . . . . . . . . . GL-7 DACW. . . . . . . . . . . . . . . . . . . . . . GL-8 dagent. . . . . . . . . . . . . . . . . . . . . . . 13-7 Daily Data . . . . . . . . . . . . . . . . . . . . GL-8 Data Collection Off . . . . . . . . . . . . . . . GL-8 Data Collection On . . . . . . . . . . . . . . . GL-8 Data Points . . . . . . . . . . . . . . . . . . . GL-8 Database . . . . . . . . . . . . . . . . . . . . GL-8 Database Calculations . . . . . . . . . . . . . 13-21 Database Item. . . . . . . . . . . . . . . . . . GL-8 Database Item Types . . . . . . . . . . . . . . . 13-3 Database Items . . . . . . . . . . . . . . . . . . 13-2 Agent. . . . . . . . . . . . . . . . . . . . . 13-16 Agent Login/Logout. . . . . . . . . . . . . . 13-19 Split/Skill . . . . . . . . . . . . . . . . . . . . 13-9 Database Table Names. . . . . . . . . . . 13-1, 13-7 Database Tables . . . . . . . . . . . . . . . . GL-8 Agent. . . . . . . . . . . . . . . . . . . . . . 13-2 Agent Login/Logout. . . . . . . . . . . . . . . 13-2 Split/Skill . . . . . . . . . . . . . . . . . . . . 13-2 Database Terminology . . . . . . . . . . . . . . 13-6 Date . . . . . . . . . . . 4-19, 4-20, 5-19, 7-12, 8-13 Date Format. . . . . . . . . . . . . . . . . . . GL-8 Dates . . . . . . . . . . . . . . . . . . . . . . . 7-13 DEDICATED_AGT . . . . . . . . . . . . . . . 13-21 Default Skill (Generic 2.2 with EAS). . . . . . . GL-9
Index CentreVu® Advocate Release 8 User Guide IN-4 Delete. . . . . . . . . . . . . . . . . . . . . . . GL-9 Delete Skills per Agent . . . . . . . . . . . . . . 12-4 Designer Reports. . . . . . . . . . . . . . . . . GL-9 Destination . . . . . . . . . . . . . . . . . . . . 4-19 Dialed Number Identification Service (DNIS). . . GL-9 Dictionary. . . . . . . . . . . . . . . . . . . . . GL-9 Calculations . . . . . . . . . . . . . . . . . 13-21 DID . . . . . . . . . . . . . . . . . . . . . . . . GL-9 Direct Abandon (DABN) . . . . . . . . . . . . . GL-9 Direct Agent ACD (DACD) . . . . . . . . . . . . GL-9 Direct Agent ACW (DACW). . . . . . . . . . . . GL-9 Direct Agent Calling. . . . . . . . . . . . . . . . GL-9 Direct Agent Calls. . . . . . . . . . . . . . .2-6, 2-29 Percent Allocation . . . . . . . . . . . . . . . . 2-6 Skill Level . . . . . . . . . . . . . . . . . . . . 2-6 Direct Agent Calls First . . . . . . . . . . . 12-5, GL-9 Direct Agent Skill . . . . . . . . . . . . . . . . . 12-6 DIRECTION. . . . . . . . . . . . . . . . . . . . 9-15 Document contents. . . . . . . . . . . . . . . . P-1 Drill-Down AUX Reserve2 Agents Report . . . . 6-22 Drill-Down Graphical AUX Reserve1 Agents Report . 10-4 Drill-Down Reports . . . . . . . . . . . . . . . . . 6-9 Drill-Down Work State Report for Reserve1 Agents . 6-25 dsplit . . . . . . . . . . . . . . . . . . . . . . . 13-7 E EAD. . . . . . . . . . . . . . . . . . . . . . . . GL-9 EAD-LOA2-3, 2-23, 2-24, 2-25, 2-26, 2-28, 2-31, 2-32, 2-33, 2-34, 2-35, 2-36, 2-39 EAD-MIA2-3, 2-23, 2-24, 2-25, 2-27, 2-32, 2-33, 2-34, 2-39 Administration . . . . . . . . . . . . . . . . . 1-12 Description. . . . . . . . . . . . . . . . . . . 1-11 EAS. . . . . . . . . . . . . . . . . .2-24, 2-26, GL-9 Entity . . . . . . . . . . . . . . . . . . . . . . GL-10 Error Message . . . . . . . . . . . . . . . . . GL-10 EWT . . . . . . . . . . . . . . . . . . . . . . GL-10 Exception . . . . . . . . . . . . . . . . . . . . GL-10 Exception Reports . . . . . . . . . . . . . . . GL-10 Expected Wait Time . . . . . . . . . . GL-10, GL-11 Expected Wait Time (EWT). . . . . . . . . . . GL-10 Expert Agent Distribution . . . . . . . . . . . . . 2-33 Expert Agent Distribution (EAD) . . . 2-3, 2-39, GL-10 Expert Agent Selection (EAS) . . . . . . . . . GL-11 EXTENSION . . . . . . . . . . . . . . . . . . . 9-15 Extension Call . . . . . . . . . . . . . . . . . GL-11 F FACTIVE_AG. . . . . . . . . . . . . . . . . . 13-21 FAGINRING . . . . . . . . . 4-17, 6-13, 6-18, 13-10 FAVAILABLE . . . . . . . . . . . . . . . . . . 13-10 FBUSY . . . . . . . . . . . . . . . . . . . . . GL-11 FDISC. . . . . . . . . . . . . . . . . . . . . . GL-11FINACW. . . . . . . . . . . . 4-17, 6-13, 6-18, 13-10 FINAUX . . . . . . . . . . . . . . . 4-17, 6-12, 13-10 Flex Agents . . . . . . . . . . . . . . . . . . . GL-11 Flex Agents Staffed . . . . . . . . . 6-25, 6-26, 6-27 . . . . . . . . . . . . . . . . . . . . . . . . . 6-16 Flexible Routing . . . . . . . . . . . . . . . . . GL-11 FONACD . . . . . . . . . . . 4-17, 6-13, 6-18, 13-10 Forced Disconnect (FDISC). . . . . . . . . . . GL-12 Forced Multiple Call Handling (FMCH) . . . . . GL-12 FOTHER. . . . . . . . . . . . . . . 4-17, 6-13, 13-10 FSTAFFED . . . . . . . 6-16, 6-25, 6-26, 6-27, 13-10 FTE_AGENTS. . . . . . . . . . . . . . . .9-9, 13-21 FTEA_AVAUX. . . . . . . . . . . . . . . . . . 13-21 Full time equivalent agents staffed . . . . . . . . 9-9 G GNONACD . . . . . . . . . . . . . . . . . . . 13-11 Graphical Reports Introduction. . . . . . . . . . . . . . . . . . . 9-14 Greatest Need. . 2-23, 2-25, 2-26, 2-28, 12-4, GL-12 Administration . . . . . . . . . . . . . . . . . 1-3 Description . . . . . . . . . . . . . . . . . . . 1-3 H hagent. . . . . . . . . . . . . . . . . . . . . . . 13-7 Handle Any Media Additional Reports . . . . . . . . . . . . . . . 4-9 Agent Selection. . . . . . . . . . . . . . . . . 4-2 Assigning Reserve Agents . . . . . . . . . . . 4-5 Call Selection. . . . . . . . . . . . . . . . . . 4-3 Change Agent Skills Dialog Box . . . . . . . . 4-4 Customer Example. . . . . . . . . . . . . . . 4-1 Customer Options . . . . . . . . . . . . . . . 4-3 Hunt Group. . . . . . . . . . . . . . . . . . . 4-3 Implementation. . . . . . . . . . . . . . . . . 4-2 Modified Reports . . . . . . . . . . . . . . . . 4-23 Overview . . . . . . . . . . . . . . . . . . . . 4-1 Report Database Items and Calculations . . . 4-9 Reports. . . . . . . . . . . . . . . . . . . . . 4-9 Split/Skill Call Profile Setup Dialog Box . . . . 4-7 Supervisor Administration . . . . . . . . . . . 4-4 Supervisor Options. . . . . . . . . . 4-6, 5-5, 6-6 Switch Administration. . . . . . . . . . . . . . 4-3 Things to Note . . . . . . . . . . . . . . . . . 4-25 Verify the Solution Through Reports . . . . . . 4-9 Help Schedule Agents with Multiple Skills. . . . . 2-25 Historical Agent Group Summary report . 3-19, 4-24, 7-14, 10-9 Historical and Real-Time Data . . . . . . . . . . 13-3 Historical Database . . . . . . . . . . . . . . . GL-12 Historical Graphical Average Positions Staffed Report . . . . . . . . . . . . . . . . . . . . . . 9-11 Input Fields. . . . . . . . . . . . . . . . . . . 9-12 Report Example . . . . . . . . . . . . . . . . 9-13