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Lucent Technologies Centrevu Advocate Release 8 User Guide
Lucent Technologies Centrevu Advocate Release 8 User Guide
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Index CentreVu® Advocate Release 8 User Guide IN-5 Historical Graphical Skill Overload Report . . . . 4-18 Input Fields . . . . . . . . . . . . . . . . . . 4-18 Report Description. . . . . . . . . . . . . . . 4-20 Report Example . . . . . . . . . . . . . . . . 4-20 Things to Know for CentreVu Advocate . . . . 4-18 Historical Reports. . . . . . . . . . . . . . . . GL-12 Historical Split/Skill Call Profile Report3-15, 5-14, 8-10 Report Description. . . . . . . . . 3-16, 5-15, 8-11 Report Example . . . . . . . . . . 3-16, 5-14, 8-10 Things to Know for CentreVu Advocate .3-15, 5-14, 8-10 Historical Split/Skill Graphical ASA Report.3-17, 5-16, 7-9 Report Description. . . . . . . . . 3-18, 5-17, 7-10 Report Example . . . . . . . . . . 3-17, 5-16, 7-10 Things to Know for CentreVu Advocate .3-17, 5-16, 7-9 Histroical Graphical Average Positions Staffed Report Report Description. . . . . . . . . . . . . . . 9-13 Things to Know for CentreVu Advocate . . . . 9-11 HOLD. . . . . . . . . . . . . . . . . . . . . . GL-12 hsplit . . . . . . . . . . . . . . . . . . . . . . . 13-7 Hunt Group Type . . . . . . . . . . . . . . . . . 2-17 I I_NORMTIME. . . . . . . . . . . . . . . . . . 13-13 I_OL1TIME . . . . . . . . . . . . . . . . . . . 13-13 I_OL2TIME . . . . . . . . . . . . . . . . . . . 13-13 IDLE . . . . . . . . . . . . . . . . . . . . . . GL-12 Idle Agent Queue. . . . . . . . . . . . . . . . GL-12 II . . . . . . . . . . . . . . . . . . . . . . . . GL-12 Improve Agent Fairness . . . . . . . . . . . . . 2-26 Improve Overall Call Center Efficiency. . . . . . 2-25 INACW . . . . . . . . . . . . . . . . . . . . 9-9, 9-10 Index Database Items . . . . . . . . . . . . . . 13-3 Information Indicator (II) . . . . . . . . . . . . GL-12 INQUEUE. . . . . . . . . . . . . . . . . . . . . . 7-8 INRING . . . . . . . . . . . . . . . . . . . . . . . 7-8 Integrated Graphical Skill Overload Report. . . . 4-21 Input Fields . . . . . . . . . . . . . . . . . . 4-21 Report Description. . . . . . . . . . . . . . . 4-22 Report Example . . . . . . . . . . . . . . . . 4-22 Things to Know for CentreVu Advocate . . . . 4-21 Integrated Services Digital Network (ISDN) . . GL-12 Interval-based data, definition . . . . . . . . . . 13-4 Interval-Based Items . . . . . . . . . . . . . . GL-12 Intrahour Interval . . . . . . . . . . . . . . . . GL-13 Introduction. . . . . . . . . . . . . . . . . . . . 12-2 L Least Occupied Agent (LOA). . 2-3, 2-31, 2-34, 2-35, 2-36, 2-39, GL-13 Administration . . . . . . . . . . . . . . . . . 1-11 Agent Selection . . . . . . . . . . . . . . . . 1-10 Description. . . . . . . . . . . . . . . . . . . 1-10Least Occupied Agent (LOA), (continued) EAD-LOA. . . . . . . . . . . . . . . . . . . . 1-11 Result. . . . . . . . . . . . . . . . . . . . . . 1-11 UCD-LOA. . . . . . . . . . . . . . . . . . . . 1-11 LEVEL. . . . . . . . . . . . . . . . . . . 9-16, 13-16 List Trace Advocate. . . . . . . . . . . . . . . GL-13 LOA and AUX Time . . . . . . . . . .1-10, 2-4, 11-29 Logical Agent . . . . . . . . . . . . . . . . . . GL-14 LOGID. . . . . . . . . . . . . . . . .6-20, 6-23, 9-15 LOGOFF . . . . . . . . . . . . . . . . . . . . GL-14 LOGON . . . . . . . . . . . . . . . . . . . . . GL-14 LOGONSTART . . . . . . . . . . . . . . . . . . 9-16 M magent . . . . . . . . . . . . . . . . . . . . . . 13-7 Maintenance. . . . . . . . . . . . . . . . . . . GL-14 Maintenance Busy (MBUSY) . . . . . . . . . . GL-14 Make Agent Idle Time More Uniform Additional Reports Information. . . . . . . . . 10-4 Agent Selection. . . . . . . . . . . . . . . . . 10-2 Call Selection. . . . . . . . . . . . . . . . . . 10-2 Customer Example. . . . . . . . . . . . . . . 10-1 Implementation. . . . . . . . . . . . . . . . . 10-2 Modified Reports . . . . . . . . . . . . . . . . 10-4 Overview . . . . . . . . . . . . . . . . . . . . 10-1 Report Database Items and Calculations . . . 10-4 Reports. . . . . . . . . . . . . . . . . . . . . 10-3 Switch Administration . . . . . . . . . . . . . 10-2 Things to Note . . . . . . . . . . . . . . . . 10-12 Verify the Solution Through Reports . . . . . . 10-3 Make ASA More Uniform Additional Report Information . . . . . . . . . 7-7 Additional Reports . . . . . . . . . . . . . . . 7-6 Agent Selection. . . . . . . . . . . . . . . . . 7-2 Call Selection. . . . . . . . . . . . . . . . . . 7-2 Customer Example. . . . . . . . . . . . . . . 7-1 Implementation. . . . . . . . . . . . . . . . . 7-2 Modified Report . . . . . . . . . . . . . . . . 7-14 Overview . . . . . . . . . . . . . . . . . . . . 7-1 Report Database Items and Calculations . . . 7-7 Reports. . . . . . . . . . . . . . . . . . . . . 7-6 Supervisor Administration . . . . . . . . . . . 7-3 Switch Administration . . . . . . . . . . . . . 7-3 Things to Note . . . . . . . . . . . . . . . . . 7-15 Verify the Solution Through Reports . . . . . . 7-6 Make Top Skill. . . . . . . . . . . . . . . . 12-4, 12-5 Manual In (MI). . . . . . . . . . . . . . . . . . GL-14 Manual-In (MI). . . . . . . . . . . . . . . . . . GL-14 Match Caller With Most Qualified Agent . . . . . 2-24 Matching Features to Goals Table . . . . . . . . 2-32 Max Positions Allocated. . . . . . . . . . . . . . 9-13 MAX_DEDICATED_AGT . . . . . . . . . . . . 13-21 MAX_FTE_AGENTS . . . . . . . . . . . . . . 13-21 MAX_TOT_PERCENTS. . . . . . . . . . . . . 13-13
Index CentreVu® Advocate Release 8 User Guide IN-6 Maximize Revenues Additional Information on Reports . . . . . . . . 3-7 Agent Selection . . . . . . . . . . . . . . . . . 3-2 Call Selection . . . . . . . . . . . . . . . . . . 3-2 Customer Example . . . . . . . . . . . . . . . 3-1 Overview. . . . . . . . . . . . . . . . . . . . . 3-1 Reports . . . . . . . . . . . . . . . . . . . . . 3-7 Reports Database Items and Calculations. . . . 3-8 Supervisor Administration . . . . . . . . . . . . 3-3 Switch Administration . . . . . . . . . . . . . . 3-2 Things to Note . . . . . . . . . . . . . . . . . 3-20 Verify the Solution Through Reports. . . . . . . 3-7 Maximum Delay - Seconds. . . . . . . . . . . . 7-13 Maximum Interval Value data. . . . . . . . . . . 13-3 MAXOCWTIME. . . . . . . . . . . . . . . . . . 7-13 MBUSY . . . . . . . . . . . . . . . . . . . . . GL-14 MCH . . . . . . . . . . . . . . . . . . . . . . GL-14 Measured. . . . . . . . . . . . . . . . . . . . GL-14 MIA . . . . . . . . . . . . . . . . . . . . . . . GL-14 MIA Across Splits/Skills. . . . . . . . . . . . . . . 2-5 Minimize Abandoned Calls Additional Report Information . . . . . . . . . . 5-8 Additional Reports . . . . . . . . . . . . . . . . 5-8 Agent Selection . . . . . . . . . . . . . . . . . 5-2 Call Selection . . . . . . . . . . . . . . . . . . 5-2 Customer Example . . . . . . . . . . . . . . . 5-1 Implementation . . . . . . . . . . . . . . . . . 5-2 Modified Report . . . . . . . . . . . . . . . . 5-19 Overview. . . . . . . . . . . . . . . . . . . . . 5-1 Report Database Items and Calculations . . . . 5-8 Reports . . . . . . . . . . . . . . . . . . . . . 5-8 Supervisor Administration . . . . . . . . . . . . 5-4 Switch Administration . . . . . . . . . . . . . . 5-3 Things to Note . . . . . . . . . . . . . . . . . 5-19 Verify the Solution Through Reports. . . . . . . 5-8 Modified Reports for CentreVu® Advocate.4-23, 5-19, 6-25, 7-14, 8-13, 9-17, 10-4 Drill-Down Top Agent Work State Report . . . 6-28, 10-10 Drill-Down Work State Report . . . . . 6-29, 10-11 Integrated Graphical Split/Skill View Report. . 6-29, 8-14 Real-Time Agent Information Report . . . . . 9-17 Real-Time Graphical Information Report . . . 10-5 Real-Time Graphical Top Skill Status Report . 6-27 Real-Time Multi-ACD Top Agent Report. . . . 6-25 Real-Time Queue/Agent Status Report .8-14, 9-18, 10-7 Real-Time Queue/Top Agent Status Report6-26, 8- 13, 10-6 Real-Time Skill Top Agent Report. . . . 6-27, 10-9 Real-Time Split/Skill Graphical Status Report.9-17, 10-5 Real-Time Split/Skill Graphical Top Skill Status Report . . . . . . . . . . . . . . . . . . . . 10-8 Skill State . . . . . . . . . . . . . . . . . . . 4-23 Modify. . . . . . . . . . . . . . . . . . . . . . GL-15Monthly Data . . . . . . . . . . . . . . . . . . GL-15 Most Idle Agent . . . . . . . . . . . . . . .2-31, 2-34 Most Idle Agent (MIA) . . . . . . . . . . . 2-39, GL-15 Most Idle Agent Across Skills? . . . . . . . . . . 2-14 Move Agents Between Skills . . . . . . . . . . 12-10 Move Agents Between Skills Dialog Box . . . . 12-11 MOVEPENDING . . . . . . . . . . . . . . . . . 9-16 msplit . . . . . . . . . . . . . . . . . . . . . . . 13-7 Multi-Agent Skill Change . . . . . . . . . . . 7-6, 8-5 Multi-Agent Skill Change Dialog Box . . . 12-7, GL-16 Add Agents to Skill . . . . . . . . . . . . . . . 12-8 Move Agents Between Skills . . . . . . . . . 12-10 Move Agents Between Skills Dialog Box. . . 12-11 Remove Agents From Skill. . . . . . . . . . . 12-9 Multiple Call Handling (MCH) . . . . . . GL-15, GL-16 Multiple Split Queuing. . . . . . . . . . . . . . GL-16 Multiuser Mode . . . . . . . . . . . . . . . . . GL-16 N Name (Synonym) Fields. . . . . . . . . . . . . GL-16 Next (disabled) . . . . . . . . . . . . . . . . . GL-16 Nonprimary Split/Skill . . . . . . . . . . . . . . GL-16 Nonzero (0) Skill (Generic 2.2 with EAS) . . . . GL-16 Normal Condition . . . . . . . . . . . . . . . . GL-16 O Oldest Call Waiting . . . . . . . . . . . . . . . . 7-9 OLDESTCALL. . . . . . . . . . . . . . . . . . . 7-9 ONACD . . . . . . . . . . . . . . . . . . . 9-9, 9-10 Organization Level Decisions . . . . . . . . . . . 2-17 Call Handling Preference (CHP) . . . . . . . . 2-17 Hunt Group Type. . . . . . . . . . . . . . . . 2-17 Service Objective. . . . . . . . . . . . . . . . 2-17 Table . . . . . . . . . . . . . . . . . . . . . . 2-17 Organization Level Decisions Table. . . . . . . . 2-17 Organization of document. . . . . . . . . . . . . P-2 OTHER . . . . . . . . . . . . . . . . . . . . . GL-16 Over Threshold State . . . . . . . . . . . 1-7, GL-16 P pagent. . . . . . . . . . . . . . . . . . . . . . . 13-7 PERCENT. . . . . . . . . . . . . . . . . . . . 13-17 Percent (%) Within Service Level . . . . . . . . GL-17 Percent Allocation. 2-21, 2-23, 2-24, 2-25, 2-26, 2-29, 2-32, 2-34, 2-35, 2-38, 2-39, 12-5, GL-16 Administration . . . . . . . . . . . . . . . . . 1-4 Description . . . . . . . . . . . . . . . . . . . 1-4 Result. . . . . . . . . . . . . . . . . . . . . . 1-4 Percentage . . . . . . . . . . . . . . . . . . . . 8-13 Percentage Abandoned . . . . . . . . . . . . . . 3-11 Percentage Answered. . . . . . . . . . . .3-11, 5-11 Phantom Abandon Call Timer. . . . . . . . . . GL-17 Planning You Call Center System-Level Decisions . . . . . . . . . . . . 2-13
Index CentreVu® Advocate Release 8 User Guide IN-7 Planning Your Call Center Agent Level Decisions. . . . . . . . . . . . . 2-21 Agent Level Decisions Table . . . . . . . . . 2-22 Agent-Level Decisions. . . . . . . . . . . . . 2-13 Introduction . . . . . . . . . . . . . . . . . . 2-13 Organization Level Decisions . . . . . . . . . 2-17 Organization Level Decisions Table. . . . . . 2-17 Organization-Level Decisions . . . . . . . . . 2-13 Separate Organizations . . . . . . . . . . . . 2-14 Skill Level Decisions. . . . . . . . . . . . . . 2-20 Skill Level Decisions Table . . . . . . . . . . 2-20 Skill-Level Decisions. . . . . . . . . . . . . . 2-13 System Level Decisions . . . . . . . . . . . . 2-14 System Level Decisions Table. . . . . . . . . 2-15 Within an Organization. . . . . . . . . . . . . 2-19 Predicted Wait Time2-24, 2-25, 2-26, 2-29, 2-31, 2-33, 2-35, 2-36, 2-37, GL-17 Administration . . . . . . . . . . . . . . . . . . 1-6 Call Selection Method-Example . . . . . . . . . 1-6 Description. . . . . . . . . . . . . . . . . . . . 1-6 PREFERENCE . . . . . . . 9-16, 10-5, 13-17, 13-19 Presentation Administrative data . . . . . . . . . . . . . . 13-3 Calculations . . . . . . . . . . . . . . . . . . 13-5 Call-Based Data . . . . . . . . . . . . . . . . 13-4 Cumulative data . . . . . . . . . . . . . . . . 13-3 Inter-based data . . . . . . . . . . . . . . . . 13-4 Status data. . . . . . . . . . . . . . . . . . . 13-3 Previous Interval . . . . . . . . . . . . . . . . GL-17 Primary Skill . . . . . . . . . . . . . . . . . . GL-17 Primary Window . . . . . . . . . . . . . . . . GL-17 psplit . . . . . . . . . . . . . . . . . . . . . . . 13-7 Q Queue . . . . . . . . . . . . . . . . . . . . . GL-17 QUEUED . . . . . . . . . . . . . . . . . . . . GL-17 R R1ACTIVE_AGT . . . . . . . . . . . . . . . . 13-22 R1AGINRIGN. . . . . . . . . . . . . . . . 4-17, 6-13 R1AGINRING. . . . . . . . . . . . 6-18, 9-10, 13-13 R1AVAILABLE . . . . . . . . . . . . . . . . . 13-14 R1INACW. . . . . . . . 4-17, 6-13, 6-18, 9-10, 13-14 R1INAUX . . . . . . . . . . . 4-17, 6-13, 6-20, 13-14 R1ONACD . . . . . . . 4-17, 6-13, 6-18, 9-10, 13-14 R1OTHER . . . . . . . . . . . . . 4-17, 6-13, 13-14 R1STAFFED6-17, 6-25, 6-26, 6-27, 6-28, 9-10, 13-14 R2ACTIVE_AGT . . . . . . . . . . . . . . . . 13-22 R2AGINRING. . . . . . 4-18, 6-13, 6-19, 9-10, 13-14 R2AVAILABLE . . . . . . . . . . . . . . . . . 13-14 R2INACW. . . . . . . . . . . . . . 6-19, 9-10, 13-14 R2INAUX . . . . . . . . . . . 4-17, 6-13, 6-23, 13-14 R2ONACD . . . . . . . 4-18, 6-13, 6-19, 9-10, 13-14 R2OTHER . . . . . . . . . . . . . 4-17, 6-13, 13-14 R2STAFFED6-17, 6-25, 6-26, 6-27, 6-28, 9-10, 13-14Read Permission . . . . . . . . . . . . . . . . GL-17 Real-Time Database . . . . . . . . . . . . . . GL-17 Real-Time Graphical Active Agents Report. . . . 6-14 Input Fields. . . . . . . . . . . . . . . . . . . 6-15 Report Description . . . . . . . . . . . . . . . 6-16 Report Example . . . . . . . . . . . . . . . . 6-16 Things to Know for CentreVu Advocate . . . . 6-14 Real-Time Graphical Allocated Agents Report . . 9-7 Input Fields. . . . . . . . . . . . . . . . . . . 9-8 Report Description . . . . . . . . . . . . . . . 9-9 Report Example . . . . . . . . . . . . . . . . 9-9 Things to Know for CentreVu Advocate . . . . 9-7 Real-Time Graphical Skill Overload Report. . . . 4-10 Input Fields. . . . . . . . . . . . . . . . . . . 4-11 Report Description . . . . . . . . . . . . . . . 4-12 Report Example . . . . . . . . . . . . . . . . 4-12 Things to Know for CentreVu Advocate . . . . 4-10 Real-Time Graphical Staffing Profile Report 4-13, 6-9, 8-8 Input Fields. . . . . . . . . . . . . . . . 4-14, 6-10 Report Description . . . . . . . . . . . . 4-15, 6-11 Report Example . . . . . . . . . . . . . 4-15, 6-11 Things to Know for CentreVu Advocate . 4-13, 6-9 Real-Time Queue/Agent Status Report. . 3-11, 5-11, 7-14 Report Description . . . . . . . . . . . . 3-12, 5-12 Report Example . . . . . . . . . . . . . 3-12, 5-11 Things to Know for CentreVu Advocate .3-12, 5-11 Real-Time Reports . . . . . . . . . . . . . . . GL-17 Real-Time Split/Skill Call Profile Report. . . . 5-9, 8-8 Example . . . . . . . . . . . . . . . . . . . . 5-9 Report Description . . . . . . . . . . 3-9, 5-10, 8-9 Report Example . . . . . . . . . . . . . . 3-9, 8-8 Things to Know for CentreVu Advocate3-8, 5-9, 8-8 Real-Time Split/Skill Report. . . . . . . . . . . . 7-7 Report Description . . . . . . . . . . . . . . . 7-8 Report Example . . . . . . . . . . . . . . . . 7-8 Things to Know for CentreVu Advocate . . . . 7-7 Redirect On No Answer. . . . . . . . . . . . . GL-17 Refresh Rate . . . . . . . . . . . . . . . . . . GL-18 Related documents . . . . . . . . . . . . . . . . P-6 Remove Agents from Skill. . . . . . . . . . . . . 12-9 Reserve Agent . . . . . . . . . . . . . . 13-4, GL-18 Reserve Agent Activation . . . . . . . . . . . 1-7, 2-8 Reserve Level. . . . . . . . . . . . . . . . . . GL-18 Reserve Skills. . . . . . . . . . . . . . . . . . . 2-21 Reserve1 Agents (active) . . . . . . . . . . . . . 9-10 Reserve1 Agents Staffed 6-17, 6-25, 6-26, 6-27, 6-28 . . . . . . . . . . . . . . . . . . . . . . . . . 9-10 Reserve1 AUX Agents Report . . . . . . . . . . 6-19 Report Description . . . . . . . . . . . . . . . 6-20 Report Example . . . . . . . . . . . . . . . . 6-20 Things to Know for CentreVu Advocate . . . . 6-19 Reserve2 Agents (active) . . . . . . . . . . . . . 9-10 Reserve2 Agents Staffed 6-17, 6-25, 6-26, 6-27, 6-28
Index CentreVu® Advocate Release 8 User Guide IN-8 Reserve2 AUX Agents Report Report Description. . . . . . . . . . . . . . . 6-23 Report Example . . . . . . . . . . . . . . . . 6-23 Things to Know for CentreVu Advocate . . . . 6-22 Result of Call Selection Override. . . . . . . . . 2-11 Review Agent Skills. . . . . . . . . . . . . . . . 12-3 RING . . . . . . . . . . . . . . . . . . GL-18, GL-20 ROLE . . . . . . . . . . . . . . . . 6-20, 6-23, 13-17 Rolling ASA. . . . . . . . . . . . . . . . . . . GL-18 Roving Agents . . . . . . . . . . . . . . . . . GL-18 Row Identifier data . . . . . . . . . . . . . . . . 13-3 ROW_DATE . . . . . . . . . . 4-20, 5-19, 7-12, 7-13 RSINACW . . . . . . . . . . . . . . . . . 4-18, 6-13 RSTAFFED. . . . . . . . . . . . . . . . . . . . 9-10 S Sample Database Item Table. . . . . . . . . . . 13-2 Secondary Skill . . . . . . . . . . . . . . . . . GL-18 Secs . . . . . . . . . . . . . . . . . . . . . . . 4-20 SEIZED. . . . . . . . . . . . . . . . . . . . . GL-18 Select Agent dialog box. . . . . . . . . . . . . . 12-3 Select Agent/Template dialog box . 4-6, 5-6, 6-6, 7-5, 8-4, 9-5, 12-6 Separate Organizations. . . . . . . . . . . . . . 2-14 System Level Decisions . . . . . . . . . . . . 2-14 Service Level . . . . . . . . . . . . . . . . . . GL-19 Service level increments (seconds) field . . . . 12-13 Service Level Supervisor . 2-7, 2-20, 2-25, 2-26, 2-29, 2-33, 2-35, 2-36, 2-37, 2-38, GL-19 administered thresholds . . . . . . . . . . . . . 2-7 Call Selection Override . . . . . . . . . . 1-7, 2-8 Call Selection Override OFF. . . . . . . . 1-8, 2-9 Call Selection Override ON . . . . . . . . 1-7, 2-8 Description. . . . . . . . . . . . . . . . . . . . 1-6 Over Threshold State . . . . . . . . . . . . . . 1-7 Overload 1. . . . . . . . . . . . . . . . . . . . 1-7 Overload 1 state . . . . . . . . . . . . . . . . . 2-7 Overload 2. . . . . . . . . . . . . . . . . . . . 1-7 Overload 2 state . . . . . . . . . . . . . . . . . 2-7 Reserve Agent Activation . . . . . . . . . . . . 1-7 reserve agent activation . . . . . . . . . . . . . 2-8 Result . . . . . . . . . . . . . . . . . . . . . . 1-9 result of call selection override. . . . . . . . . 2-11 setting appropriate thresholds . . . . . . . . . 2-10 setting thresholds . . . . . . . . . . . . . . . . 2-8 Thresholds. . . . . . . . . . . . . . . . . 1-7, 2-7 Service Objective. . 2-2, 2-17, 2-24, 2-29, 2-32, 2-34, 2-35, 2-36, 2-37, 12-4 Administration . . . . . . . . . . . . . . . . . . 1-5 Call Selection Method . . . . . . . . . . . . . . 1-5 Description. . . . . . . . . . . . . . . . . . . . 1-4 Greatest Need . . . . . . . . . . . . . . . . . . 2-2 Percent of Threshold. . . . . . . . . . . . . . . 1-7 Skill Level . . . . . . . . . . . . . . . . . . . . 2-2 Service Observing—Remote Single-User ModeGL-19 Service Observing—VDNs . . . . . . . . . . . GL-19SERVICELEVEL . . . . . . . . . . . . . .4-20, 4-22 Set Acceptable Service Levels . . . . . . . . . 12-12 Setting Appropriate Threshold Levels. . . . . . . 2-10 Shortcut . . . . . . . . . . . . . . . . . . . . . GL-19 Single-User Mode . . . . . . . . . . . . . . . . GL-19 Site . . . . . . . . . . . . . . . . . . . . . . . GL-19 Skill . . 4-15, 4-22, 6-11, 6-16, 6-20, 6-23, 9-9, 9-13, GL-19 Skill Level . . 2-21, 2-23, 2-25, 2-26, 2-28, 2-32, 12-4 Administration . . . . . . . . . . . . . . . . . 1-3 Description . . . . . . . . . . . . . . . . . . . 1-3 Skill Level Decision Table. . . . . . . . . . . . . 2-20 Skill Level Decisions. . . . . . . . . . . . . . . . 2-20 Service Level Supervisor. . . . . . . . . . . . 2-20 Skill level Decisions Table . . . . . . . . . . . . . . . . . . . . . . 2-20 Skill Mix . . . . . . . . . . . . . . . . . . . . . . 2-21 Skill State4-12, 4-23, 6-17, 6-25, 6-26, 6-27, 9-9, 13-4 SKLEVEL . . . . . . . . . . . . . . . . 13-17, 13-19 SKLEVEL2-20. . . . . . . . . . . . . . 13-17, 13-19 SKPERCENT . . . . . . . . . . . . . . 13-17, 13-19 SKPERCENT2-20. . . . . . . . . . . . . . . . 13-19 SKSTATE . . . 4-12, 4-23, 6-17, 6-25, 6-26, 6-27, 9-9, 13-15 Special Table data. . . . . . . . . . . . . . . . . 13-3 SPLIT .3-18, 4-12, 4-15, 5-17, 6-11, 6-16, 6-17, 6-20, 6-23, 7-8, 7-10, 7-12, 7-13, 9-9, 9-16 Split(s)/Skill(s). . . . . . . . . . . . . . . . . . 12-13 Split/Skill. . . . . . . . . . . . . . . 4-20, 4-22, 8-13 Split/Skill ACD Call . . . . . . . . . . . . . . . GL-19 Split/Skill ASA . . . . . . 3-18, 5-17, 7-10, 7-12, 7-13 Split/Skill Call Profile Setup Dialog Box . 3-5, 4-7, 5-6, 6-6, 8-5, 12-12 Field Descriptions . . . . . . . . . . . . . 5-6, 6-7 Split/Skill Database Items . . . . . . . . . .13-1, 13-9 Split/Skill Graphical ASA Daily Report Report Description . . . . . . . . . . . . . . . 7-12 Report Example . . . . . . . . . . . . . . . . 7-11 Things to Know for CentreVu Advocate . . . . 7-11 Split/Skill Graphical ASA Daily report . . . . . . . 7-11 Split/Skill Graphical Multi-ACD Service Level Daily Report . . . . . . . . . . . . . . . . . . . . . . 8-12 Report Description . . . . . . . . . . . . . . . 8-13 Report Example . . . . . . . . . . . . . . . . 8-12 Things to Know for CentreVu Advocate . . . . 8-12 Split/Skill Reports Call Profile . . . . . . . . . . . . . . 3-8, 5-9, 8-8 Splits/Skills . . . . . . . . . . . . . . . . . . . . 7-8 SQL . . . . . . . . . . . . . . . . . . . . . . . GL-19 STAFFED . . . . . . . . . . . . . . . . . .9-10, 10-8 Staffed Agent . . . . . . . . . . . . . . . . . . GL-19 Standard Agents. . . . . . . . . . . . . . . . . GL-20 Standard agents (active) . . . . . . . . . . . . . 9-10 Standard agents (staffed) . . . . . . . . . . . . . 9-10 Standard Dictionary Calculations . . . . . . . . 13-21 Standard Dictionary Calculations.. . . . . . . . . 13-1 Standard Reports . . . . . . . . . . . . . . . . GL-20
Index CentreVu® Advocate Release 8 User Guide IN-9 Station . . . . . . . . . . . . . . . . . . . . . GL-20 Status data, definition. . . . . . . . . . . . . . . 13-3 Stop. . . . . . . . . . . . . . . . . . . . . . . GL-20 Subsystem . . . . . . . . . . . . . . . . . . . GL-20 Supervisor Administration . 3-3, 4-4, 5-4, 7-3, 8-3, 9-3 Add Agents to Skill. . . . . . . . . . . . . . . 12-8 Add Skills per Agent . . . . . . . . . . . . . . 12-3 Agent Administration. . . . . . . . . . . 12-1, 12-2 Assign Direct Agent Skill. . . . . . . . . . . . 12-6 Assign Reserve Agents . . . . . . . . . . . . 12-5 Assigning Reserve Agents. . . . . . . . . . . . 4-5 Call Center Administration. . . . . . . 12-1, 12-12 Change Agent Skills Dialog Box. 3-3, 5-4, 6-4, 7-3, 8-3, 9-4, 12-2 Copy/Paste Agent Skills . . . . . . . . . . . . 12-6 Delete Skills per Agentl . . . . . . . . . . . . 12-4 Move Agents Between Skills. . . . . . . . . 12-10 Move Agents Between Skills Dialog Box . . 12-11 Multi-Agent Skill Change. . . . . . . . . . 7-6, 8-5 Multi-Agent Skill Change Dialog Box . . . . . 12-7 Options . . . . . . . . . . . . . . . . . . 6-6, 9-5 Overview. . . . . . . . . . . . . . . . . . . . 12-1 Remove Agents from Skill . . . . . . . . . . . 12-9 Review Agent Skills . . . . . . . . . . . . . . 12-3 Set Acceptable Service Levels . . . . . . . 12-12 Split/Skill Call Profile Setup . . . . . . . . . . . 3-5 Split/Skill Call Profile Setup Dialog Box . . 5-6, 8-5, 12-12 Switch. . . . . . . . . . . . . . . . . . . . . . GL-20 Switch Administration. . . 3-2, 4-3, 5-3, 8-2, 9-3, 10-2 Customer Options . 3-2, 4-3, 5-3, 6-3, 7-3, 8-2, 9-3, 10-2 Features . . . . . . . . . . . 5-3, 6-3, 7-3, 8-3, 9-3 Hunt Group . 3-2, 4-3, 5-3, 6-3, 7-3, 8-3, 9-3, 10-2 Split/Skill Call Profile Setup Window. . . . . . . 6-6 syn(SKSTATE) . . . . . . . . . . . . . . . 4-15, 6-11 System Graphical Maximum Delay Report. . . . 7-12 Report Description. . . . . . . . . . . . . . . 7-13 Report Example . . . . . . . . . . . . . . . . 7-13 Things to Know for CentreVu Advocate . . . . 7-12 System Level Decisions . . . . . . . . . . . . . 2-14 ACW Considered Idle? . . . . . . . . . . . . 2-14 Call Selection Measurement. . . . . . . . . . 2-14 Call Selection Override . . . . . . . . . . . . 2-14 MIA Across Skills?. . . . . . . . . . . . . . . 2-14 Table. . . . . . . . . . . . . . . . . . . . . . 2-15 System Level Decisions Table . . . . . . . . . . 2-15 System Setup. . . . . . . . . . . . . . . . . . GL-20 T Table Names . . . . . . . . . . . . . . . . . . . 13-7 TAGINRING . . . . . . . . . . 4-17, 6-12, 6-17, 6-18 Terminology . . . . . . . . . . . . . . . . . . . . 1-1 Tertiary Split/Skill. . . . . . . . . . . . . . . . GL-20 Threshold. . . . . . . . . . . . . . . . . . . . GL-20Thresholds . . . . . . . . . . . . . . . . . . 1-7, 2-7 setting appropriate levels. . . . . . . . . . . . 2-10 when call selection override is OFF . . . . . . 2-11 when call selection override is ON . . . . . . . 2-10 Time Format. . . . . . . . . . . . . . . . . . . GL-20 Timetable . . . . . . . . . . . . . . . . . . . . GL-21 TINACW. . . . . . . . . . . . 4-17, 6-12, 6-17, 6-18 TINAUX . . . . . . . . . . . . . . . . . . . 4-16, 6-12 TONACD . . . . . . . . . . . 4-17, 6-12, 6-17, 6-18 Top Agents . . . . . . . . . . . . . . . . . . . GL-21 Top Agents Active Chart - “This Skill”. . . . . . . 6-17 Top Agents Staffed . . . . . . . . . . . . . 6-16, 10-8 Top Skill. . . . . . . . . . . . . . . . 2-6, 2-30, 10-5 Skill Level. . . . . . . . . . . . . . . . . . . . 2-6 TOPSKILL. . . . . . . . . . . . . . 9-16, 10-5, 13-17 TOT_PERCENTS. . . . . . . . . . . . . . . . 13-15 Total agents active . . . . . . . . . . . . . . . . 9-9 Total Calls Abandoned . . . . . . . . . . . . . . 3-11 Total Calls Answered . . . . . . . . . . . . . . . 3-10 TOTHER . . . . . . . . . . . . . . .4-16, 6-12, 6-18 Treat All Agents the Same . . . . . . . . . . . . 2-25 Treat Some Agents Differently . . . . . . . . . . 2-25 Trunk . . . . . . . . . . . . . . . . . . . . . . GL-21 Trunk Group. . . . . . . . . . . . . . . . . . . GL-21 TSC . . . . . . . . . . . . . . . . . . . . . . . GL-21 TSTAFFED . . . . . . . . . . . . . . . . . 6-16, 10-8 U UCD. . . . . . . . . . . . . . . . . . . . . . . GL-21 UCD-LOA . . . 2-3, 2-23, 2-25, 2-26, 2-27, 2-32, 2-34, 2-35, 2-36, 2-39 UCD-MIA . . . . . . . . . . . . 2-3, 2-23, 2-25, 2-27 Administration . . . . . . . . . . . . . . . . . 1-12 Description . . . . . . . . . . . . . . . . . . . 1-12 Understanding Agent Selection . . . . . . . . . . 2-3 ACW Considered Idle . . . . . . . . . . . . . 2-6 Agent Call Handling Table . . . . . . . . . . . 2-4 Considerations . . . . . . . . . . . . . . . . . 2-5 Direct Agent Calls . . . . . . . . . . . . . . . 2-6 Expert Agent Distribution (EAD) . . . . . . . . 2-3 Least Occupied Agent (LOA). . . . . . . . . . 2-3 MIA Across Splits/Skills . . . . . . . . . . . . 2-5 Service Level Supervisor. . . . . . . . . . . . 2-7 Call Selection Override . . . . . . . . . . . 2-8 Call Selection Override OFF. . . . . . . . . 2-9 Call Selection Override ON . . . . . . . . . 2-8 reserve agent activation. . . . . . . . . . . 2-8 result of call selection override . . . . . . . 2-11 setting appropriate threshold levels . . . . . 2-10 thresholds . . . . . . . . . . . . . . . . . . 2-7 Top Skill . . . . . . . . . . . . . . . . . . . . 2-6 Uniform Call Distribution (UCD) . . . . . . . . 2-3 Understanding Call and Agent Selection Call Center Example . . . . . . . . . . . . . . 2-23 Understanding Call Selection . . . . . . . . . 1-2, 2-2
Index CentreVu® Advocate Release 8 User Guide IN-10 Uniform Call Distribution (UCD) . . . . . . 2-3, GL-21 Universal Call Identifier (UCID). . . . . . . . . GL-21 UNIX System . . . . . . . . . . . . . . . . . . GL-22 UNKNOWN. . . . . . . . . . . . . . . . . . . GL-22 UNSTAF . . . . . . . . . . . . . . . . . . . . GL-22 Upgrade. . . . . . . . . . . . . . . . . . . . . GL-22 Use an Agent Tamplate. . . . . . . . . . . . . . 12-6 USE_SVC_OBJ. . . . . . . . . . . . . . . . . 13-17 User ID . . . . . . . . . . . . . . . . . . . . . GL-22 User Permissions. . . . . . . . . . . . . . . . GL-22 User Window . . . . . . . . . . . . . . . . . . GL-22 V VDN. . . . . . . . . . . . . . . . . . . . . . . . 5-19 VDN Busy/Abandon/Disconnect Report Report Example . . . . . . . . . . . . . . . . 5-18 Things to Know for CentreVu Advocate . . . . 5-18 VDN Calls-Counted. . . . . . . . . . . . . . . GL-22 VDN Graphical Busy/Abandon/Disconnect Report5-18 Report Description. . . . . . . . . . . . . . . 5-18 VDN of Origin Announcement (VOA). . . . . . GL-22 VDN Report. . . . . . . . . . . . . . . . . 3-19, 4-24 VDN Skill Preference . . . . . . . . . . . . . . GL-22 Vector. . . . . . . . . . . . . . . . . . . . . . GL-22 Vector Directory Number (VDN) . . . . . . . . GL-22 Voice Terminal . . . . . . . . . . . . . . . . . GL-23 W wagent . . . . . . . . . . . . . . . . . . . . . . 13-7 Warning Condition . . . . . . . . . . . . . . . GL-23 Weekly Data . . . . . . . . . . . . . . . . . . GL-23 Window Count . . . . . . . . . . . . . . . . . GL-23 Within an Organization Skill Level Decisions. . . . . . . . . . . . . . 2-20 WORKSKILL . . . . . . . . . . . . . 6-21, 6-24, 9-15 WORKSKLEVEL . . . . . . . . . . 6-21, 6-24, 13-18 Write Permission . . . . . . . . . . . . . . . . GL-23 wsplit . . . . . . . . . . . . . . . . . . . . . . . 13-7 Z Zero (0) Skill (Generic 2.2 with EAS). . . . . . GL-23
How Are We Doing? Document Title:CentreVu® Release 8 Advocate User Guide Document No.: 585-210-927 Issue 1 Date: December 1999 Lucent Technologies welcomes your feedback on this document. Your comments are of great value in helping us to improve our documentation. 1. Please rate the effectiveness of this document in the following areas: 2. Please check the ways you feel we could improve this document: r Improve the overview/introductionr Make it more concise/brief r Improve the table of contentsr Add more step-by-step procedures/tutorials r Improve the organizationr Add more troubleshooting information r Include more figuresr Make it less technical r Add more examplesr Add more/better quick reference aids r Add more detailr Improve the index Please provide details for the suggested improvement. __________________________________ ____________________________________________________________________________ 3. What did you like most about this document? ____________________________________________________________________________ ____________________________________________________________________________ 4. Feel free to write any comments below or on an attached sheet. ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ If we may contact you concerning your comments, please complete the following: Name: _______________________________ Telephone Number: (_____)__________________ Company/Organization: _____________________________ Date: ________________________ When you have completed this form, please fold, tape, and return to address on back or you can fax the form to 303-538-2195.Excellent Good Fair Poor Not Applicable Ease of Use /////////////////////// Clarity /////////////////////// Completeness /////////////////////// Accuracy /////////////////////// Organization /////////////////////// Appearance /////////////////////// Examples /////////////////////// Illustration Overall Satisfaction ///////////////////////