Lucent Technologies Centrevu Advocate Release 8 User Guide

							  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Getting the Most from Your Call Center2-39
Evenly distribute 
the workload among 
all agentsPercent Allocation
Percent Allocation allows you to 
evenly distribute calls to a skill to all 
the agents assigned to that skill. To 
do this, assign equal percentages for 
the skill to all agents assigned to that 
skill. (For example, if all agents 
assigned to skill 1 have a percent 
allocation of 25% for the skill, 
DEFINITY ECS will select calls for 
each agent so that they spend 
approximately 25% of their staffed 
time on calls in skill 1.) Percent 
Allocation also gives agents a 
greater variety of calls.UCD-LOA
Least Occupied Agent (LOA) 
distributes the work load more evenly 
among agents than the Most Idle 
Agent (MIA) method does. LOA 
eliminates “hot seat” agents—agents 
who spend more time on calls 
because they have more assigned 
skills or higher skill levels.
Evenly distribute 
the workload among 
the most skilled 
agents
EAD-LOA
Expert Agent Distribution (EAD) 
selects the most highly skilled agent 
available to answer each call. Using 
EAD with the LOA agent selection 
method allows you to distribute the 
workload among agents with the 
same skill levels.
Connect callers to 
the most skilled 
agents for the 
callers need
EAD-MIA or EAD-LOA
By selecting the most highly skilled 
agent available to answer each call, 
Expert Agent Distribution (EAD) 
allows you to give customers the best 
possible service.  If your goal is:Consider the following:
Call Selection methods Agent Selection methods 
						

							  Custom CentreVu® Advocate Solutions CentreVu® Advocate Release 8 User Guide
Getting the Most from Your Call Center2-40 
						

							  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Overview3-1
3  Call Center Solution: Maximize Revenues
Overview3
Maximizing revenue through efficient use of the call center is an important 
component of overall business strategy. One way to address this need is to 
reduce the average speed of answer and abandon rate for preferred call 
types by improving the service level for certain, high-revenue generating 
skills and by assigning agents to specific skills based on their ability to 
generate revenue. 
CentreVu® 
Advocate 
Features
3
This chapter discusses the following CentreVu Advocate features:
lGreatest Need call handling preference with Service Objective
lExpert Agent Distribution-Least Occupied Agent (EAD-LOA).
Use the 
CentreVu Supervisor reports presented in this chapter to verify that 
CentreVu Advocate is working.
Customer 
Example
3
A company that handles orders for many catalogs wants to give better 
service to an exclusive catalog and also to the 10 percent of their overall 
catalog customers who spend the most money per order. This goal will be 
accomplished by giving better service to those potential high revenue calls 
by improving the service level for those skills and by selecting agents who 
are best at generating revenue for a certain call type. 
						

							  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Implementation3-2
Implementation3
Callers wanting items from the exclusive catalog are identified by the 
“800” number dialed using Dialed Number Identification Service (DNIS). 
These calls are directed to a special vector that queues to the “Exclusive” 
skill. The top 10 percent spending customers are identified by an 
Automatic Number Identification (ANI) lookup table and queued to the 
“Top Ten” skill. All other customers are queued to the “Orders” skill.
Agent Selection3Agents are assigned skill levels based on their revenue generation within 
each skill. To choose the highest revenue-generating agent available in a 
skill, the selection method assigned to the skill is Expert Agent 
Distribution-Least Occupied Agent. All agents are assigned to the Top 
Ten and Orders skills. A subset of agents with special training are 
assigned to the Exclusive skill. 
Call Selection3Agents are assigned a call handling preference of Greatest Need with 
Service Objective. (Since Skill Level is used to identify an agent’s ability 
to generate revenue within a skill and does not indicate a preference 
among skills, Greatest Need call handling preference can be used 
instead.) The Service Objective for the Exclusive skill and for the Top Ten 
skill is set to 15 seconds. The Orders skill has a Service Objective of 30 
seconds. 
Switch 
Administration
3
Several items must be administered on the switch administration forms 
for this business solution to work. See Chapter 11, “Administer 
CentreVu® Advocate on DEFINITY ECS” for more information on switch 
administration.
Customer Options 3On the System Parameters Customer Options form, set the following 
fields:
lCentreVu Advocate? must be set to Y
lExpert Agent Selection (EAS)? must be set to Y.
Hunt Group 3On the Hunt Group form, set the following parameters:
lEnter the skill number on the command line.
lOn page 1, enter EAD-LOA in the Group Type: field.
lOn page 2, set the Acceptable Service Level: to 15 seconds.
Set these parameters for the Top Ten skill. Repeat these steps for the 
Orders skill, setting the Acceptable Service Level: to 30 seconds.  
						

							  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Implementation3-3
To determine the acceptable service level in general, review the abandon 
call profiles for each skill and target a service time that will minimize 
abandons. For example, set the acceptable service level at five seconds 
below the average time to abandon for a particular skill.
CentreVu 
Supervisor 
Administration
3
Agents need to have their call handling preferences set to Greatest Need 
with Service Objective, and the appropriate agents then need to be 
assigned to the skills Exclusive, Top Ten, and Orders with a skill level 
based on their ability to generate revenue (1 is the highest level of 
revenue generation). New Agents must have this administered on the 
DEFINITY ECS forms (see Chapter 11, “Administer CentreVu® Advocate 
on 
DEFINITY ECS” for more information). Existing agents can have this 
administered using the following procedure. 
Change Agent 
Skills Dialog Box
3
On the Change Agent Skills form, set agents’ call handling preference to 
Greatest Need with Service Objective.
To administer an agent’s call handling preference, use the following 
steps.
1. Select Com
mands from the CentreVu Supervisor Controller.
2. Select Agent Administration.
3. Select the Automatic Call Distributor (ACD) by entering the ACD in 
the text box or selecting an ACD from the drop-down history list.
4. Select Change Agent Skills on the Operations tab.
5. Select OK. The Select Agent/Template dialog box will display.
6. Select an agent by entering the agent’s name in the text box, using 
the drop-down history list or using the history button.
7. Select OK. The following Change Agent Skills dialog box will display 
with the selected agent’s information shown in the title bar. The 
Assigned Skills grid will display on the dialog box. 
						

							  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Implementation3-4
8. Select Call Handling Preference: Greatest Need.
9. Select the Service Objective check box.
10. Select Add Skills.
11. Add the Exclusive, Top Ten, and Orders skills for the agent if 
appropriate.
12.Set the agent’s skill level for each assigned skill based on the 
agent’s ability to generate revenue.
13. Select OK to accept the assignment.  
						

							  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Implementation3-5
Split/Skill Call 
Profile Setup 
Dialog Box
3
Use the Split/Skill Call Profile Setup dialog box, shown below, 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 
Split/Skill Call Profile Setup window is accessed from the Com
mands 
controller item, under C
all Center Administration.
Field Descriptions3Use 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.
NOTE:
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. 
						

							  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Implementation3-6
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.
To get finer detail regarding when most callers abandon from the 
skill, use smaller time increments in the Service Level Increments 
fields around the average time to abandon. For example, if the 
average time to abandon is 40 seconds for a particular skill, the 
Service Level Increments field setting might be (in seconds): 0, 
5,15, 25, 35, 38, 40, 42, 45, 55, and so on. Field Use 
						

							  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports3-7
Verifying the Solution Through Reports3
The average speed of answer for the Top Ten skill will be lower than the 
Orders skills. If the Exclusive skill has an appropriate amount of staff, it 
will also have a lower average speed of answer than the Orders skill. The 
percentage of abandoned calls should also be lower for the Exclusive 
and Top Ten skills, unless these callers have a much lower tolerance for 
waiting in queue. The Percent in Service Level should be close for all 
three skills, since Service Objective has been implemented in this 
solution. The Percent of Answered Calls will probably be higher for the 
Exclusive and Top Ten skills, while the Percent Abandoned Calls may be 
higher for the Orders skill.
Reports3The results of implementing this solution can be seen in any of the Real-
Time Split/Skill reports or the Historical Split/Skill Reports. The most 
relevant reports to this solution are listed below:
lReal-Time Split/Skill Call Profile Report 
lReal-Time Queue/Agent Status Report
lHistorical Split/Skill Call Profile Report
lHistorical Split/Skill Graphical Average Speed of Answer (ASA) 
Report
lHistorical VDN Report
lHistorical Agent Summary Report 
lHistorical Agent Group Summary Report.
You may also use the Real-Time Queue/Agent Summary Report to 
display a summary of agent activity for the administered skills.
None of the CentreVu Supervisor reports will show actual revenue 
generated. Refer to your host data for this information.
Additional 
Information
3
These reports are fully documented in the CentreVu® Supervisor Version 
8 Reports
 document (585-210-929). They are summarized as they relate 
to 
CentreVu Advocate in this chapter. See the Reports document for 
more information on Real-Time and Historical reports.
NOTE: 
						

							  Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports3-8
Database Items and 
Calculations
3
New database items and calculations for CentreVu Advocate, along with 
modified, existing database items, are described in Chapter 13, 
“
CentreVu® Advocate Database Items and Calculations.” Existing 
database items and calculations are described in the 
CentreVu CMS 
R3V8 Database Items and Calculations 
(585-210-939) document.
Real-Time 
Split/Skill Call 
Profile Report
3
This report shows the wait times of incoming calls that are answered and 
abandoned in a split or skill during the current interval. Calls are 
displayed in ten columns, with each column representing a progressively 
longer wait time (increment). You must have administered service level 
and wait time increments for this report to be meaningful. See the 
CentreVu® Version 8 Reports document (585-210-929) for information on 
report input fields, report generation, and a full description of all report 
fields. 
Things to Know for 
CentreVu Advocate3
The following items are specific information you will need to run this 
report for 
CentreVu Advocate:
lSplit/Skill: Fill in the Split/Skill input field with a name or number for 
which you want to run the report. You can enter a split/skill name 
only if the name has been defined in the Dictionary subsystem. 
Based on the call center example in this chapter, you can run the 
report for the Exclusive, Top Ten, or Orders skills.
lWhen generating this report, select a day or interval when there 
were a large number of abandoned calls and view the resulting 
profiles for each skill. Set the Service Level Supervisor thresholds 
about ten seconds below the point in the skill profile at which the 
calls should be answered.
lCompare profiles for all VDNs that are served by a skill. If one VDN 
has a substantially different profile, use a separate skill to minimize 
abandons.