Lucent Technologies Centrevu Cms Administration Guide

  Task: administering call center agents  CentreVu CMS Administration
Starting an agent trace6-3
............................................................................................................................................................................................................................................................Starting an agent trace
PrerequisitesPrerequisites for DEFINITY® ECS/G3 switches with EAS:
• To start/stop agent traces, you must have data collection turned on...

  Task: administering call center agents  CentreVu CMS Administration
Starting an agent trace6-4
On DEFINITY ECS/G3 without EAS, the Agent Administration 
selector window looks like this:
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2On the drop-down ACD list, select the ACD for which you are starting 
the agent trace....

  Task: administering call center agents  CentreVu CMS Administration
Starting an agent trace6-5
The Activate Agent Trace input window opens.
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4To start or stop an agent trace, select Modify on the Actions drop-down 
menu. To choose the agents for whom a trace will be started or stopped, 
type the agent names or login IDs in the Agent...

  Task: administering call center agents  CentreVu CMS Administration
Starting an agent trace6-6
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8To start or stop an agent trace, click On or Off (the default) in the Agent 
trace field....

  Task: administering call center agents  CentreVu CMS Administration
Listing agents traced6-7
............................................................................................................................................................................................................................................................Listing agents traced
Prerequisites 
• You must have turned on agent trace for some agents at some time 
in the past. Also at some time in the past, agents for...

  Task: administering call center agents  CentreVu CMS Administration
Listing agents traced6-8
The List Agents Traced input window opens.
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3To view a list of agents and dates for which agent trace data is available, 
on the Actions menu select List all.
A secondary window opens with the dates and agents for which agent 
trace data is...

  Task: administering call center agents  CentreVu CMS Administration
Changing agent skills and extension split assignments6-9
............................................................................................................................................................................................................................................................Changing agent skills and extension split assignments
PrerequisitesNote that:
• If you have DEFINITY ECS with EAS, you see the...

  Task: administering call center agents  CentreVu CMS Administration
Changing agent skills and extension split assignments6-10
The Change Agent Skills window opens with the agent or template 
name and login ID on the title bar.
• The skills and skill level for the agent or template you named are 
shown in the Assigned Skills field and Level field, respectively.
• Skill names are shown for the skills named in the Dictionary. Skill 
numbers are shown for the skills not named in the Dictionary....

  Task: administering call center agents  CentreVu CMS Administration
Changing agent skills and extension split assignments6-11
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6To change the skill used to queue an agents direct agent calls, type the 
skill name or number under Agent Skills and Skill Levels, or select the 
name or number from the drop-down list. If the agent has only...

  Task: administering call center agents  CentreVu CMS Administration
Changing agent skills and extension split assignments6-12
StepsTo change extension split assignments:
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1From the controller window, select Commands | Agent Administration 
or select Agent Administration on the toolbar.
The Agent Administration selector window opens....