Lucent Technologies Centrevu Cms Administration Guide

  Task: administering call center agents  CentreVu CMS Administration
Running a split members report6-23
The Split Members input window opens.
...........................................................................................................................................................................
3In the Splits field, type split numbers or names for which you want to 
run a report (these must first be assigned in the Dictionary,) or select the 
splits from the Splits pull-down menu. See...

  Task: administering call center agents  CentreVu CMS Administration
Running a split members report6-24
The Split Members report displays or prints.
The Split Members report lists the selected splits in numerical order, 
each splits assigned name, and the extensions that are assigned to the 
split. If the split does not have a name assigned, the Split Name field 
shows the split number. If the split has no extensions assigned to it, the 
Extension field is blank. 
END OF...

  Task: administering your call center  CentreVu CMS Administration
7-1
7 Task: administering your call 
center
............................................................................................................................................................................................................................................................Overview
PurposeIn this task you will find the following procedures:
• Viewing, adding, or deleting call work codes
• Changing VDN skill...

  Task: administering your call center  CentreVu CMS Administration
7-2
• To view skill preference assignments, you need read permission 
for the Call Center Administration command and for the VDNs 
affected by the change. 
• To add, delete, or change a split/skill call profile, you need read/
write permission for the Call Center Administration command and 
for all splits/skills affected by the change.
• To view split/skill call profiles, you need read permission for the 
Call Center Administration...

  Task: administering your call center  CentreVu CMS Administration
Viewing, adding, or deleting call work codes7-3
............................................................................................................................................................................................................................................................Viewing, adding, or deleting call work codes 
Prerequisites 
• Call work codes must be positive integers with one to 16 digits. 
You can...

  Task: administering your call center  CentreVu CMS Administration
Viewing, adding, or deleting call work codes7-4
The Call Work Codes input window opens. 
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3In the Call work code(s) field, type the call work codes you want to view, 
add, or delete, or select the call work codes from the drop-down list, or 
click the Browse button....

  Task: administering your call center  CentreVu CMS Administration
Viewing, adding, or deleting call work codes7-5
• You can administer an exception for agents who enter invalid 
(unassigned) call work codes. See “Task: administering 
exceptions” for more information. 
• You can script the Call Work Codes window and schedule the 
script. See “Task: automating your activities with scripting” for 
more information. 
•  You can put the Call Work Codes window on a timetable. See 
“Task: using timetables and...

  Task: administering your call center  CentreVu CMS Administration
Changing VDN skill preferences7-6
............................................................................................................................................................................................................................................................Changing VDN skill preferences
PrerequisitesWhen you change VDN skill preferences on DEFINITY® ECS/Generic 
3, the change takes effect immediately and can...

  Task: administering your call center  CentreVu CMS Administration
Changing VDN skill preferences7-7
The Change VDN Skill Preferences input window opens.
...........................................................................................................................................................................
3In the VDN(s) field, type a list or range of VDNs whose skill preferences 
you want to view or change....

  Task: administering your call center  CentreVu CMS Administration
Changing VDN skill preferences7-8
Reference
• On DEFINITY ECS/Generic 3, selecting Modify on the Actions 
menu changes switch administration, which affects calls currently 
in vector processing and new calls. 
• You can script the Change VDN Skill Preferences window and 
schedule the script. See “Task: automating your activities with 
scripting” for more information. 
• You can schedule VDN skill preference changes on a timetable. 
This...