Lucent Technologies Centrevu Cms Administration Guide

  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
Viewing, listing, adding, or deleting agents in an agent group3-15
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5In the Login IDs field, type the agent login IDs you want to delete from 
this agent group....

  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
Changing agent string values3-16
............................................................................................................................................................................................................................................................Changing agent string values
OverviewAgent string values are the descriptive words in reports dealing with 
agents. These words, such as...

  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
Changing agent string values3-17
The Agent String Values input window opens.
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3 To change any of the work-mode default names, type the new 
descriptive word in the appropriate work mode field. Agents can be in 
any one of the following work modes:
•...

  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
Changing agent string values3-18
• DACD — the agent is on a direct agent ACD call.
• DACW — the agent is in the after-call work mode for a direct 
agent ACD call.
• OTHER — the agent has just logged in and 
CentreVu CMS has 
not yet been notified of the agents state, or the agent is dialing to 
place an extension call while in auto-in/manual-in (AI/MI), or the 
agent is in AI/MI and has an extension call ringing, or...

  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
Changing agent string values3-19
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6To change the reserve-level default names, type the new descriptive 
word next to Reserve1 or Reserve2.
• Reserve1 — the agent begins answering calls when the skills 1st 
threshold is crossed.
• Reserve2 — the agent...

  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
Changing agent string values3-20
• BACKUP — the agent helps to answer the skills calls when his/
her top skill is not busy.
• ROVING — the agent answers a skills calls when this skill has 
the greatest need.
• RESERVE — the agent helps answer the skills calls when the 
skill is over threshold. These roles vary according to call-handling 
preference.
END OF...

  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
Viewing, adding, or changing announcement synonyms3-21
............................................................................................................................................................................................................................................................Viewing, adding, or changing announcement synonyms
OverviewYou can view, add, or change announcement synonyms for...

  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
Viewing, adding, or changing announcement synonyms3-22
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5 In the Description field, type the descriptive information for the 
announcements....

  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
Viewing, adding, deleting, or changing AUX reason code names3-23
............................................................................................................................................................................................................................................................Viewing, adding, deleting, or changing AUX reason code names
OverviewAUX reason codes enable a call...

  Task: naming your call center entities in the Dictionary  CentreVu CMS Administration
Viewing, adding, deleting, or changing AUX reason code names3-24
The AUX Reason Codes input window opens.
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3In the AUX Reason Code name field, type the name for the AUX reason 
code....