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Lucent Technologies Centrevu Cms Administration Guide
Lucent Technologies Centrevu Cms Administration Guide
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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 for the ACD. See “Turning data collection on and off for real ACDs” in “Task 10: viewing and changing system setup values” for more information. • To set the amount of agent trace data to store, see “Allocating storage space” in “Task 10: viewing and changing system setup values” for more information. Steps........................................................................................................................................................................... 1From the controller window, select Commands | Agent Administration or select Agent Administration on the toolbar. On DEFINITY ECS/G3 with EAS, the Agent Administration selector window looks like this:
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: ........................................................................................................................................................................... 2On the drop-down ACD list, select the ACD for which you are starting the agent trace. ........................................................................................................................................................................... 3From the Agent Administration selector window, select Operations | Activate Agent Trace.
Task: administering call center agents CentreVu CMS Administration Starting an agent trace6-5 The Activate Agent Trace input window opens. ........................................................................................................................................................................... 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 names or logids field, or select the name or login ID on the drop-down list. ........................................................................................................................................................................... 5To see a list of all agents with agent trace turned on, leave the Agent names or logids field blank, select List all on the Actions menu, and select On in the Agent trace field. This list includes all agents in the ACD for whom agent trace is turned on. ........................................................................................................................................................................... 6To see a list of all agents for whom agent trace was previously turned on and then turned off, leave the Agent names or logids field blank, select List all on the Actions menu, and select Off for the Agent trace field. This list includes all agents in the ACD whose tracing status has been changed and shows their current tracing status. ........................................................................................................................................................................... 7To choose the agents, type the agent names or login IDs (these must first be assigned in the Dictionary) in the Agent names or logids field, or select the names or login IDs from the drop-down list, or select Browse.
Task: administering call center agents CentreVu CMS Administration Starting an agent trace6-6 ........................................................................................................................................................................... 8To start or stop an agent trace, click On or Off (the default) in the Agent trace field. ........................................................................................................................................................................... 9On the Actions menu, select Add, Cancel, Delete, or Modify to complete your action. END OF STEPS........................................................................................................................................................................... Reference • The agent trace file rolls over (the oldest records are discarded as the newest records are written) when the number of records reaches your allocated number of up to a maximum of 500,000 records. You do not have to delete agent trace records. To keep old agent traces, print them. • You can activate traces for a maximum of 250 agents. This limit applies to the number of agents administered traced by one server across all ACDs. It does not take into account whether or not the agents are logged in. To avoid compromising performance, activate only the traces that you need. • IMPORTANT! Turning an agent trace off does not delete the records for that agent. Agent trace records are overwritten automatically when the trace file has filled up. • You must start an agent trace before you can run an agent trace report. This report lists each agent activity and the time it occurred. See CentreVu® Supervisor Release 8 Reports 585- 215-852 . • You can script the Activate Agent Trace window and schedule the script. See “Task: automating your activities with scripting” for more information. • You can put the Activate Agent Trace window on a timetable. See “Task: using timetables and shortcuts” for more information.
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 whom traces were activated must have logged in to create agent trace records. Steps........................................................................................................................................................................... 1Select Commands | Agent Administration or select Agent Administration on toolbar. The Agent Administration selector window opens. ........................................................................................................................................................................... 2Select List Agents Traced.
Task: administering call center agents CentreVu CMS Administration Listing agents traced6-8 The List Agents Traced input window opens. ........................................................................................................................................................................... 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 available, displayed by date. ........................................................................................................................................................................... 4In the Agent(s) field, type the names or numbers of the agents. If you leave this field blank, all agents for whom agent trace data is available are shown. ........................................................................................................................................................................... 5In the Dates field, type a list or range of dates. If you leave this field blank, all dates for which agent trace data is available are shown. END OF STEPS........................................................................................................................................................................... Reference • You can list all agents for which data is available for given dates, all dates for which data is available for given agents, or all dates and all agents for which data is available. • You can put the List Agents Traced window on a timetable. See “Task: using timetables and shortcuts” for more information. • You can script the List Agent Traced window and schedule the script. See “Task: automating your activities with scripting” for more information.
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 window shown here. • If you have DEFINITY G3V3 or G3V4 with EAS, you see a different window from the one shown here. StepsTo change agent skills: ........................................................................................................................................................................... 1From the controller window, select Commands | Agent Administration or select Agent Administration on the toolbar. The Agent Administration selector window opens. ........................................................................................................................................................................... 2In the ACD field, select the ACD for which you want to change agent skills. ........................................................................................................................................................................... 3Select Operations | Change Agent Skills and select OK. The Select Agent/Template window opens. ........................................................................................................................................................................... 4On the Select Agent | Template window, type the agent login ID or name of the agent or template whose skills you want to view or change, or select the login ID or name from the drop-down list, or click the Browse button. Select OK.
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. ........................................................................................................................................................................... 5To change which calls an agent gets first, select Skill Level, Greatest Need, or Percent Allocation under Call Handling Preferences.
Task: administering call center agents CentreVu CMS Administration Changing agent skills and extension split assignments6-11 ........................................................................................................................................................................... 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 reserve skills (not on the list), you cannot give that agent a direct agent skill. ........................................................................................................................................................................... 7To change the level of an already assigned skill, select the level from the drop-down list. If Skill Level Call Handling is enabled, an arrow icon points to the agents top skill. Select a new skill-level value. Select OK to save your changes or select cancel to ignore your changes. ........................................................................................................................................................................... 8To change which skills are assigned to this agent or template, select the skill on the drop-down list. Assigned skills must have either a skill level or a reserve level. To assign one or more skills, select Add Skill. ........................................................................................................................................................................... 9Choose from the following: • On DEFINITY ECS with CentreVu Advocate, to set a new percent allocation, select Percent and select Yes. If an agent or template already has a reserve level, the Percent field is blank. • To make an assigned skill the top skill for this agent, select the skill and select Make Top Skill. • To apply your changes to a group of up to 50 agents, select Use for one or more agent(s), type the agent names or login IDs, or select the names or login IDs on the drop-down list, or select Browse. Select OK. • To change skill assignments for other agents or templates, select another agent or template in the Select Agent/Template window and repeat steps 4 through 9. • If you are done making changes, select OK, then select Cancel to save your changes and exit this procedure. If a change is pending, a message tells you that the changes will not be made until the pending conditions are resolved. If you are applying changes to a group of up to 50 agents, a status field shows the status of each change. END OF STEPS...........................................................................................................................................................................
Task: administering call center agents CentreVu CMS Administration Changing agent skills and extension split assignments6-12 StepsTo change extension split assignments: ........................................................................................................................................................................... 1From the controller window, select Commands | Agent Administration or select Agent Administration on the toolbar. The Agent Administration selector window opens. ........................................................................................................................................................................... 2In the ACD field, select the ACD for which you want to change extension split assignments. ........................................................................................................................................................................... 3Select Operations | Change Extension Split Assignments and select OK. The Select Extension window opens. ........................................................................................................................................................................... 4On the Select Extension window, type the extension number for which you want to change the split assignments, or select the number from the drop-down list, or select Browse. Select OK. The Change Extension Split Assignments window opens. The Move Extension From Split field shows the split assignment. The Move Extension To Split field shows available split names/numbers. If the extension is logged in, the Logged-In icon displays. ........................................................................................................................................................................... 5Do one of the following: • To change splits for an extension other than the one shown, select Cancel to reopen the Select Extension window. • To change splits for this extension, go to Step 6.