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Lucent Technologies Centrevu Cms Administration Guide
Lucent Technologies Centrevu Cms Administration Guide
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Task: naming your call center entities in the Dictionary CentreVu CMS Administration 3-5 • To list assigned vector names, you need read permission for the Dictionary command and for the specific vectors whose names you want to see. • To add, delete, or change a vector name, you need write permission for the Dictionary command and for the appropriate vector. • To generate a report, you need read permission for the Dictionary command. Use the steps that follow to name your call center entities in the Dictionary.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Adding, deleting, or changing ACDs3-6 ............................................................................................................................................................................................................................................................Adding, deleting, or changing ACDs PrerequisitesNote that: • You can add, delete, or change an ACD name regardless of the ACD you have selected. For example, you could be in ACD 1 and change the name for ACD 3. This change does not appear on the changed ACDs window border until you open a new window. • You can only change ACDs in the selector window or during a backup. Note that if you change ACDs during a backup, you need to close and restart the backup to register the change. See “Task: maintaining CentreVu CMS” for more information on backup procedures. Steps........................................................................................................................................................................... 1From the controller window, select Commands | Dictionary or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2Select ACDs.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Adding, deleting, or changing ACDs3-7 The ACDs input window opens. ........................................................................................................................................................................... 3In the ACD Name box, type the ACD name you want to add, delete, or change. ........................................................................................................................................................................... 4In the ACD Number box, type a number between one and 26 that corresponds with the name you entered in the ACD Name field. ........................................................................................................................................................................... 5In the Description box, type descriptive information about the ACD. ........................................................................................................................................................................... 6On the Actions menu, select Add to add your changes to the Dictionary. END OF STEPS........................................................................................................................................................................... Reference The name you assign to an ACD in the Dictionary displays on all reports and window titles associated with that ACD (real or pseudo). You can script the ACDs window and schedule the script. See “Task: automating your activities with scripting” for more information.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Creating or copying agent groups3-8 ............................................................................................................................................................................................................................................................Creating or copying agent groups OverviewYou can create and copy agent groups and group agents to meet the needs of your call center regardless of split/skill assignment. For example, you can create a group for new employees or a group for employees with special skills. StepsTo create an agent group: ........................................................................................................................................................................... 1From the controller window, select Commands | Dictionary or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2In the ACD field, select the arrow for the drop-down menu, then select the ACD for which you want to create the agent group. Select OK. ........................................................................................................................................................................... 3Select Operations | Agent Groups. The Agent Groups input window opens. ........................................................................................................................................................................... 4Type a descriptive name of the agent group that you want to create. ........................................................................................................................................................................... 5Select Add on the Actions menu or select Add on the toolbar. END OF STEPS...........................................................................................................................................................................
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Creating or copying agent groups3-9 StepsTo copy an agent group: ........................................................................................................................................................................... 1From the controller window, select Commands | Dictionary or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2In the ACD field, select the arrow for the drop-down menu, then select the ACD for which you want to copy the agent group. Select OK. ........................................................................................................................................................................... 3Select Operations | Agent Groups. The Agent Groups input window opens. ........................................................................................................................................................................... 4Type the new agent group name. ........................................................................................................................................................................... 5Select Copy on the Actions menu or select Copy on the toolbar.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Creating or copying agent groups3-10 The Agent Groups-Copy window opens. ........................................................................................................................................................................... 6Type the name of the existing agent group from which you want to copy information. ........................................................................................................................................................................... 7Select Copy on the Actions menu or select Copy on the toolbar. END OF STEPS........................................................................................................................................................................... Reference You can generate reports on the groups you create. With these reports, you can compare agents in a group to each other or compare one whole group with other groups. If you add or change agent groups while displaying the real-time agent group report, you have to exit the report window and rerun the report to see the new or changed agent group information. See “Task: running, printing, exiting, and restarting a report” for more information. You can script the Agent Groups window and schedule the script. See “Task: automating your activities with scripting” for more information.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, listing, adding, or deleting agents in an agent group3-11 ............................................................................................................................................................................................................................................................Viewing, listing, adding, or deleting agents in an agent group OverviewYou can list and view all agents in an agent group and assign an agent to a new or existing agent group. StepsTo list and view all agents in an agent group: ........................................................................................................................................................................... 1From the controller window, choose Commands | Dictionary or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2Select Operations | Agent Groups. The Agent Groups input window opens. ........................................................................................................................................................................... 3In the Agent group name field, type the name of the agent group for which you want to list and view the agents. ........................................................................................................................................................................... 4Select Get contents on the Actions menu or select Get contents on the toolbar.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, listing, adding, or deleting agents in an agent group3-12 The Agent Groups – Get Contents window opens. ........................................................................................................................................................................... 5Select List all on the Actions menu or on the toolbar. The Agent Groups – List All window opens, showing the list of all agents in the agent group you chose in Step 3. ........................................................................................................................................................................... 6When you are done viewing the agents, close the window. END OF STEPS........................................................................................................................................................................... StepsTo add agents to an agent group: ........................................................................................................................................................................... 1From the controller window, select Commands | Dictionary or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2Select Operations | Agent Groups.
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, listing, adding, or deleting agents in an agent group3-13 The Agent Groups input window opens. ........................................................................................................................................................................... 3In the Agent group name box, type the name of the agent group to which you want to add agents. ........................................................................................................................................................................... 4Select Get Contents on the Actions menu or on the toolbar. The Agent Groups – Get Contents window opens. ........................................................................................................................................................................... 5In the Login IDs field, type the agent login IDs to add to this agent group. ........................................................................................................................................................................... 6Select Add on the Actions menu or on the toolbar. END OF STEPS...........................................................................................................................................................................
Task: naming your call center entities in the Dictionary CentreVu CMS Administration Viewing, listing, adding, or deleting agents in an agent group3-14 StepsTo delete agents from an agent group: ........................................................................................................................................................................... 1From the controller window, select Commands | Dictionary or select Dictionary on the toolbar. The Dictionary selector window opens. ........................................................................................................................................................................... 2Select Operations | Agent Groups. The Agent Groups input window opens. ........................................................................................................................................................................... 3In the Agent group name box, type the name of the agent group from which you want to delete agents. ........................................................................................................................................................................... 4Select Get contents on the Actions menu or on the toolbar. The Agent Groups – Get Contents window opens.