Lucent Technologies Lucent Call Centers Little Instruction Book For Advanced Administration

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Multi-site applications 
109 Performing daily maintenance 
Performing daily 
maintenance
You can display the following reports from your DEFINITY ECS to help you 
monitor the effectiveness of your BSR multi-site application and determine 
the cause of problems. 
nRegularly use the Display Events form and execute a display 
events command for the appropriate vectors.  Vector events will 
identify...

Multi-site applications 
110 Interpreting performance 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Interpreting performance
The following types of standard reports will help you analyze the 
effectiveness of your individual sites.    
Tip:
If you have CentreVu Network Reporting software, it can be used to 
view real time key call center performance statistics from as many as 
64 call center sites within your Lucent DEFINITY network.
For...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Multi-site applications 
111 Using BSR and CentreVu Advocate 
Using BSR and CentreVu 
Advocate 
BSR can be paired with CentreVu Advocate to make your multi-site routing 
even more precise and effective.  Once BSR delivers a call to the right call 
center or split/skill, CentreVu Advocate can determine the best agent to 
handle the call based on your callers’ needs and their value to your...

Multi-site applications 
112 Using BSR and CentreVu Advocate 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999 

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Call and agent selection methods 
113  
Call and agent selection methods
This section explains how to manage call and agent selection methods using 
CentreVu Advocate.  Specifically, the section is designed to help you 
understand the various call and agent selection features that are available for 
your call center and help you select the CentreVu Advocate features that best 
match your...

Call and agent selection methods 
114 What is CentreVu Advocate? 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
What is CentreVu Advocate?
CentreVu Advocate is a set of advanced features that provides you with 
flexibility for routing calls:  through call selection methods or through agent 
selection methods, as determined by queue status and agent availability.  
When one or more queues contain calls when an agent becomes available,...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Call and agent selection methods 
115 How call selection works 
How call selection works
When calls are in queue and an agent becomes available, the DEFINITY 
ECS considers the call selection method administered for the agent for each 
of the queues they support in order to determine which skill to serve.  Once a 
skill is selected, the selected call will be the call at the head of the queue for...

Call and agent selection methods 
116 How call selection works 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Greatest Need
Greatest Need is an EAS-based call selection method.  It selects a skill for an 
agent based on the call at the highest priority whose PWT or CWT for a skill 
is the longest or whose PWT or CWT is the furthest over the Service 
Objective of the skill, on a percentage basis.  This method allows you to 
improve efficiency...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Call and agent selection methods 
117 How call selection works 
serve two skills, for example, you could allocate 50% of that agent’s time for 
each skill.  It is best used with very targeted applications, for example, 
helping ensure agents on commission receive a fair portion of calls.
NOTE:
The results of Percent Allocation for each agent are  affected by the 
type and volume of incoming...

Call and agent selection methods 
118 How call selection works 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Service Level Supervisor
Service Level Supervisor is a feature that can automatically override normal 
agent call handling preferences when pre-set thresholds are exceeded.  
Using this feature, you can administer one or two overload thresholds for a 
skill that will be supported by reserve agents.  When the EWT for an 
arriving call...