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
Call and agent selection methods 
119 How call selection works 
If you determine that you want to administer reserve skills, consider the 
following questions for each skill:  
nWhich agents are able to back up that skill?
nAre you willing to have agents work differently in order to serve as 
reserve agents for the skill? (Agents are typically not as effective at 
skills that are not their...

Call and agent selection methods 
120 How call selection works 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Call Selection Override
Call Selection Override determines whether agents will be diverted from 
their primary (standard) skills when the threshold for a reserve skill is 
exceeded.  Consider the following situations in which agents hold both 
standard and reserve skills.
nIf Call Selection Override is ON for the reserve skill:  The...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Call and agent selection methods 
121 Call selection examples 
Call selection examples
The following examples show how the various types of call selection work 
for situations in which calls are in queue for three skills that an agent is 
eligible to serve.  Each scenario is based on the same skills and call wait 
times so that you can more clearly see the effects of call selection methods....

Call and agent selection methods 
122 Call selection examples 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Greatest Need with Service Objective
In the following example, acceptable service levels or Service Objectives 
have been added for each skill by administering Service Objective.  Now 
which call will be selected first if calls are queued for an agent who is 
eligible to serve all three skills? 
In this situation, the call in skill 3...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Call and agent selection methods 
123 Call selection examples 
Skill Level without Service Objective 
In the following example, the Skill Level call handling preference is set for 
the agent’s three skills.  Service Objective is not set for this agent.  Which 
call will the agent receive in this situation?     
In this instance, the 90-second call in skill 2 is selected because it is the 
oldest...

Call and agent selection methods 
124 Call selection examples 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Percent Allocation
Consider the following scenario in which Percentage Allocation is 
administered for each of the agent’s three skills.  If the agent has already 
spent 50% of his time serving skill 1, 35% of his time serving skill 2, and 
15% of his time serving skill 3, which of the queued calls will be selected for 
him? 
The...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Call and agent selection methods 
125 How agent selection works 
How agent selection works
Agent selection methods are activated when there are more available agents 
than incoming calls.  They are administered as a Hunt Group method for the 
skill.  CentreVu Advocate allows you to select agents according to 
occupancy, idleness, and individual skill level, as described in the following...

Call and agent selection methods 
126 How agent selection works 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Most Idle Agent 
Most Idle Agent (MIA) selects the most idle agent with the skill for the 
incoming call.  Unlike LOA, this method does not take occupancy into 
consideration, but delivers the call to the agent who has been idle the longest 
in that particular skill.   
There are two types of MIA selections.
nExpert Agent...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Call and agent selection methods 
127 Agent selection examples 
Agent selection examples
The following examples, each using the same agents and profiles, are 
designed to demonstrate how agent selection works.   
Expert Agent Distribution - Least 
Occupied Agent 
Using Expert Agent Distribution-Least Occupied Agent (EAD-LOA), if the 
following three agents are available to serve the arriving...

Call and agent selection methods 
128 Agent selection examples 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Uniform Call Distribution - Least 
Occupied Agent 
With the same agents available for the arriving Sales skill call, but with 
Uniform Call Distribution-Least Occupied Agent (UCD-LOA) administered 
instead of EAD-LOA, which agent will receive the next call?    
With UCD-LOA administered, Agent C receives the next arriving call for...