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 
129 Agent selection examples 
Expert Agent Distribution - Most Idle 
Agent 
In the following example, the same three agents are available to serve the 
next arriving Sales skill call, but Expert Agent Distribution-Most Idle Agent 
(EAD-MIA) is administered.  Which agent will be selected for the call?    
In this scenario, Agent B is selected because he is the...

Call and agent selection methods 
130 Agent selection examples 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Uniform Call Distribution - Most Idle 
Agent 
Using the same agents, but administering Uniform Call Distribution (UCD-
MIA), who would be selected to receive the next arriving Sales skill call?     
In this situation, Agent C receives the next arriving call because calls are 
distributed evenly across agents according to idle time in...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Call and agent selection methods 
131 Developing your strategy 
Developing your strategy
CentreVu Advocate provides you with many options for call and agent 
selection.  Before you administer any of these features, you should carefully 
consider your customers and your call center staff.
Determining your agent selection 
strategy 
For each of your skills, you need to consider your call center’s...

Call and agent selection methods 
132 Developing your strategy 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
The following questions and suggestions will help you to get started on 
developing your overall strategy for combining call and agent selection 
methods to achieve the results you want for your call center.  
Is a highly resilient operation and achievement of objectives your goal?  
Use PWT and Service Objectives for each skill....

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Call and agent selection methods 
133 Developing your strategy 
Feature compatibility
CentreVu Advocate features are powerful call distribution tools that often 
work effectively in combination with each other.  There are some features, 
however, that do not work well together.  After determining which features 
will best meet your needs, consider the following to ensure that you have 
selected...

Call and agent selection methods 
134 Administering call and agent selection features 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Administering call and agent 
selection features
Once you determine your call and agent selection strategy,  you need to 
administer the appropriate features through CentreVu Supervisor or the 
DEFINITY  ECS.  
NOTE:
CentreVu Supervisor can only be used to administer CentreVu 
Advocate features for existing...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Call and agent selection methods 
135 Administering call and agent selection features 
Service Objective and Acceptable 
Service Levels
“Use Service Objective” Hunt Group Form
Agent LoginID Form 
Service Level Supervisor and Call 
Selection Override (ON/OFF)
Overload ThresholdsFeature-Related System Parameters 
Form and Hunt Group Form
Hunt Group Form
Reserve Skills and Reserve Levels Agent...

Call and agent selection methods 
136 Administering call and agent selection features 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Important notes about administration
Call and agent selections are a direct result of how you administer CentreVu 
Advocate.  The following are examples of the effect your administration can 
have on CentreVu Advocate features.  
Call selection works in different ways, depending upon:  
nWhether Current Wait...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Call and agent selection methods 
137 Where should I start? 
Where should I start? 
As a starting point, you might begin with Greatest Need for call selection, 
Service Objective to assign service levels, and UCD-LOA for agent 
selection.  This is the most basic and robust plan if your agents work equally 
well across all of their standard skills. ( “Work equally well” means that all 
agents...

Call and agent selection methods 
138 Fine-tuning options to consider 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Fine-tuning options to 
consider 
If you determine that Greatest Need, Service Objective, and UCD-LOA (as 
suggested in the previous section) are not the best fit for your call center, 
you might want to make one of the adjustments suggested below.  
If you have:
nAn agent with superior abilities on certain skills, for...