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 
139 Fine-tuning options to consider 
nA few skills with a significant difference in agent performance 
between skills, and you want to keep performance as high as possible 
(in terms of sales, technical support, customer service, or other needs 
that might be important for your call center):
— Make the Hunt Group method EAD-LOA 
— Evaluate the agents holding the...

Call and agent selection methods 
140 Interpreting performance 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Interpreting performance
To determine the effectiveness of the strategy you have developed, you need 
to review performance through reports.  While each call center’s goals and 
operation may vary, there are several measurements that are typically 
considered important.  You will want to review these reported measurements 
to see if...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Call and agent selection methods 
141 Interpreting performance 
Making adjustments
The following tips can help you determine the types of adjustments you 
might consider, based on your analysis of key reported measurements. 
nIf ASA is not spread appropriately between skills, adjust the 
acceptable service level:  
— For calls that should be answered more quickly, reduce the 
acceptable service...

Call and agent selection methods 
142 Interpreting performance 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
nIf reserve agents are being called in too little:
— Review threshold settings for the skill and decrease 
thresholds 1 and/or 2.
— Decrease the number of agents holding the skill as a primary 
skill.
— Determine if some agents should be Greatest Need or Skill 
Level.
nIf Agent Occupancy reports show that an agent’s work time is not...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Call and agent selection methods 
143 Interpreting performance 
Cautions
The following are a few cautions regarding the effective use of CentreVu 
Advocate:
nSupervisors may receive complaints from agents regarding the 
fairness of call distribution, which could be due to the agents’ 
defined call selection, for example, Skill Level versus Greatest Need.
nLeast Occupied Agent measurements are...

Call and agent selection methods 
144 Interpreting performance 
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
Index 
145  
Index
Symbols
% ACD Time,70
Numerics
1st found,93
A
abandoned calls,70
abandonment rate,52
ACD Calls,70
add best-service-routing,97
adding
agents to skills
,11
adjunct routing,59, 66
Adjunct-Switch Application Interface,59
adjust-by,104
administering
call and agent selection 
features
,134
Call Vectoring,63
multi-site BSR applications,94
multi-site ELAI,78
administration screens...

Index 
146  
Lucent Call Center’s Little Instruction Book for advanced 
administration  
585-210-936  Issue 1
December 1999
assigning call work codes,22
available agent strategy
1st found
,93
EAD-LOA,93
EAD-MIA,93
UCD-LOA,93
UCD-MIA,93
Average Speed of Answer (ASA),52
B
best,103
Best Service Routing,59
Best Service Routing Application Plan 
Form
,94
book conventions,xiii
books
documentation
,xv
how to order more copies,xix
online,xviii
branching, conditional,56
branching, unconditional,55
BSR...

Index 
147  
Lucent Call Center’s Little Instruction Book for advanced 
administration  
585-210-936  Issue 1
December 1999
CentreVu Network Reporting,110
CentreVu Virtual Routing,73
Change Agent Skills window,4
changing
agent’s skill assignment
,4
call handling preference,7
CMS state,34
data storage allocation,38
direct agent skill,7
extension split assignments,12
multi-agent skill,9
skill level,11
top skill,6
VDN skill preferences,24
VDN-to vector assignments,30
check skill,66
check split,80
CMS State...

Index 
148  
Lucent Call Center’s Little Instruction Book for advanced 
administration  
585-210-936  Issue 1
December 1999
E
EAD-LOA
description
,93
example,127
EAD-MIA
description
,93
example,129
EAS,53
ELAI
administering multi-site
,78
description,59
maintenance,88
single queue configuration,76
tandem switch configuration,76
troubleshooting,90
Enhanced Look-Ahead Interflow,59
Error Log Reports,38
EWT,57
Expected Wait Time
list changes
,68
Expected Wait Time (EWT)
description
,57
expected-wait,57...