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
Welcome 
xxi Notes 
Notes 

Welcome 
xxii Notes 
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
Agent administration 
1  
Agent administration
This section contains details on reconfiguring and displaying information 
about ACD agent features that have previously been administered on each of 
the ACDs, using CentreVu Supervisor as the interface to communicate 
changes to the DEFINITY. 
Some CentreVu CMS Administrators give Split Supervisors access to this 
feature so they can move agents...

Agent administration 
2 Viewing an agent’s skill assignment (EAS only) 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Viewing an agent’s skill 
assignment (EAS only)
The Change Agent Skills/Template window is used to view or change the 
skill assignment for an agent or template.
To view the current skill assignment for an agent or template:
1. Access Agent Administration from the Commands menu.
2. Select the ACD you want from the drop-down...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Agent administration 
3 Viewing an agent’s skill assignment (EAS only) 
  

Agent administration 
4 Changing an agent’s skill assignment (EAS only) 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Changing an agent’s skill 
assignment (EAS only)
The Change Agent Skills window is used to view an agent’s or template’s 
current skill assignments or to change one or more skills and the associated 
skill type or skill level.
Helpful tips 
When used to change skill assignments, the Change Agents Skills window:
nAllows you...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Agent administration 
5 Changing an agent’s skill assignment (EAS only) 
nActivates requested skill changes immediately for agents who are in 
the AUX work mode, available, or logged out.  For agents who are 
handling calls (including non-ACD calls, calls on hold, and direct 
agent calls waiting in queue) or are in the ACW mode, the change is 
pending until the agent logs out, changes to the AUX...

Agent administration 
6 Changing an agent’s skill assignment (EAS only) 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
  
7. To add a skill for this agent, select the skill, select the Add Skills 
button, and assign a skill level from the Available Skills window.  
8. Select OK.
Follow these optional steps from the Change Agents Skills window to:
Select a top skill - select the assigned skill that you want to be the 
agent’s top skill, and...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Agent administration 
7 Changing an agent’s skill assignment (EAS only) 
Change the direct agent skill.  Enter the skill name or number in 
the Direct Agent Skill field, or select a new direct agent skill from the 
drop-down list.  (Direct Agent Skills are used to queue Direct Agent 
calls, that is, those calls that are directed to specific agents rather 
than to any available ACD agents.)
Delete...

Agent administration 
8 Changing an agent’s skill assignment (EAS only) 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
9. Select OK to accept your changes.
Changes are submitted to the CMS server.  If a move is pending, you 
are notified that the operation will not occur until the pending 
conditions are resolved.  If you are applying a template to a list of up 
to 50 agents, CentreVu Supervisor buffers the change agent skills 
requests and...