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
Agent administration 
19 Listing agent trace data 
Listing agent trace data
The List Agents Traced window is used to list the agents and the dates for 
which agent trace data is available on the current ACD.
Helpful tips
The List Agents Traced window:
nAllows you to list all the agents for whom data is available on the 
current ACD for given dates, all the dates for which data is available 
for...

Agent administration 
20 Listing agent trace data 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
The List Agents Traced - List All window opens, displaying a list of the agents and the 
dates of available agent trace data. 
Tip:
If you leave all the entry fields blank, you can use List All from the 
Actions menu to display all available agent trace data.  
Once an agent trace is activated and a daily archive has completed for that 
time...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Call center administration 
21  
Call center administration 
This section provides step-by-step instructions on reconfiguring and 
displaying information about ACD call center features that have previously 
been administered on the switch, using CentreVu Supervisor as the interface 
to communicate changes to the DEFINITY. 
Refer to the DEFINITY System’s Little Instruction Book for basic and...

Call center administration 
22 Assigning call work codes 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Assigning call work codes
In the Managing Features section of the Call Center Little Instruction Book 
for basic administration, we explained how call work codes (CWCs) can be 
used to track call activity. 
The Call Work Codes window is used to add, delete, or list the call work 
codes CentreVu CMS collects data on.
Helpful tips 
Here are...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Call center administration 
23 Assigning call work codes 
To administer call work codes:
1. Access Call Center Administration from the Commands menu.
2. Select the ACD you want to administer call work codes on from the 
ACD drop-down list.
3. Choose Call Work Codes from the Operations tab of the Call Center 
Administration window.
4.  Select OK. 
The Call Work Codes window opens. The total number...

Call center administration 
24 Changing VDN skill preferences (EAS only) 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Changing VDN skill 
preferences (EAS only)
The Change VDN Skill Preferences window is used to change the first, 
second, and third VDN skill preferences for a list of Vector Directory 
Numbers (VDNs). You can also list the currently assigned skill preferences 
for VDNS, or list all the VDNs that currently have a specified...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Call center administration 
25 Changing VDN skill preferences (EAS only) 
Successful is displayed in the status bar to indicate the VDN skill preference has been 
modified in the database.
!CAUTION:
When changing VDN skill preferences, the changes take effect 
immediately and can affect the processing of any call currently in 
progress in the VDN at the time of the change.  

Call center administration 
26 Defining acceptable service levels 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Defining acceptable service 
levels 
The Split/Skill and VDN Call Profile Setup windows are used to establish an 
acceptable service level and define service level increments to record the 
number of calls that are answered or abandoned within each increment.  This 
helps determine how long a caller is willing to wait for an agent...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Call center administration 
27 Defining acceptable service levels 
7. In the Service level increments fields, enter a progressively greater 
number of seconds in each “to” field. The seconds before and after 
each word “to” define an increment in seconds of wait time.
Tip:
Each of the nine increments can vary in length (for example, 0 to 5, 6 
to 10, 11 to 15, 16 to 25, 26 to 40, etc.). Each...

Call center administration 
28 Viewing trunk group members 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Viewing trunk group 
members
The Trunk Group Members report is used to view selected trunk groups in 
numerical order, each trunk group’s assigned name (if assigned in the 
Dictionary), and the equipment location of each trunk in the trunk group. 
To view trunk group members:
1. Access Call Center Administration from the Commands menu....