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Lucent Technologies Lucent Call Centers Little Instruction Book For Advanced Administration
Lucent Technologies Lucent Call Centers Little Instruction Book For Advanced Administration
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Lucent Call Center’s Little Instruction Book for advanced administration 585-210-936 Issue 1 December 1999 Managing vectors 69 Performing daily maintenance nTo see if vectors have been changed, use the list history command to generate a History Report. nTo listen to a caller’s responses to vector commands and follow the call process to the end of the call, use Service Observe for the VDN. More detailed information about Service Observing can be found in the Call Center Little Instruction Book for basic administration. For additional information on monitoring vector performance and troubleshooting vectors, please refer to the “Troubleshooting Vectors” chapter of the DEFINITY Enterprise Communications Server Call Vectoring/Expert Agent Selection (EAS) Guide.
Managing vectors 70 Interpreting performance Lucent Call Center’s Little Instruction Book for advanced administration 585-210-936 Issue 1 December 1999 Interpreting performance You can analyze your call center’s use of Call Vectoring by regularly reviewing the following types of CentreVu Supervisor reports: Table 2: CentreVu Supervisor Reports Report What it measures What it tells you Split Skill by Interval reportASA Whether ASAs are within target service range and balanced among sites 1 Split Skill by Interval reportACD Calls Whether call volume has significantly increased Split Skill by Interval reportNumber of Agents StaffedWhether you have adequate staffing Split Skill by Interval report % ACD Time How much time agents are spending handling certain types of ACD calls Call Profile report Abandoned Calls Which calls are abandoning and whether vector modifications should be made Historical VDN report Flowouts/Flowins The number of calls and how many were answered in the primary skill
Lucent Call Center’s Little Instruction Book for advanced administration 585-210-936 Issue 1 December 1999 Managing vectors 71 Interpreting performance For more tips on performance, please see the “Considerations for Call Vectoring Features” and “Troubleshooting Vectors” chapters of the DEFINITY Enterprise Communications Server Call Vectoring/Expert Agent Selection (EAS) Guide. Historical VDN report Busy/Disconnects How many callers selected a particular prompt and where it sent the calls Busy Hour by VDN reportBusy Hour How many calls were offered and answered by VDN Daily Multi-ACD Call Flow by VDN reportVDN Activity Lookahead attempts, interflow completions, and adjunct attempts 1. If ASA is not in balance among sites in a multi-site environment, look at the Tru nk Group Summary by Interval report to see if all trunks were busy at the time the ASA was out of alignment. If all trunks were busy, consider increasing the number of trunks, increasing user adjustments, or setting up interflow routing patterns to allow traffic to interflow when primary trunks are exhausted. Table 2: CentreVu Supervisor Reports — Continued Report What it measures What it tells you
Managing vectors 72 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 Multi-site applications 73 Multi-site applications This section includes information about two CentreVu Virtual Routing software features: Enhanced Look-Ahead Interflow (ELAI) and Best Service Routing (BSR). It provides an overview of these features and includes tips for planning and administering multi-site applications, including the use of vector commands. Before reading this section, we recommend that you review the Managing Vectors section of this book. To gain the most from this material, you should also have some experience setting up vectors for the DEFINITY ECS. ELAI and BSR are designed to enhance Call Vectoring for call centers with multiple locations. These features allow multiple locations to work together as a single “virtual” call center in a process that is transparent to your customers. Rather than queue calls everywhere, CentreVu Virtual Routing continuously monitors and evaluates call and queue status at each call center location to determine the best place to route the call, according to criteria you have defined. NOTE: ELAI and BSR work only with DEFINITY 6.3 or later systems.
Multi-site applications 74 What is Lookahead Interflow? Lucent Call Center’s Little Instruction Book for advanced administration 585-210-936 Issue 1 December 1999 What is Lookahead Interflow? Lookahead interflow (LAI) allows you to improve your center’s call- handling capability and agent productivity by intelligently routing calls among call centers to achieve an improved ACD load balance. Like Call Vectoring, it is enabled through the use of call vectors and their associated commands. With LAI, calls interflow only to those remote locations that can accept the calls.
Lucent Call Center’s Little Instruction Book for advanced administration 585-210-936 Issue 1 December 1999 Multi-site applications 75 What is Enhanced Lookahead Interflow? What is Enhanced Lookahead Interflow? Enhanced Lookahead Interflow (ELAI) uses the same basic vectoring commands as traditional LAI, but adds a new conditional vectoring command that produces first in/first out (FIFO) or near FIFO call processing and uses fewer computer resources during the Lookahead Interflow process. With a FIFO call queue, ELAI polls all eligible sites and selects and routes the calls at the front of the queue. It ensures that when a split/skill group becomes available, newer calls routed from the network are not placed ahead of a call that is already waiting in queue at the local site. ELAI is available in DEFINITY 6.3 releases and later.
Multi-site applications 76 How ELAI works Lucent Call Center’s Little Instruction Book for advanced administration 585-210-936 Issue 1 December 1999 How ELAI works When an ELAI call attempt is made, Call Vectoring at the sending location checks a potential receiving location to determine whether to send or hold the call. The call remains in queue at the sending location while this process takes place. Call Vectoring at the receiving location then decides whether to accept or refuse the call. If the receiving location gives instructions not to accept the call, the sending location can keep the call, check other locations, or provide some other predetermined treatment for the call. If the call is accepted by the receiving switch, the call is removed from queues at the sending switch and call control is passed to the receiving switch. Any Call Prompting digits collected in the sending switch are passed to the receiving switch during the interflow process. ELAI can be used in a single queue configuration, in which all calls are routed to only one of the switches in a network, or in a tandem switch configuration, which includes multiple switches. Conditions for sending, refusing, or receiving a call can include: nExpected Wait Time (EWT) for a split nNumber of staffed or available agents nNumber of calls in queue nQueue position nNumber of VDN calls nAverage speed of answer (ASA) nNumber of calls active in a VDN nTime of day/day of week
Lucent Call Center’s Little Instruction Book for advanced administration 585-210-936 Issue 1 December 1999 Multi-site applications 77 How ELAI works ELAI is especially effective at load-balancing for locations with smaller call volumes or in environments with a large discrepancy in agent group sizes. Tip: For call centers with high call volumes and multiple sites, BSR is a more effective solution. BSR allows you to determine the “best” network resources to handle the interflowed calls. BSR is explained in detail later in this section. For more information about single queue and tandem switch configuration, see the “Look-Ahead Interflow” chapter of the DEFINITY Enterprise Communications Server Call Vectoring/Expert Agent Selection (EAS) Guide.
Multi-site applications 78 Administering multi-site ELAI Lucent Call Center’s Little Instruction Book for advanced administration 585-210-936 Issue 1 December 1999 Administering multi-site ELAI ELAI is performed through call vectors and vector commands. These are included in the sending switch (outflow vector) and receiving switch (inflow vector). Vectors are created or edited in the same way as described in the “Managing Vectors” section of this book. Vector commands are particularly important for effectively administering ELAI, so we have included specific commands and sample vectors in the following sections. Outflow vector The vector(s) in the sending switch use the goto command to test outflow conditions and determine whether the call should be sent to the receiving switch. If the condition is met, a branch is made to the appropriate route-to command. The following is an example of a sending switch outflow vector. 1. wait-time 0 secs hearing ringback 2. goto step 5 if expected-wait for split 3 pri m < 30 3. route-to number 5000 with cov n if unconditionally 4. route-to number 95016781234 with cov n if unconditionally 5. queue to spit 3 pri m 6. announcement 3001 7. wait-time 30 secs hearing music 8. Goto step 6 if unconditionally In this example, step 2 specifies that if split 3 has a wait time of less than 30 seconds, the call queues to split 3 at a medium priority. If the wait time is 30 seconds or more, Look-Ahead Interflow attempts are made, as specified in step 4. If the call is accepted by one of the receiving switches, call control passes to the receiving switch. If the receiving switch denies the call, the call queues to split 3 and announcement 3001 plays. The caller hears music, interrupted by announcement 3001, until the call is answered by an agent in split 3 or the caller chooses to abandon the call.