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 skill(s): 
nShift the agent’s skills to different levels to take 
advantage of their performance differences when in 
agent selection
nKeep the call handling preference at Greatest Need if 
there are no performance differences between an 
individual agent’s skills
nChange the call handling preference to Skill Level if 
the agent has some high-performance skills and low-
performance skills. 
						

							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 your call and agent selection methods are working as you intended.   
Ta b l e  11 :  CentreVu Supervisor Reports
Report What it measures What it tells you
CMS Split/Skill or VDN 
reportsAverage speed of 
answerIf ASAs are within target 
service range
CMS Split/Skill or VDN
reportsCalls handled If throughput has 
increased
CMS Split/Skill or VDN 
Call Profile reportsService level If target service levels 
are being met
CMS Split/Skill or VCN 
ReportsAbandonment rates If abandonment rates 
have decreased
CMS Split/Skill Reports Max DelayIf the “worst” wait time 
(in the interval) has 
improved 
CMS Agent or Agent 
Group Occupancy 
ReportsAgent Occupancy 
DistributionIf the agent utilization is 
in balance among 
similar agents 
						

							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 level.  
— For calls that should not be answered as quickly, increase the 
acceptable service level.  
nIf reserve agents are being called in too much:
— Review the threshold settings for a skill and increase 
thresholds 1 and/or 2.
— Increase the number of agents who hold the skill as a primary 
skill.
— Determine if some agents should be Greatest Need or Skill 
Level.
CMS Agent Group 
ReportPercentage of calls 
handled in primary skillIf agents are handling 
calls in their primary or 
top skills
Graphical Skill 
Overload reportTime over threshold How much time is spent 
in overload thresholds 1 
and 2 and whether 
threshold settings are 
appropriate 
Ta b l e  11 :  CentreVu Supervisor Reports — Continued  
Report What it measures What it tells you 
						

							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 in 
line with the group’s, look closely at the reports to get a better idea of 
how the agent is spending his or her time.   
— Is there a lot of AUX time for this agent?
— Did the agent log in and out during the day?
— What is this agent’s talk time compared to other agents in the 
group?
— How does this agent’s profile differ from that of other agents 
in the group?
Tip:
If you find that this agent has the same opportunities to serve calls as 
others in the group, there may be training or supervisory issues 
involved.  
						

							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 sampled rather than actual 
for the fields “active any skill” and “staffed any skill” and this might 
give a false interpretation on reports.  
nVectors may need to be redesigned to take full advantage of 
CentreVu Advocate features; for example, you may no longer need to 
queue to multiple skills at different priorities. 
						

							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
agent selection features
,134
call selection features,134
Advocate,60, 114
administering call and agent selection 
features
,134
agent selection examples,127
Advocate, (continued)
call handling preferences
,115
call selection,115
call selection examples,121
Call Selection Override,120
cautions,143
feature compatibility,133
fine-tuning,138
making adjustments,141
performance,140
reserve skills,118
Service Level Supervisor,118
Service Objective,117
where should I start?,137
Agent LoginID Form,134
agent occupancy,89
Agent Occupancy Reports,89
agent selection strategy, entering,101
agent selection, examples,127
agent surplus,92
agent template,8
agent trace
activating
,17
listing,19
records,17
report,20
stop,17
agent’s skill
deleting
,7
viewing,2
agent’s skill assignment
changing
,4
allocation, data storage,40
allow VDN override,100
announcement,66
Application Plan, BSR,94
Application Plan, fields,99
Archiver,43
ASA,52
ASAI,59
Assigned Skills,5 
						

							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
administering
,94
agent selection strategy,101
Application Plan,94
Application Plan fields,99
creating an Application Plan,97
creating elements of the Application 
Plan
,96
description,59
linking an Application Plan to a 
primary VDN
,100
maintenance,107, 109
using with CentreVu Advocate,110, 
111
vector commands,103
writing vectors,106
busy,66, 81
Busy Hour,71
Busy Hour by VDN Report,71
Busy/Disconnects,71
C
call acceptance vector commands,80
call and agent selection 
combinations
,131
call and agent selection features, 
administering
,134
call denial vector commands,81
call handling preference,115
changing,7
Greatest Need,116
Percent Allocation,116
Skill Level,116
Call Profile report,70
call profile setup,26
Call Prompting,53
call selection
description
,115
examples,121
measurements,115
call surplus,92
call vector,54
Call Vector form,64, 94
Call Vectoring
administering for EAS
,64
administering for non-EAS,63
description,50
interpreting performance,70
call work codes
assigning
,22
reports,23
call work codes (CWC),22
cautions, Advocate,143
centralized system,95
CentreVu Advocate,53, 114 
						

							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
window
,34
CMS state
multi-user mode
,34
single-user mode,34
collect ced/cdpd digits,82
collect digits,66, 80
commands, vector,66
conditional branching,56
consider,82
consider location,107
consider skill/location,66
converse-on skill,66
converse-on split,80
counted-calls,58
creating a BSR Application Plan,97
Current Wait Time (CWT),115
CWC,22
CWT,115
D
daily data,43
Daily Multi-ACD Call Flow by VDN 
Report
,71
daily start time,46
daily stop time,46
data collection,36
turning off and on,36
Data Collection window,34
data storage
capacities
,40
modifying,38
warnings,38
Data Storage Allocation window,39
data summarizing,42
daily,43
monthly,43
weekly,43
data summarizing time,45
defining service levels,26
deleting
agent’s skill
,7
Dialed Number Identification Service,63
direct agent skill, changing,7
disconnect,66, 80
display events,68
distributed system,95
DNIS,63
download
books
,xviii
downloads
software
,155 
						

							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
Expert Agent Distribution - Least 
Occupied Agent (EAD-LOA)
,93
Expert Agent Distribution - Most Idle 
Agent (EAD-MIA)
,93
Expert Agent Selection (EAS),53
extension assignments,15
extension split assignment
changing
,12
extensions
moving between splits
,15
F
Feature-Related Parameters form,85
First in/First out (FIFO),75
flow, sequential,55
Flowins,70
Flowouts,70
form
Agent LoginID
,134
Best Service Routing Application 
Plan
,94
Call Vector,94
Display Events,109
Feature-Related System 
Parameters
,97, 134
Hunt Group,134
Vector Directory Number,94
Free Space Allocation window,44
G
goto,78
goto step,66
goto vector,66
Graphical Skill Overload Report,141
Greatest Need
description
,116
example with Service Objective,122
example without Service 
Objective
,121
H
help
accessing
,xiii
numbers to call,xx
Historical Agent Trace Report,20
Historical Call Work Code Report,23
Hunt Group Form,134
Hunt Group method,125