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 between splits or change agent skills (EAS 
only) and activate agent traces.  
!CAUTION:
To retain consistency in your call center’s design and configuration, 
we recommend you give Split Supervisors limited access to this 
feature. 
						

							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 list.
3. Choose Change Agent Skills from the Operations tab of the Agent 
Administration window.  
4. Select OK.
The Select Agent/Template window appears.
5.To view the skill asignment for an agent, enter the agent’s name or 
login ID.  To view the skill assignment for a template, enter the name 
of the template. 
6. Select OK. 
The Change Agent Skills window appears with the template or agent’s name and login 
ID in the title bar. The skills for the agent or template you named in the previous 
window, along with the associated skill level, and call handling preferences are 
displayed in the Assigned Skills box. Skill names are shown for the skills that are named 
in the Dictionary. Skill numbers are shown for the skills are not named in the Dictionary. 
						

							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 to change which calls an agent gets first through call 
handling preferences. 
nAllows you to change the skill that is used to queue an agent’s direct 
agent calls through the Direct Agent Skill field.
nProvides the ability to change the level or type associated with a  
skill that is already assigned.
nAllows you to change which skills are assigned to this agent or 
template.
nProvides an opportunity to make an assigned skill the Top Skill for 
an agent.
nAllows you to select and assign a Percent Allocation (this applies to 
CentreVu Advocate users only).
nWith the EAS-PHD feature, allows 20 skills with one of 16 skill 
levels for each.
nAllows you to select up to 50 agents at a time when applying an 
agent template.
nDoes not allow you to exit until the switch responds to your 
requested changes. 
						

							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 work mode, or 
completes all calls and ACW and becomes available. 
To change an agent’s skill:
1. Access Agent Administration from the Commands menu.
2. Select the ACD you want from the ACD drop-down list.
3. Select Change Agent Skills from the Operations tab of the Agent 
Administration window.
4. Select OK.
The Select Agent/Template window appears.
5. To view the skill asignment for an agent, enter the agent’s name or 
login ID.  To view the skill assignment for a template, enter the name 
of the template.  
6. Select OK.
The Change Agent Skills window appears with the template name or agent’s name and 
login ID in the title bar. The skills for the agent or template you named in the previous 
window, along with the associated skill type or level, and call handling preferences are 
displayed in the Assigned Skills box. Skill names are shown for the skills that are named 
in the Dictionary. Skill numbers are shown for the skills that are not named in the 
Dictionary.  
						

							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 select the Make Top Skill button. 
						

							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 a skill.  Select the Delete Skill button, and then select the skill 
you want to delete from the Available Skills window.  Select OK 
from the Delete Agent Skills confirmation window to complete the 
operation.  
Change the agent’s call handling preference.  Select a preference 
at the top of this window.  Choose between distributing calls to the 
selected agent based on Skill Level (as shown in the Assigned Skill 
list), Greatest Need, or Percent Allocation (which applies to users 
who have purchased and enabled CentreVu Advocate on the 
DEFINITY ECS).
Or
Apply skill assignments as a template to a group of up to 50 
agents.  Using the currently displayed skill assignments, check the 
Use for One or More Agents box at the bottom of the screen, and 
enter the names or login IDs of the agents you want to be affected by 
these changes.  You can also select agents using the drop-down list or 
the Browse button.
NOTE:
The apply skill assignments as a template field is only available if you 
have read and write permissions for all of the currently displayed skill 
assignments. 
						

							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 sends them to the CMS server one at a time.  A status 
box is displayed to indicate the status of each requested agent 
change.  The Operation successful confirmation window appears to 
confirm when changes are successful.
10. Select OK to close the confirmation window.