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 given agents, or all the dates and all the agents for which data is 
available
nRequires that you have turned on agent trace for some agents at some 
time in the past, and that those agents must have logged in to produce 
agent trace records.
To list agent trace data:
1. Access Agent Administration from the Commands menu.
2. Select the ACD you want from the ACD drop-down list. 
3. Choose List Agents Traced from the Operations tab of the Agent 
Administration window.
4. Select OK.
The List Agents Traced window opens.  
5. Enter the names or login IDs of the agents you want to list, use the 
drop-down list, or use the Browse button to select agents to list.  (If 
you leave this field blank, all agents for whom agent trace data is 
available is displayed.) 
6. Enter a list or range of dates, use the drop-down list, or  use the 
Browse button to select the dates.  (If you leave this field blank, all 
dates for which agent trace data is available is displayed.)
7. Select List All from the Actions menu. 
						

							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 period, you can use the Historical Agent Trace report to view a detailed 
list of each agent activity and the time it occurred.  You may find this 
information useful when evaluating how well agents are using their 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 
advanced administration for instructions on how to initially administer your 
call center using the DEFINITY system.  
						

							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 a few things you’ll want to know before using call work codes.
nCall work code 0 is always assigned and is used to collect 
information on unadministered call work codes.
nWe recommend you specify a fixed number of digits for all call work 
codes. A fixed number of digits makes it easier to add, delete, and 
search for call work codes. 
nDisk space must be allocated for call work codes in the Data Storage 
Allocation window in System Setup.
nNames can be assigned to call work codes in the Dictionary 
subsystem.
nCall work codes must be positive integers with 1 to 16 digits. Codes 
with 1 to 9 digits may be assigned names in the Dictionary 
subsystem. 
						

							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 of call work codes that are saved 
in the CentreVu CMS database and the total number of call work codes currently in use 
are displayed.
5. Enter the call work codes you want agents to use, or use the drop-
down list or Browse button to select the call work codes.
6. Select Add from the Actions menu.
Successful is displayed in the status bar to indicate the call work code has been stored in 
the database.
NOTE:
Once you’ve established call work codes, you can use the historical 
call work code reports to track call activities of your call center. 
!CAUTION:
The agent must press the # sign after entering the call work code digits 
to successfully transmit call work code data to CentreVu CMS for 
tracking. 
						

							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 skill 
preference assigned. 
To change VDN skill preferences:
1. Access Call Center Administration from the Commands menu.
2. Select the ACD you want to change VDN skill preferences on, from 
the ACD drop-down list.
3. Choose Change VDN Skill Preferences from the Operations tab of 
the Call Center Administration window.
4.  Select OK. 
The Change VDN Skill Preferences window opens. 
5. Enter the VDNs for the skill preferences you want to change, or use 
the drop-down list or Browse button to select the VDNs.
6. Enter the first, second and third skill preferences you want to be 
assigned to the list of VDNs you just entered, or use the drop down 
list or Browse button to select the skills. 
Tip:
To find out which VDNs have a specified skill assigned as their first, 
second, or third skill preferences, do a List all three times, once for 
each skill preference.
You can view the skill preferences currently assigned to VDNs on the 
Vector Configuration report available in Call Center Administration.
7. Select Modify from the Actions menu. 
						

							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 before 
hanging up.
To define service levels:
1. Access Call Center Administration from the Commands menu.
2. Select the ACD you want to define service levels for, from the ACD 
drop-down list.
3. Choose Split/Skill Call Profile Setup or VDN Call Profile Setup from 
the Operations tab of the Call Center Administration window.
4.  Select OK. 
The Split/Skill Call Profile Setup or VDN Call Profile Setup window opens. 
5. Enter the split or skill numbers or names you want to define service 
levels and increments for, or use the drop-down list or Browse button 
to select the split or skill.
6. In the Acceptable service level field, enter the number of seconds 
that it is acceptable for an ACD call to wait before connecting to 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 increment represents a 
progressively longer wait time for the call and is used for both 
answered and abandoned calls.
8. Select Add from the Actions menu.
Successful is displayed in the status bar to indicate the call profile values have been 
stored in the database.
NOTE:
Once you’ve established a call profile, you can use the real-time and 
historical Split/Skill and VDN Call Profile reports to view the number 
of calls that are answered or abandoned within each of the increments 
you established. When the Percent Within Service Level field is 
calculated on those reports, it is important to remember that there are 
other types of calls included in the calculation, in addition to ACD 
calls answered and abandoned. 
!CAUTION:
Modifications made to existing call profiles will impact the data 
reported during those time periods on the Split/Skill and VDN Call 
Profile reports.  
						

							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.
2. Select the Reports tab from the Call Center Administration window.
3. Select the ACD you want to view trunk group members for, from the 
ACD drop-down list.
4. Choose Trunk Group Members from the Reports tab of the Call 
Center Administration window.
5.  Select OK.