Page 1 CentreVu Advocate Release 8 User Guide 585-210-927 Comcode 108502162 Issue 1 December 1999...
Page 2 X/Open Corporation. Microsoft, MS, MS-DOS, Access, Windows and Windows 95 are Lucent Technologies does not warrant that this product is immune from or registered trademarks of Microsoft Corp. will prevent unauthorized use of common-carrier telecommunication ser- All other product names mentioned herein are the trademarks of their vices or facilities accessed through or connected to it.
Page 3: Table Of Contents
CentreVu® Advocate Release 8 User Guide CentreVu ® Advocate Release 8 User Guide Table of Contents Preface ......Audience Overview Advocate Benefits...
Page 4 CentreVu® Advocate Release 8 User Guide Agent Selection Methods 1-10 Overview 1-10 Least Occupied Agent . 1-10 Agent Selection . 1-10 LOA and AUX Time . 1-10 Administration . 1-11 Result . 1-11 EAD-LOA . 1-11 UCD-LOA . 1-11 Most Idle Agent . 1-11 EAD-MIA .
Page 5 CentreVu® Advocate Release 8 User Guide Match Caller With Most Qualified Agent . 2-24 Build Stronger Relationships with Some Customers . 2-24 Improve Overall Call Center Efficiency. 2-25 Help Schedule Agents with Multiple Skills 2-25 Treat All Agents the Same . 2-25 Treat Some Agents Differently 2-25...
Page 6 CentreVu® Advocate Release 8 User Guide Report Example . 3-17 Report Description . 3-18 VDN Report . 3-19 Historical Agent Summary and Agent Group Summary Reports . 3-19 Things to Note . 3-20 Call Center Solution: Handle Any Media ....Overview .
Page 7 CentreVu® Advocate Release 8 User Guide VDN Report . 4-24 Agent Occupancy . 4-24 Things to Note . 4-25 Call Center Solution: Minimize Abandoned Calls... . . Overview . ® CentreVu Advocate Features Customer Example .
Page 8 CentreVu® Advocate Release 8 User Guide viii Things to Note . 5-19 Call Center Solution: Automate Agent Moves ....Overview . ® CentreVu Advocate Feature . Customer Example . Implementation .
Page 9 CentreVu® Advocate Release 8 User Guide Things to Note . 6-30 Call Center Solution: Make Average Speed of Answer More Uniform ..Overview . CentreVu Advocate Features . Customer Example . Implementation . Option A: Agent Selection Option B: Agent Selection Call Selection Switch Administration .
Page 10 CentreVu® Advocate Release 8 User Guide Call Selection Switch Administration . Customer Options . Features . Hunt Group . CentreVu Supervisor Administration . Change Agent Skills Dialog Box Options Split/Skill Call Profile Setup Dialog Box . Field Descriptions . Verifying the Solution Through Reports. Reports .
Page 11 CentreVu® Advocate Release 8 User Guide Reports . Additional Information Database Items and Calculations . Real-Time Graphical Allocated Agents Report . CentreVu Things to Know for Advocate . Input Fields . Report Example . Report Description . Historical Graphical Average Positions Staffed Report . 9-11 Things to Know for CentreVu...
Page 12 CentreVu® Advocate Release 8 User Guide ® ® Administer CentreVu Advocate on DEFINITY ECS ... 11-1 Introduction . 11-1 System Requirements . 11-1 Administering Agent Selection. 11-2 Agent Selection Methods . 11-2 Before You Start .
Page 13 CentreVu® Advocate Release 8 User Guide xiii Most Idle Agent (MIA) . . 11-29 Move Agent While Staffed . . 11-29 Multiple Call Handling (MCH) . . 11-30 Interaction with Percent Allocation . 11-30 Multiple Priority Queuing . . 11-30 Multiple Skill Queuing .
Page 14 CentreVu® Advocate Release 8 User Guide Call-Based Data . 13-4 Interval-Based Data 13-4 New Tracking Items with CentreVu Advocate 13-4 Calculations 13-5 Sample Dictionary Calculations Table 13-6 Database Terminology . 13-6 Database Table Names . 13-7 Introduction 13-7 Real-Time Table Names . 13-7 Historical Database Tables 13-7...
Page 15: Preface
CentreVu® Advocate Release 8 User Guide Preface Audience The CentreVu Advocate Release 8 User Guide document is written for call center administrators and users who need a general understanding of CentreVu Advocate and how this feature can impact both call and agent selection while providing a powerful tool for meeting business needs.
Page 16: Organization And Use Of This Document
Preface CentreVu® Advocate Release 8 User Guide Organization and Use of This Document Organization and Use of This Document Organization of The following list describes the contents of each chapter and appendix in this document: Document Preface Preface: includes information on document standards, a brief introduction to the document, and a description of each chapter in the document.
Page 17 Preface CentreVu® Advocate Release 8 User Guide Organization and Use of This Document Chapter 5 Minimize Abandoned Calls: this call center business need is described, including controlling maximum wait time, along with the CMS and CentreVu Supervisor administration necessary for implementation, the reports and report elements used to verify the solution, and things to keep in mind when implementing the solution.
Page 18 Preface CentreVu® Advocate Release 8 User Guide Organization and Use of This Document ® ® Chapter 12 Administer CentreVu Advocate With CentreVu Supervisor: includes information about administering CentreVu Advocate for agents and skills through CentreVu Supervisor. ® Chapter 13 CentreVu Advocate Database Items and Calculations: includes information on the database items and calculations that have been added and/or modified to support CentreVu Advocate, along with general information regarding the...
Page 19: Conventions Used In This Document
Preface CentreVu® Advocate Release 8 User Guide Conventions Used in This Document Conventions Used in This Document The following conventions are used throughout this document: Related document Include the document number (if a Lucent callouts Technologies publication) and the book title in italic.
Page 20: Related Documents
Preface CentreVu® Advocate Release 8 User Guide Related Documents Related Documents The following documents can help you use the CentreVu CMS software to its maximum capability. Those most closely related to this document are the Administration and Reports documents. All CentreVu Advocate information is included in this document.
Page 21: Introduction: Centrevu Advocate
® Introduction: CentreVu Advocate CentreVu® Advocate Release 8 User Guide Overview ® 1 Introduction: CentreVu Advocate Overview ® CentreVu Advocate is a set of breakthrough capabilities that provides new methods and added flexibility for selecting an agent for an incoming call, or an incoming call for an agent.
Page 22: Call Selection Methods
® Introduction: CentreVu Advocate CentreVu® Advocate Release 8 User Guide Call Selection Methods Call Selection Methods Overview There are several call selection options available for call centers using CentreVu Advocate. Several of these selection options are already on your system. The call selection options include: Call Handling Preferences: —...
Page 23: Greatest Need
® Introduction: CentreVu Advocate CentreVu® Advocate Release 8 User Guide Call Selection Methods If no skills are in an overload state, then calls will be selected based on the call handling preference administered to an agent: 1. Greatest Need: Greatest Need will select a skill for an agent based on the call at the highest priority whose wait time (PWT or CWT) for a skill is the longest (the call with the “greatest need”).
Page 24: Percent Allocation
® Introduction: CentreVu Advocate CentreVu® Advocate Release 8 User Guide Call Selection Methods Percent Percent Allocation is a third call handling preference option, in addition to Greatest Need and Skill Level. Percent Allocation allows you to assign a Allocation percentage of an agent’s time to each of their assigned skills to total 100% of their staffed time.
Page 25: Call Selection Method
® Introduction: CentreVu Advocate CentreVu® Advocate Release 8 User Guide Call Selection Methods NOTE: If all skills have the same acceptable service level, this feature will have no impact on the call center. Call Selection For each skill level assigned to an agent, the DEFINITY ECS will compare the wait time, current or predicted, of the call at the head of the Method queue to the skill’s administered acceptable service level.
Page 26: Predicted Wait Time
® Introduction: CentreVu Advocate CentreVu® Advocate Release 8 User Guide Call Selection Methods Predicted Wait Predicted Wait Time is a call selection measurement that uses the time a call is predicted to wait in queue instead of the time the call has already Time waited.
Page 27: Thresholds
® Introduction: CentreVu Advocate CentreVu® Advocate Release 8 User Guide Call Selection Methods Thresholds Service Level Supervisor allows you to administer two thresholds, based on the administered EWT, for each skill. When a particular skill’s EWT exceeds the first threshold, the skill goes into the Overload 1 state. When the skill exceeds the second threshold, the skill goes into the Overload 2 state.
Page 28: Call Selection Override
® Introduction: CentreVu Advocate CentreVu® Advocate Release 8 User Guide Call Selection Methods backup, roving, allocated, and reserve agents. All agents who become available ignore their normal tasks and help the skill that is in trouble. As soon as a skill goes over threshold, all agents who have this skill are automatically reprioritized until the skill returns to normal.
Page 29: Result
® Introduction: CentreVu Advocate CentreVu® Advocate Release 8 User Guide Call Selection Methods Calls in Standard and If you want to guarantee that a standard skill is handled before a reserve skill, use Skill Level call handling preference and have no standard skills Reserve Skills assigned as level 16.
Page 30: Agent Selection Methods
® Introduction: CentreVu Advocate CentreVu® Advocate Release 8 User Guide 1-10 Agent Selection Methods Agent Selection Methods Overview There are several agent selection methods available for call centers using CentreVu Advocate. Several of these selection methods are already on your system. The agent selection methods include: Expert Agent Distribution-Least Occupied Agent (EAD-LOA) (new for CentreVu Advocate) Uniform Call Distribution-Least Occupied Agent (UCD-LOA)
Page 31: Administration
® Introduction: CentreVu Advocate CentreVu® Advocate Release 8 User Guide 1-11 Agent Selection Methods The Extension Call is: LOA: in ACW If “ACW Considered Idle?” is Y on the DEFINITY System Parameters form, LOA tracks as idle time If “ACW Considered Idle?” is N on the DEFINITY System Parameters form, LOA tracks this as work time...
Page 32: Administration
® Introduction: CentreVu Advocate CentreVu® Advocate Release 8 User Guide 1-12 Agent Selection Methods are no agents with higher skill levels available. MIA maintains a queue of idle agents and distributes a call to the agent who has waited the longest since the last ACD call and is not “busy.”...
Page 33: Custom Centrevu Advocate Solutions
® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide Overview ® 2 Custom CentreVu Advocate Solutions Overview This chapter gives guidelines on administering solutions to work together in the call center environment. This chapter includes the following topics: Understanding Call and Agent Selection Planning Your Call Center—...
Page 34: Call And Agent Selection
® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide Call and Agent Selection Call and Agent Selection Introduction You need to understand the concepts of call and agent selection before administering custom CentreVu Advocate solutions for your call center. This section describes how calls and agents are selected using EAS.
Page 35: Predicted Wait Time
® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide Call and Agent Selection these criteria is selected for an agent. Service Objective is used when different acceptable service levels are set for different types of incoming calls, based on skill. For example, if a skill’s top priority call has a predicted wait time of 30 seconds and an administered threshold of 20 seconds, that skill is at 150 percent of its threshold.
Page 36: Loa And Aux Time
® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide Call and Agent Selection based on the total time an agent has with one or more Automatic Call Distribution (ACD) calls ringing, active, or on hold for any of an agent’s assigned skills, and optionally, the total ACW time for any of an agent’s assigned skills divided by the total time staffed in any assigned skill.
Page 37: Considerations
® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide Call and Agent Selection Agent Goes EAD-MIA— UCD-MIA— EAD-LOA— UCD-LOA— Available, and No Calls No Calls No Calls No Calls Call Handling Calls Waiting Waiting Waiting Waiting Waiting Preference is: Skill Level Take the highest Put the agent...
Page 38: Direct Agent Calls
® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide Call and Agent Selection No (N), which allows the agent who is active on a call for one skill to move up the idle agent list for all other skills. Yes (Y) is always recommended with CentreVu Advocate, as the agent who has been idle since the last call in any skill will be selected, which tends to eliminate “hot seat”...
Page 39: Service Level Supervisor
® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide Call and Agent Selection skill. The agent will handle calls for other skills only if there are no calls queued for the agent’s top skill. The agent is considered a “top agent” for a skill if the agent has a skill level of “1”...
Page 40: Reserve Agent Activation
® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide Call and Agent Selection If you want to impact the percent within service level, then set Threshold 1 approximately 5-10 seconds below the acceptable service level on a skill. Generally, the thresholds are set below the abandoned call profile for a skill, and this profile should be determined before thresholds are administered.
Page 41 ® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide Call and Agent Selection Call Selection Override With Call Selection Override off (set to N on the DEFINITY forms), agents keep their assigned call handling priorities in skill over threshold situations, and reserve agents are added to handle the skill after other skills.
Page 42 ® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-10 Call and Agent Selection agents in the smaller skill are now busy most of the time, the service level for the smaller skill drops. With the Call Selection Override option off, agents in the smaller skill can be assigned another skill as a reserve skill and they will only help the reserve skill when that skill is in trouble and there are no calls waiting in queue for the smaller skill.
Page 43 ® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-11 Call and Agent Selection When call selection override is off, thresholds should be set based on the following considerations: First threshold (consider all of the following): — From an agent perspective , the first threshold is set at the point in time that you want reserve1 agents to serve this skill if they are sitting idle.
Page 44 ® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-12 Call and Agent Selection Skills Under Call Selection Call Selection Agent Type (by CHP) Threshold and Agent Override OFF, Agent Override ON, Agent (L = assigned level) goes Available Goes Available Goes Available Skill Level Agent:...
Page 45: Planning Your Call Center-Centrevu Advocate With Eas
® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-13 Planning Your Call Center—CentreVu Advocate with EAS Planning Your Call Center— CentreVu Advocate with EAS Introduction This section presents the decisions that must be made at each level of call center administration before implementing customized CentreVu Advocate solutions.
Page 46: Separate Organizations
® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-14 Planning Your Call Center—CentreVu Advocate with EAS Separate In a call center environment in which different organizations or departments of agents do not share work load, each organization or Organizations department can choose and implement different solutions to achieve different objectives except for a few system-wide parameters.
Page 47: System Level Decisions Table
® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-15 Planning Your Call Center—CentreVu Advocate with EAS System Level System-level decisions for call and agent selection need to be made for the entire call center. These decisions are used when administering Decisions Table agents that do not share organizations.
Page 48 ® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-16 Planning Your Call Center—CentreVu Advocate with EAS Expected Works Not Used Where Option Choice Result Works With Against With Decided After Call Y=agent on If a long MIA/LOA, System Work (ACW) MIA list when...
Page 49: Organization Level Decisions
® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-17 Planning Your Call Center—CentreVu Advocate with EAS Organization The following organization-level decisions need to be made on the Agent Login ID form and the Hunt Group Type form. It is recommended that Level Decisions these be set the same for all skills and agents within an organization: Call Handling Preference (CHP): The agent call handling...
Page 50 ® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-18 Planning Your Call Center—CentreVu Advocate with EAS Expected Works Not Used Where Option Choice Result Works With Against With Decided Call Handling Greatest Calls are UCD-MIA, EAD-MIA, Top Skill Agent Login Preference Need...
Page 51: Within An Organization
® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-19 Planning Your Call Center—CentreVu Advocate with EAS Expected Works Not Used Where Option Choice Result Works With Against With Decided Hunt Group UCD-MIA Greatest Skill Level, Top Skill Hunt Group Type Need...
Page 52: Skill Level Decisions
® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-20 Planning Your Call Center—CentreVu Advocate with EAS Skill Level When administering agents within an organization, decide if Service Level Supervisor? will be Y or N. If Yes (Y) is chosen, when a skill goes Decisions over an expected wait time threshold, additional reserve agent resources will be brought in to help the skill.
Page 53: Agent Level Decisions
® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-21 Planning Your Call Center—CentreVu Advocate with EAS Agent Level The following agent-level decisions must be made on the Agent Login ID form or through CentreVu Supervisor when administering individual Decisions agents within an organization: Skill Mix: Each agent may have up to 20 skills administered.
Page 54: Agent Level Decisions Table
® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-22 Planning Your Call Center—CentreVu Advocate with EAS Agent Level Agent-level decisions for call and agent selection need to be made for individual agents within an organization. The following table includes the Decisions Table decisions that should be made, the choices available, the expected results, the other call center solutions that the results will work with,...
Page 55: Call Center Example
® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-23 Planning Your Call Center—CentreVu Advocate with EAS Call Center In general, call selection and agent selection algorithms are paired to work together: An example is administering a call center to match the Example most qualified agent with the call that agent is best able to handle.
Page 56: Combining Centrevu Advocate Solutions To Meet Call Center Needs
® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-24 Combining CentreVu Advocate Solutions to Meet Call Center Needs Combining CentreVu Advocate Solutions to Meet Call Center Needs Overview Call center administrators may have many different objectives for matching callers with agents.
Page 57: Improve Overall Call Center Efficiency
® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-25 Combining CentreVu Advocate Solutions to Meet Call Center Needs Improve Overall To improve overall call center efficiency (call handling and agent occupancy), use UCD-LOA (best option) or EAD-LOA (better option) for Call Center agent selection to make the work load more uniform among agents.
Page 58: Improve Agent Fairness
® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-26 Combining CentreVu Advocate Solutions to Meet Call Center Needs Improve Agent For agent selection, use UCD-LOA (best option) or EAD-LOA (better option) to make the work load more uniform among agents (in particular, Fairness those agents with many skills relative to agents with fewer skills).
Page 59 ® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-27 Combining CentreVu Advocate Solutions to Meet Call Center Needs Solution Works With Works Against Comments When Agents Are Available UCD-MIA Service Level UCD-LOA UCD-MIA is only used Supervisor when agents are available EAD-MIA for a call.
Page 60 ® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-28 Combining CentreVu Advocate Solutions to Meet Call Center Needs Solution Works With Works Against Comments EAD-LOA Service Level UCD-MIA EAD-LOA will make agent Supervisor work load more uniform by EAD-MIA selecting the least occupied Service Objective...
Page 61 ® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-29 Combining CentreVu Advocate Solutions to Meet Call Center Needs Solution Works With Works Against Comments Percent Allocation UCD-LOA EAD-MIA Percent Allocation is a skill- (call handling based agent call handling Service Level Skill Level preference)
Page 62 ® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-30 Combining CentreVu Advocate Solutions to Meet Call Center Needs Solution Works With Works Against Comments Top Skill EAD-MIA Greatest Need Top skill is only used with Skill Level call handling EAD-LOA Percent preference to track agents...
Page 63: Getting The Most From Your Call Center
® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-31 Getting the Most from Your Call Center Getting the Most from Your Call Center For Best For optimal effectiveness and fairness in most situations, Lucent recommends that you use the following features and settings. Performance NOTE: These are general recommendations.
Page 64: Acw Considered Idle
In most call centers, ACW time is associated with a call and therefore is considered work time. If this is the case in your center, set ACW Idle? Considered Idle? to No (N). Service Objective Lucent Technologies recommends that Service Objective be used with Predicted Wait Time. and Predicted Wait Time Matching CentreVu Advocate features are extremely flexible, and they were designed to help you achieve the goals that are most important to you.
Page 65 ® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-33 Getting the Most from Your Call Center Consider the following: If your goal is: Call Selection methods Agent Selection methods Increasing Service Level Supervisor operating flexibility Service Level Supervisor (SLS) automatically manages agents during periods of peak load.
Page 66 ® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-34 Getting the Most from Your Call Center Consider the following: If your goal is: Call Selection methods Agent Selection methods Increasing Service Objective EAD-MIA or EAD-LOA customer Service Objective allows you to By selecting the most highly skilled satisfaction preferentially select calls for your...
Page 67 ® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-35 Getting the Most from Your Call Center Consider the following: If your goal is: Call Selection methods Agent Selection methods Controlling Average Speed of Answer (ASA) Lowering ASA for Percent Allocation UCD-LOA or EAD-LOA selected customers...
Page 68 ® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-36 Getting the Most from Your Call Center Consider the following: If your goal is: Call Selection methods Agent Selection methods Controlling Abandonments Minimizing Service Level Supervisor UCD-LOA or EAD-LOA abandonments by By automatically adding agents to Least Occupied Agent (LOA) lowers...
Page 69 ® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-37 Getting the Most from Your Call Center Consider the following: If your goal is: Call Selection methods Agent Selection methods Handling any media Service Objective If you are using your DEFINITY ECS with different levels of service to handle, faxes, e-mails, and video...
Page 70 ® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-38 Getting the Most from Your Call Center Consider the following: If your goal is: Call Selection methods Agent Selection methods Managing Agents Automatically move Service Level Supervisor agents to respond Service Level Supervisor (SLS) to changes in call automatically manages agents...
Page 71 ® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-39 Getting the Most from Your Call Center Consider the following: If your goal is: Call Selection methods Agent Selection methods Evenly distribute Percent Allocation UCD-LOA the workload among Percent Allocation allows you to Least Occupied Agent (LOA) all agents...
Page 72 ® Custom CentreVu Advocate Solutions CentreVu® Advocate Release 8 User Guide 2-40 Getting the Most from Your Call Center...
Page 73: Call Center Solution: Maximize Revenues
Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide Overview 3 Call Center Solution: Maximize Revenues Overview Maximizing revenue through efficient use of the call center is an important component of overall business strategy. One way to address this need is to reduce the average speed of answer and abandon rate for preferred call types by improving the service level for certain, high-revenue generating skills and by assigning agents to specific skills based on their ability to...
Page 74: Implementation
Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide Implementation Implementation Callers wanting items from the exclusive catalog are identified by the “800” number dialed using Dialed Number Identification Service (DNIS). These calls are directed to a special vector that queues to the “Exclusive” skill.
Page 75: Centrevu Supervisor Administration
Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide Implementation To determine the acceptable service level in general, review the abandon call profiles for each skill and target a service time that will minimize abandons. For example, set the acceptable service level at five seconds below the average time to abandon for a particular skill.
Page 76 Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide Implementation 8. Select Call Handling Preference: Greatest Need. 9. Select the Service Objective check box. 10. Select Add Skills. 11. Add the Exclusive, Top Ten, and Orders skills for the agent if appropriate.
Page 77: Split/Skill Call Profile Setup Dialog Box
Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide Implementation Split/Skill Call Use the Split/Skill Call Profile Setup dialog box, shown below, to specify an acceptable service level for calls to wait in queue before being Profile Setup answered and to define the service level increments for splits/skills.
Page 78 Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide Implementation Field Service level increments Enter a progressively greater number of seconds in each “to” field. (seconds): (Required entry) The seconds before and after each word “to” define an increment in seconds of wait time.
Page 79: Verifying The Solution Through Reports
Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide Verifying the Solution Through Reports Verifying the Solution Through Reports The average speed of answer for the Top Ten skill will be lower than the Orders skills. If the Exclusive skill has an appropriate amount of staff, it will also have a lower average speed of answer than the Orders skill.
Page 80: Database Items And Calculations
Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide Verifying the Solution Through Reports Database Items and New database items and calculations for CentreVu Advocate, along with modified, existing database items, are described in Chapter 13, Calculations ® “...
Page 81: Report Example
Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide Verifying the Solution Through Reports Report Example The following figure is an example of a Split/Skill Call Profile report. Report Description The following table describes the report fields that are most meaningful for the Maximizing Revenues implementation of CentreVu Advocate.
Page 82 Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide 3-10 Verifying the Solution Through Reports Database Item, Calculation or Report Heading Description <Calculation Name> ACD Calls This is the number of calls that were sent to the ACDCALLS1-10 split/skill that were answered by an agent within each increment.
Page 83: Real-Time Queue/Agent Status Report
Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide 3-11 Verifying the Solution Through Reports Database Item, Calculation or Report Heading Description <Calculation Name> % Ans Calls The percentage of calls queued to the split/skill 100*(ACDCALLS/ that were answered by an agent. Calls to the CALLSOFFERED) split/skill include abandoned calls and calls not <PERCENT_CALL_ANS>...
Page 84: Things To Know For Centrevu Advocate
Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide 3-12 Verifying the Solution Through Reports Things to Know for For CentreVu Advocate, enter the split or skill name or number that you want to view in this report in the input window. Any name(s) you want to CentreVu Advocate appear on the report must have been previously defined and entered in the Dictionary subsystem.
Page 85 Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide 3-13 Verifying the Solution Through Reports Database Item, Calculation, Report Heading Description or <Calculation Name> Calls Waiting The total number of split or skill ACD calls INQUEUE+INRING waiting to be answered for each split/skill in the report.
Page 86 Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide 3-14 Verifying the Solution Through Reports Database Item, Calculation, Report Heading Description or <Calculation Name> Aban Calls The number of calls that are abandoned by ABNCALLS the caller when calls are in queue or when calls are ringing for this split/skill.
Page 87: Historical Split/Skill Call Profile Report
Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide 3-15 Verifying the Solution Through Reports Historical The Split/Skill Call Profile report shows the number of calls answered and abandoned in time increments that you administer. This report also Split/Skill Call displays your acceptable service level.
Page 88: Report Example
Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide 3-16 Verifying the Solution Through Reports Report Example The following report is an example of a Split/Skill Call Profile report with the fields that are most meaningful for CentreVu Advocate shown in boxes.
Page 89: Historical Split/Skill Graphical Asa Report
Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide 3-17 Verifying the Solution Through Reports Database Item, Calculation, or Report Heading Description <Calculation Name> Avg Speed Ans The average time the split/skill ACD calls were ANSTIME/ACDCALLS waiting in queue and ringing before being <AVG_ANSWER_SPEED>...
Page 90: Report Description
Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide 3-18 Verifying the Solution Through Reports Report Description The following table describes the report fields for the time period covered by the report. For CentreVu Advocate, this report will show the average speed of answer for the skill in the report.
Page 91: Vdn Report
Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide 3-19 Verifying the Solution Through Reports VDN Report The Historical VDN Report has been modified for CentreVu Advocate to include the following fields: Database Item, Calculation, or Report Heading Description <Calculation Name>...
Page 92: Things To Note
Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide 3-20 Things to Note Things to Note The following list includes some things to be aware of when implementing the maximizing revenues solution: If the speed of answer for the Exclusive skill is too slow, additional agents should be trained for this specialty catalog.
Page 93: Call Center Solution: Handle Any Media
Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide Overview 4 Call Center Solution: Handle Any Media Overview Many call centers are moving to an any media environment. Calls can be received through conventional telephones, e-mail, faxes, and video calls. ®...
Page 94: Implementation
Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide Implementation Implementation Requests from each media come into vectors that queue the request to separate skills based on the media used by the caller. Agent Selection Uniform Call Distribution-Least Occupied Agent (UCD-LOA) is used to select agent for calls.
Page 95: Call Selection
Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide Implementation Call Selection Agents are assigned a call handling preference of Greatest Need or Skill Level with Service Objective. Use Service Objective to ensure that skills with higher volume and shorter acceptable service levels (voice calls, for example) do not negatively affect service for skills with longer acceptable service levels (the E-mail skill requests might have an acceptable service level of 2.5 hours).
Page 96: Centrevu Supervisor Administration
Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide Implementation NOTE: You may administer thresholds and acceptable service levels to a maximum value of 9999 seconds (about 2.77 hours). Administer these parameters for the Fax skill: Acceptable Service Level:7200 seconds (2 hours) Level 1 threshold (secs): 7920 seconds (2.2 hours).
Page 97: Assigning Reserve Agents
Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide Implementation 4. Select Change Agent Skills on the Operations tab. 5. Select OK. The Select Agent/Template dialog box will display. 6. Select an agent by entering the agent’s name in the text box, using the drop-down history list or using the history button.
Page 98: Options
Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide Implementation skill, in addition to their top skill and other skill(s) that may have skill levels of 2-16. Some agents are assigned only reserve skills. These agents do not take calls unless one of their skills are over threshold. To assign reserve agents to each of the four skills used in this solution, use the following steps on the Change Agent Skills form: 1.
Page 99: Split/Skill Call Profile Setup Dialog Box
Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide Implementation Split/Skill Call Use the Split/Skill Call Profile Setup dialog box, shown below, to specify an acceptable service level for calls to wait in queue before being Profile Setup answered and to define the service level increments for splits/skills.
Page 100 Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide Implementation Field Split(s)/Skill(s): Enter the split or skill number(s) or name(s) (must be previously assigned in the Dictionary subsystem) you are searching for or modifying. Acceptable service level: Enter the number of seconds that it is acceptable for an (Required entry) ACD call to wait before connecting to an agent.
Page 101: Verifying The Solution Through Reports
Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide Verifying the Solution Through Reports Verifying the Solution Through Reports The key to verifying this solution is to note that all calls maintain their priority within the skill to be answered over time. An e-mail request that has been waiting for 2.5 hours is as important as a voice call that has waited 60 seconds.
Page 102: Real-Time Graphical Skill Overload Report
Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide 4-10 Verifying the Solution Through Reports ® Real-Time This report is only available for customers who have DEFINITY ECS R6 or later switches with Expert Agent Selection (EAS) and have purchased Graphical Skill CentreVu Advocate.
Page 103: Input Fields
Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide 4-11 Verifying the Solution Through Reports The database items used for the Graphical Skill Overload Report are stored in the csplit table. ® The chart type can be changed. See the CentreVu Supervisor Version 8 Reports document (585-210-929) for more information.
Page 104: Report Example
Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide 4-12 Verifying the Solution Through Reports Report Example The following report is an example of a Graphical Skill Overload report. Report Description The following table describes the report fields. Database Item/ Calculation, Report Heading Description...
Page 105: Real-Time Graphical Staffing Profile Report
Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide 4-13 Verifying the Solution Through Reports Real-Time This report is available only for customers who have DEFINITY ECS R6 or later switches with EAS and have purchased CentreVu Advocate. It Graphical shows how many of what type of agents are staffing a specified skill as Staffing Profile...
Page 106: Input Fields
Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide 4-14 Verifying the Solution Through Reports Input Fields The following table describes the input fields on the real-time Graphical Staffing Profile report input windows. You must fill in the window to run the report.
Page 107: Report Example
Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide 4-15 Verifying the Solution Through Reports Report Example The following report is an example of a Graphical Staffing Profile report. Report Description The following table describes the report fields. Database Item/ Calculation, Report Heading Description...
Page 108 Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide 4-16 Verifying the Solution Through Reports Database Item/ Calculation, Report Heading Description Table Name Top Agents The number of top agents logged into the skill TINAUX (AUX) who are in the AUX work mode. This includes agents on AUXIN/AUXOUT calls.
Page 109 Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide 4-17 Verifying the Solution Through Reports Database Item/ Calculation, Report Heading Description Table Name Top Agents The number of top agents logged into the skill, (TONACD + TINACW + (Active) who are on inbound and outbound ACD calls, TAGINRING)
Page 110: Historical Graphical Skill Overload Report
Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide 4-18 Verifying the Solution Through Reports Database Item/ Calculation, Report Heading Description Table Name Reserve2 The number of reserve2 agents on ACD calls, (R2ONACD + R2INACW + Agents (Active) plus the number of reserve2 agents in ACW, R2AGINRING) plus the number of reserve2 agents with this...
Page 111 Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide 4-19 Verifying the Solution Through Reports Item Description Skill: Enter the name or number of the skill you want included in the report. You can enter a name only if it has been previously defined in the Dictionary subsystem.
Page 112: Report Example
Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide 4-20 Verifying the Solution Through Reports Report Example The following report is an example of a Graphical Skill Overload report. Report Description The following table describes the report fields for the time period covered by the report.
Page 113: Integrated Graphical Skill Overload Report
Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide 4-21 Verifying the Solution Through Reports Integrated This report shows the amount of time each specified skill has spent in normal versus overload conditions from the report start time until the Graphical Skill report generation time since a specified start time in the last 24 hours.
Page 114: Report Example
Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide 4-22 Verifying the Solution Through Reports Field Description Enable Report Thresholds Check this box to turn on the thresholds for the report. Run Minimized Check this box to minimize the report. Report Example This report is an example of a Graphical Skill Overload report.
Page 115: Modified Reports
Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide 4-23 Verifying the Solution Through Reports Modified Reports The following existing reports have been modified to display Skill State in relation to administered skill thresholds, and can be used to verify the Any Media Solution: Real-Time: Multi-ACD Report...
Page 116: Vdn Report
Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide 4-24 Verifying the Solution Through Reports VDN Report The Historical VDN Report has been modified for CentreVu Advocate to include the following fields: Database Item, Calculation, or Report Heading Description <Calculation Name>...
Page 117: Things To Note
Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide 4-25 Things to Note Things to Note The following items must be noted when implementing this solution: Agents must be adequately trained on all media associated with their assigned skills. Enough agents must be video equipped to meet the objectives for that skill.
Page 118 Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide 4-26 Things to Note...
Page 119: Call Center Solution: Minimize Abandoned Calls
Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide Overview 5 Call Center Solution: Minimize Abandoned Calls Overview A concern for many call centers is controlling abandoned calls. Many call center customers abandon before reaching an agent because the callers believe they have waited too long in queue.
Page 120: Implementation
Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide Implementation Implementation Agent selection for this solution is based on a combination of agent expertise and availability, while calls are selected for these agents based on their predicted wait time in queue and/or call load per skill. Agent Selection The selection method assigned to the skill is Uniform Call Distribution- Least Occupied Agent (UCD-LOA).
Page 121: Switch Administration
Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide Implementation Switch Several items must be administered on the switch administration forms for this business solution to work. See Chapter 11, “Administer Administration ® ® CentreVu Advocate on DEFINITY ECS”...
Page 122: Centrevu Supervisor Administration
Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide Implementation CentreVu Agents need to have their call handling preferences set to Greatest Need with Service Objective, and then need to be assigned to the skills Supervisor Classical, Special Events, and Popular Artists based on their expertise. Administration New Agents must have this administered on the DEFINITY ECS forms ®...
Page 123: Options
Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide Implementation 8. Select Call Handling Preference: Greatest Need. 9. Select the Service Objective check box. 10. Select Add Skills. The Add Agent Skills dialog box will display. 11. Add the Classical, Special Events, and Popular Artists skills for the agent based on the agent’s expertise.
Page 124: Split/Skill Call Profile Setup Dialog Box
Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide Implementation 2. Select the agent template in the Select Agent/Template dialog box. The Change Agent Skills dialog box will display with the skill profiles for that template displayed. 3.
Page 125 Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide Implementation Field Split(s)/Skill(s): Enter the split or skill number(s) or name(s) (must be previously assigned in the Dictionary subsystem) you are searching for or modifying. Acceptable service level: Enter the number of seconds that it is acceptable for an ACD (Required entry) call to wait before connecting to an agent.
Page 126: Verifying The Solution Through Reports
Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide Verifying the Solution Through Reports Verifying the Solution Through Reports The average speed of answer for the Classical skill will decrease relative to the administered ASA for that skill before CentreVu Advocate was used.
Page 127: Real-Time Split/Skill Call Profile Report
Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide Verifying the Solution Through Reports Real-Time This report shows the wait times of incoming calls that are answered and abandoned in a split or skill during the current interval. Calls are Split/Skill Call displayed in ten columns, with each column representing a progressively Profile Report...
Page 128: Report Description
Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide 5-10 Verifying the Solution Through Reports Report Description This report will show, for CentreVu Advocate, the number of calls that were answered for the selected split/skill within the predefined service level, the number of calls that abandoned, and the average speed of answer for each call in queue.
Page 129: Real-Time Queue/Agent Status Report
Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide 5-11 Verifying the Solution Through Reports Database Item, Calculation or Report Heading Description <Calculation Name> Avg Speed Ans The average time calls waited in queue and ANSTIME/ACDCALLS ringing before an agent answered. This does not <AVG_ANSWER_SPEED>...
Page 130: Report Description
Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide 5-12 Verifying the Solution Through Reports Report Description For CentreVu Advocate, this report will show the current state of the skill in comparison to the administered thresholds (that is, if the skill is in an overload 1 or overload 2 state), the number of abandoned calls, and the number of both agents staffed for the skill and agents available to take a call.
Page 131 Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide 5-13 Verifying the Solution Through Reports Database Item, Calculation, Report Heading Description or <Calculation Name> Aban Calls The number of calls that are abandoned by ABNCALLS the caller when calls are in queue or when calls are ringing for this split/skill.
Page 132: Historical Split/Skill Call Profile Report
Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide 5-14 Verifying the Solution Through Reports Historical The Split/Skill Call Profile report shows the number of calls answered and abandoned in time increments that you administer. This report also Split/Skill Call displays your acceptable service level.
Page 133: Report Description
Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide 5-15 Verifying the Solution Through Reports Report Description For CentreVu Advocate, this report shows the percent of calls that were both inside and outside the administered service level for the skill, the number of calls that were answered and abandoned with the time to abandon.
Page 134: Historical Split/Skill Graphical Asa Report
Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide 5-16 Verifying the Solution Through Reports Database Item, Calculation, or Report Heading Description <Calculation Name> Aban Calls The number of ACD calls to the split/skill that ABNCALLS disconnected while either waiting in queue (if this was the first split/skill the call was queued to), or while ringing.
Page 135: Report Description
Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide 5-17 Verifying the Solution Through Reports Report Description The following table describes the report fields for the time period covered by the report. For CentreVu Advocate, this report will show the average speed of answer for the skill in the report.
Page 136: Busy/Abandon/Disconnect Comparison Report
Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide 5-18 Verifying the Solution Through Reports Historical VDN The VDN Graphical Busy/Abandon/Disconnect Comparison report shows the percent of busy, abandon, and disconnect for summarized VDNs in Graphical ® one ACD for each day.
Page 137: Modified Report
Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide 5-19 Things to Note VDN Graphical Busy/Abandon/Disconnect Comparison report are stored in the dvdn (daily) tables. Database Item, Calculation Report Heading Description or <Calculation Name> The name of the ACD selected for the report. The name or number of the VDN you are currently viewing.
Page 138 Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide 5-20 Things to Note...
Page 139: Call Center Solution: Automate Agent Moves
Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide Overview 6 Call Center Solution: Automate Agent Moves Overview A call center may need more agents per high-activity skill only at certain peak times of the day. Rather than manually notifying and activating agents for a skill during these times of peak activity, many call centers want to activate these agents on the skill or move agents to the skill automatically.
Page 140: Implementation
Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide Implementation Implementation Platinum card holders are identified by the “800” number dialed using Direct Number Identification Service (DNIS). These calls are directed to a special vector that queues to the Platinum skill. Agent Selection Any agent selection method may be used to implement this solution.
Page 141: Switch Administration
Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide Implementation Switch Several items must be administered on the switch administration forms for this business solution to work. See Chapter 11, “Administer Administration ® ® CentreVu Advocate on DEFINITY ECS”...
Page 142: Centrevu Supervisor Administration
Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide Implementation CentreVu Agents need to have their call handling preferences administered, and need to be assigned to the skills Platinum, Gold, and Regular based on Supervisor their expertise. New Agent Login IDs must be administered on the Administration DEFINITY Enterprise Communications Server (ECS) Hunt Group form, ®...
Page 143 Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide Implementation 8. Select the Call Handling Preference: field if desired and administer a chosen call handling preference for the agent. 9. Select the Service Objective check box. 10. Select Add Skills. 11.
Page 144: Options
Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide Implementation 12. Select OK on the Add Skills dialog box and select OK on the Change Agent Skills dialog box to accept the assignment. Options If you have several agents that need to have the same assigned skills and skill levels, use the Agent Template options on the Change Agent Skills form to use the information for another agent.
Page 145: Field Descriptions
Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide Implementation Field Descriptions Use the following table for existing split/skill Acceptable Service Level administration. New splits/skills must be initially administered on the Hunt Group form. NOTE: If the information on the Split/Skill Call Profile Setup Dialog Box is changed through CentreVu Supervisor, it must also be changed on the ®...
Page 146: Verifying The Solution Through Reports
Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide Verifying the Solution Through Reports Verifying the Solution Through Reports In order to verify that this solution is working as implemented, you will need to verify that reserve 1, reserve 2, and flex agents are being activated on the skill as needed.
Page 147: Modified Reports
Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide Verifying the Solution Through Reports Modified Reports Several existing CentreVu Supervisor reports have been modified to support the CentreVu Advocate feature. Those reports are listed in "Modified Reports" section in this chapter, along with the report fields that will demonstrate the results of automatically moving agents.
Page 148: Input Fields
Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide 6-10 Verifying the Solution Through Reports — The lower right quadrant chart shows Reserve2 agents staffed, active, in AUX, and in Other for the specified skill. — The lower left quadrant chart shows Reserve1 agents staffed, active, in AUX, and in Other for the specified skill.
Page 149: Report Example
Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide 6-11 Verifying the Solution Through Reports Report Example The following report is an example of a Graphical Staffing Profile report. Report Description The following table describes the report fields. Database Item/ Report Heading Description...
Page 150 Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide 6-12 Verifying the Solution Through Reports Database Item/ Report Heading Description Calculation, Table Name Top Agents The number of top agents logged into the skill who TINAUX (AUX) are in the AUX work mode.
Page 151 Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide 6-13 Verifying the Solution Through Reports Database Item/ Report Heading Description Calculation, Table Name Flex Agents The number of flex agents in the OTHER state. FOTHER (Other) Requires DEFINITY ECS R6 or later with CentreVu Advocate.
Page 152: Real-Time Graphical Active Agents Report
Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide 6-14 Verifying the Solution Through Reports Real-Time This report, which is available only for customers who have DEFINITY ECS R6 or later switches with EAS and have purchased CentreVu Graphical Active Advocate, displays how many agents of different types are active for a Agents Report...
Page 153: Input Fields
Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide 6-15 Verifying the Solution Through Reports Input Fields The following table describes the input fields on the real-time Graphical Active Agents report input window. You must fill in the report input window to run the report.
Page 154: Report Example
Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide 6-16 Verifying the Solution Through Reports Report Example The following report is an example of a Graphical Active Agents report. Report Description The following table describes the report fields. Database Item/ Calculation, Report Heading Description...
Page 155 Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide 6-17 Verifying the Solution Through Reports Database Item/ Calculation, Report Heading Description Table Name Skill State The current state of the skill, compared to the syn(SKSTATE) administered thresholds. Requires DEFINITY ECS R6 or later with CentreVu Advocate.
Page 156 Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide 6-18 Verifying the Solution Through Reports Database Item/ Calculation, Report Heading Description Table Name Top Agents The number of top agents that are doing other TOTHER Active chart— work.
Page 157: Reserve1 Aux Agents Report
Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide 6-19 Verifying the Solution Through Reports Database Item/ Calculation, Report Heading Description Table Name Agents Active The number of reserve2 agents on ACD calls, R2ONACD + R2INACW + chart—...
Page 158: Report Example
Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide 6-20 Verifying the Solution Through Reports Report Example The following report is an example of a Reserve1 AUX Agents report. Report Description This table describes the report fields for the report. Database Item/ Calculation, Report Heading Description...
Page 159 Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide 6-21 Verifying the Solution Through Reports Database Item/ Calculation, Report Heading Description Table Name Active Use WORKSKILL for the following call syn(WORKSKILL) Split/Skill conditions: When an agent is on a skill or direct agent ACD call or in ACW (this is the skill associated with the call or ACW).
Page 160: Reserve2 Aux Agents Report
Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide 6-22 Verifying the Solution Through Reports Database Item/ Calculation, Report Heading Description Table Name Time The elapsed time since the last agent AGTIME WORKMODE change for any split/skill. This item is not reset if the DIRECTION changes, but WORKMODE remains the same.
Page 161: Report Example
Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide 6-23 Verifying the Solution Through Reports Report Example The following report is an example of a Reserve2 AUX Agents report. Report Description This table describes the report fields. Database Item/ Calculation, Report Heading Description...
Page 162 Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide 6-24 Verifying the Solution Through Reports Database Item/ Calculation, Report Heading Description Table Name Active Use WORKSKILL for the following call syn(WORKSKILL) Split/Skill conditions: When an agent is on a skill or direct agent ACD call or in ACW (this is the skill associated with the call or ACW).
Page 163: Modified Reports
Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide 6-25 Verifying the Solution Through Reports Database Item/ Calculation, Report Heading Description Table Name Time The elapsed time since the last agent AGTIME WORKMODE change for any skill. This item is not reset if the DIRECTION changes, but WORKMODE remains the same.
Page 164: Real-Time Queue/Top Agent Status Report
Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide 6-26 Verifying the Solution Through Reports Real-Time The following table describes the modified report fields that will demonstrate the results of this solution: Queue/Top Agent Status Report Database Item, Calculation, Report Heading Description or <Calculation Name>...
Page 165: Real-Time Graphical Top Skill Status Report
Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide 6-27 Verifying the Solution Through Reports Real-Time The following table describes the modified report fields that will demonstrate the results of this solution: Graphical Top Skill Status Report Database Item, Calculation, Report Heading Description...
Page 166: Drill-Down Top Agent Work State Report
Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide 6-28 Verifying the Solution Through Reports Database Item, Calculation, Report Heading Description or <Calculation Name> Reserve1 Number of agents staffing this skill as R1STAFFED Agents Staffed reserve1. Requires ECS R6 or later with CentreVu Advocate.
Page 167: Drill-Down Work State Report
Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide 6-29 Verifying the Solution Through Reports Drill-Down Work The following table describes the fields of the report that will demonstrate the results of this solution: State Report Database Item/ Calculation, Report Heading Description Table Name...
Page 168: Things To Note
Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide 6-30 Things to Note Things to Note The following list includes some things to be aware of when implementing the automate moving agents solution: You will need to determine which agents have the highest customer service abilities before assigning skills.
Page 169: Call Center Solution: Make Average Speed Of Answer More Uniform
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Average Speed of Answer More Uniform Overview 7 Call Center Solution: Make Average Speed of Answer More Uniform Overview One of the most common call center needs is making the average speed of ®...
Page 170: Implementation
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Average Speed of Answer More Uniform Implementation Implementation To improve the ASA for a skill, the pool of nurse-agents assigned to the skill must be increased in some way. Initially, cross-training nurses to handle calls from many skills will increase the size of the agent pools without having to hire more nurses, which would drive costs up.
Page 171: Switch Administration
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Average Speed of Answer More Uniform Implementation Switch Several items must be administered on the switch administration forms for this business solution to work. See Chapter 11, “Administer CentreVu Administration ®...
Page 172: Options
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Average Speed of Answer More Uniform Implementation 4. Select Change Agent Skills on the Operations tab. 5. Select OK. The Select Agent/Template dialog box will display. 6. Select an agent by entering the agent’s name in the text box, using the drop-down history list or using the history button.
Page 173 CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Average Speed of Answer More Uniform Implementation 2. Select the agent template in the Select Agent/Template dialog box. The Change Agent Skills dialog box will display with the skill profiles for that template displayed.
Page 174: Verifying The Solution Through Reports
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Average Speed of Answer More Uniform Verifying the Solution Through Reports Verifying the Solution Through Reports If you are using Option A to administer this call center solution, you can verify its effectiveness by comparing the ASA before and after implementing the solution.
Page 175: Additional Information
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Average Speed of Answer More Uniform Verifying the Solution Through Reports ® Additional These reports are fully documented in the CentreVu Supervisor Version 8 Reports document (585-210-929). They are summarized as they relate Information to CentreVu Advocate in this chapter.
Page 176: Report Example
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Average Speed of Answer More Uniform Verifying the Solution Through Reports Report Example The following report is an example of the Split/Skill report. Fields that are useful from CentreVu Advocate are shown in boxes. Report Description The following table describes the report fields that are most meaningful for CentreVu Advocate.
Page 177: Historical Split/Skill Graphical Asa Report
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Average Speed of Answer More Uniform Verifying the Solution Through Reports Database Item, Calculation Report Heading Description or <Calculation Name> Oldest Call The length of time (in seconds) the oldest ACD OLDESTCALL Waiting call has waited in queue or ringing (at an agent...
Page 178: Report Example
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Average Speed of Answer More Uniform 7-10 Verifying the Solution Through Reports Report Example The following report is an example of a Split/Skill Graphical ASA report with the fields that are most meaningful for CentreVu Advocate in boxes. Report Description The following table describes the report fields for the time period covered by the report.
Page 179: Historical Split/Skill Graphical Asa Daily Report
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Average Speed of Answer More Uniform 7-11 Verifying the Solution Through Reports Historical The Split/Skill Graphical ASA Daily report shows the average speed of ® answer for one or more splits/skills for each day. See the CentreVu Split/Skill Supervisor Version 8 Reports document (585-210-929) for information on Graphical ASA...
Page 180: Report Description
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Average Speed of Answer More Uniform 7-12 Verifying the Solution Through Reports Report Description The following table describes the report fields. For CentreVu Advocate, this report will show the average speed of answer in seconds for the skills in the report.
Page 181: Report Example
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Average Speed of Answer More Uniform 7-13 Verifying the Solution Through Reports Report Example The following report is an example of a System Graphical Maximum Delay report. Report Description The following table describes the report fields. For CentreVu Advocate, this report will show the maximum delay for the skill across ACDs.
Page 182: Modified Reports
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Average Speed of Answer More Uniform 7-14 Verifying the Solution Through Reports Modified Reports The Integrated Graphical Split/Skill View Report has been modified for CentreVu Advocate to include the following fields: Database Item, Calculation, Report Heading Description...
Page 183: Things To Note
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Average Speed of Answer More Uniform 7-15 Things to Note Things to Note The following list includes some things to be aware of when making average speed of answer more uniform: If agent pools are small, Option B may emulate a hot-seat distribution.
Page 184 CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Average Speed of Answer More Uniform 7-16 Things to Note...
Page 185: Call Center Solution: Better Serve Selected Callers
Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide Overview 8 Call Center Solution: Better Serve Selected Callers Overview In addition to maximizing revenues and automatically reassigning agents to certain skills during peak call periods, a call center may also want certain callers to experience better service.
Page 186: Implementation
Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide Implementation Implementation Callers wanting items from the exclusive catalog are identified by the “800” number dialed using Direct Number Identification Service (DNIS). These calls are directed to a special vector that queues to the Exclusive skill.
Page 187: Features
Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide Implementation Features On the System parameters Features form, set the following fields: Call Selection Measurement: set to predicted-wait- time. Hunt Group On the Hunt Group form, set the following parameters: Enter the skill number on the command line.
Page 188: Options
Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide Implementation 8. Select Call Handling Preference: Skill Level. The Assigned Skills grid will display. 9. Select Add Skills. 10. Add the Exclusive, Top Ten, and Orders skills for the agent based on the agent’s expertise.
Page 189: Split/Skill Call Profile Setup Dialog Box
Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide Implementation 4. Select OK. CentreVu Supervisor will buffer the change agent skills requests and send them to the switch one at a time. A status dialog box will display with the status of each agent request.
Page 190 Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide Implementation Field Split(s)/Skill(s): Enter the split or skill number(s) or name(s) (must be previously assigned in the Dictionary subsystem) you are searching for or modifying. Acceptable service level: Enter the number of seconds that it is acceptable for an (Required entry) ACD call to wait before connecting to an agent.
Page 191: Verifying The Solution Through Reports
Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide Verifying the Solution Through Reports Verifying the Solution Through Reports As in Chapter 3,”Call Center Solution: Maximize Revenues,” the average speed of answer for the Top Ten skill will be lower than the Orders skill. If the Exclusive skill has an appropriate number of staff, it will have a lower average speed of answer than the Orders skill.
Page 192: Real-Time Graphical Split/Skill Call Profile Report
Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide Verifying the Solution Through Reports Real-Time This report shows the wait times of incoming calls that are answered and abandoned in a split or skill during the current interval. Calls are Graphical displayed in ten columns, with each column representing a progressively Split/Skill Call...
Page 193: Report Description
Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide Verifying the Solution Through Reports Report Description This report will show, for CentreVu Advocate, the number of calls that were answered for the selected split/skill within the predefined service level, the number of calls that abandoned, and the average speed of answer for each call in queue.
Page 194: Historical Split/Skill Call Profile Report
Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide 8-10 Verifying the Solution Through Reports Historical The Split/Skill Call Profile report shows the number of calls answered and abandoned in time increments that you administer. This report also Split/Skill Call ®...
Page 195: Report Description
Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide 8-11 Verifying the Solution Through Reports Report Description The following table describes the report fields for the time period covered by the report. For CentreVu Advocate, this report shows the percent of calls that were both inside and outside the administered service level for the skill, the number of calls that were answered and abandoned with the time to abandon.
Page 196: Historical Split/Skill Graphical Multi-Acd Service Level Daily Report
Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide 8-12 Verifying the Solution Through Reports Historical The Split/Skill Graphical Multi-ACD Service Level Daily report shows the Percent in Service Level achieved for a skill selected from one or more Split/Skill ACDs for each day.
Page 197: Report Description
Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide 8-13 Verifying the Solution Through Reports Report Description The following table describes the report fields. For CentreVu Advocate, this report shows the percent in service level for the skill. The database items for the report are stored in the dsplit (daily), tables.
Page 198: Real-Time Queue/Agent Status Report
Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide 8-14 Verifying the Solution Through Reports Real-Time The following table describes the modified report fields. Queue/Agent Status Report Database Item, Calculation, Report Heading Description or <Calculation Name> Skill State Current state of this skill, compared to the syn(SKSTATE)
Page 199: Things To Note
Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide 8-15 Things to Note Things to Note The following list includes some things to be aware of when implementing the call center solution in this chapter: If the speed of answer for the Exclusive skill is too high, additional agents should be trained for this specialty catalog.
Page 200 Call Center Solution: Better Serve Selected Callers CentreVu® Advocate Release 8 User Guide 8-16 Things to Note...
Page 201: Call Center Solution: Control Agent Time In Skill
Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide Overview 9 Call Center Solution: Control Agent Time in Skill Overview Many call center administrators want to simplify agent scheduling, as well as control agents’ time in different skills. Controlling agent time in skills more evenly spreads the overall work load between agents as well as more evenly distributes calls among agents.
Page 202: Implementation
Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide Implementation Implementation Agents will have their time in the four skills determined through Percent Allocation, a new call handling preference available with CentreVu Advocate. The agent selection method is a form of Expert Agent Distribution (EAD).
Page 203: Switch Administration
Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide Implementation Switch Several items must be administered on the switch administration forms for this business solution to work. See Chapter 11, “Administer Administration CentreVu Advocate on DEFINITY ECS” for more information on switch administration.
Page 204: Change Agent Skills Dialog Box
Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide Implementation Change Agent On the Change Agent Skills dialog box, shown below, set an agent’s call handling preference to Percent Allocation. Skills Dialog Box To administer an agent’s call handling preference, use the following steps.
Page 205: Options
Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide Implementation Options If you have several agents that need to have the same assigned skills and skill levels, use the Agent Template options on the Change Agent Skills form to use the information for another agent.
Page 206: Verifying The Solution Through Reports
Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide Verifying the Solution Through Reports Verifying the Solution Through Reports This solution can be verified by reviewing agent work states and time in skill. The results of implementing this solution can be seen in any of the reports that include information on agents staffed per skill and overall agent information, such as skill assignments.
Page 207: Real-Time Graphical Allocated Agents Report
Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide Verifying the Solution Through Reports Real-Time This report, which is available only for customers who have DEFINITY ECS R6 or later switches with Expert Agent Selection (EAS) and have Graphical purchased CentreVu Advocate, displays the number of active and staffed Allocated Agents...
Page 208: Input Fields
Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide Verifying the Solution Through Reports Input Fields The following table describes the input fields on the real-time Graphical Allocated Agents report input window. You must fill in the report input window to run the report.
Page 209: Report Example
Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide Verifying the Solution Through Reports Report Example The following report is an example of a Graphical Allocated Agents report. Report Description The following table describes the report fields: Database Item/ Calculation, Report Heading Description...
Page 210 Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide 9-10 Verifying the Solution Through Reports Database Item/ Calculation, Report Heading Description Table Name Standard The current number of POSITIONS that are on (ONACD + INACW + Agents (active) inbound and outbound ACD calls;...
Page 211: Historical Graphical Average Positions Staffed Report
Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide 9-11 Verifying the Solution Through Reports Historical This report is available for customers who have purchased CentreVu Advocate and the DEFINITY ECS R6 or later. This report shows, for a Graphical specified skill, the maximum agent positions allocated for the skill, as well Average...
Page 212: Input Fields
Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide 9-12 Verifying the Solution Through Reports Input Fields The following table describes the input fields on historical Graphical Average Positions Staffed report input windows. You must fill in the report input window to run the report.
Page 213: Report Example
Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide 9-13 Verifying the Solution Through Reports Report Example The following report is an example of a Graphical Average Positions Staffed report. Report Description The following table describes the report fields. Database Item, Calculation Report Heading Description...
Page 214: Integrated Agent Graphical Information Report
Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide 9-14 Verifying the Solution Through Reports Integrated Agent The Integrated Agent Graphical Information report shows information and statistics for an agent from a specified interval start time, within the past Graphical 24 hours.
Page 215: Report Description
Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide 9-15 Verifying the Solution Through Reports Report Description This table describes the report fields. Database Item, Calculation, Report Heading Description or <Calculation Name> Agent: The names (or agent IDs if the names have not syn(LOGID) been assigned in Dictionary) of the agents assigned and logged into this split/skill.
Page 216 Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide 9-16 Verifying the Solution Through Reports Database Item, Calculation, Report Heading Description or <Calculation Name> AUX Reason: The reason code associated with the agent syn(AUXREASON) current state. This is blank if the agent is not in the AUX state.
Page 217: Modified Reports
Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide 9-17 Verifying the Solution Through Reports Database Item, Calculation, Report Heading Description or <Calculation Name> Percent Agents’s percent allocation for this SPLIT. PERCENT Requires DEFINITY ECS R6 or later with CentreVu Advocate.
Page 218: Real-Time Queue/Agent Status Report
Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide 9-18 Verifying the Solution Through Reports Database Item/ Calculation, Report Heading Description Table Name Level The skill level associated with the agent’s syn(WORKSKLEVEL) current WORKSKILL, when WORKSKILL, is not null.
Page 219: Things To Note
Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide 9-19 Things to Note Things to Note The following list includes some things to be aware of when implementing the solution in this chapter: Agents can be assigned percentages based on their existing skill level assignment or level of expertise within a skill.
Page 220 Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide 9-20 Things to Note...
Page 221: Call Center Solution: Make Agent Idle Time More Uniform
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Agent Idle Time More Uniform 10-1 Overview 10 Call Center Solution: Make Agent Idle Time More Uniform Overview Many call center administrators want to make agent idle time more uniform. Making agent idle time more uniform spreads the overall work load more equally between agents as well as reduces the possibility of “hot seat”...
Page 222: Implementation
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Agent Idle Time More Uniform 10-2 Implementation Implementation The agent selection method is a form of Least Occupied Agent (LOA). In this solution, agents may be assigned any call handling preference, as determined by the call center administrator.
Page 223: Verifying The Solution Through Reports
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Agent Idle Time More Uniform 10-3 Verifying the Solution Through Reports Verifying the Solution Through Reports This solution can be verified by reviewing idle time and overall agent occupancy for the staffed agents. The results of implementing this solution can be seen in any report with AVAIL or ACD time as a report item, or in Agent Status and Agent Information reports.
Page 224: Additional Information
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Agent Idle Time More Uniform 10-4 Verifying the Solution Through Reports Agent Occupancy Agent Occupancy, which is 100 * (sum(I_RINGTIME + I_ACDTIME + I_ACDOTHERTIME + I_ACDAUX_OUTTIME + I_ACDAUXINTIME + Calculation I_ACWTIME) / sum(TI_STAFFTIME - TI_AUXTIME + I_ACDAUX_OUTTIME + I_ACDAUXINTIME)) where I_ACWTIME is an optional component, may be used as a comparison measurement.
Page 225: Real-Time Graphical Agent Information Report
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Agent Idle Time More Uniform 10-5 Verifying the Solution Through Reports Real-Time The following table describes the modified report fields: Graphical Agent Information Report Database Item, Report Heading Description Calculation, or <Calculation Name>...
Page 226: Real-Time Queue/Top Agent Status Report
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Agent Idle Time More Uniform 10-6 Verifying the Solution Through Reports Database Item/ Calculation, Report Heading Description Table Name Level The skill level associated with the agent’s syn(WORKSKLEVEL) current WORKSKILL, when WORKSKILL, is not null.
Page 227: Real-Time Queue/Agent Status Report
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Agent Idle Time More Uniform 10-7 Verifying the Solution Through Reports Real-Time The following table describes the modified report fields: Queue/Agent Status Report Database Item, Calculation, Report Heading Description or <Calculation Name> Skill State Current state of this skill, compared to the syn(SKSTATE)
Page 228: Real-Time Split/Skill Graphical Top Skill Status Report
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Agent Idle Time More Uniform 10-8 Verifying the Solution Through Reports Real-Time The following table describes the modified report fields: Split/Skill Graphical Top Skill Status Report Database Item/ Calculation, Report Heading Description Table Name Skill State...
Page 229: Real-Time Skill Top Agent Report
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Agent Idle Time More Uniform 10-9 Verifying the Solution Through Reports Real-Time Skill Top The following table describes the modified report fields: Agent Report Database Item, Calculation Report Heading Description or <Calculation Name>...
Page 230: Drill-Down Top Agent Work State Report
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Agent Idle Time More Uniform 10-10 Verifying the Solution Through Reports Database Item, Calculation, or Report Heading Description <Calculation Name> % Agent Occup Agent occupancy, displayed as a 100 * (sum(I_RINGTIME + I_ACDTIME + w/o ACW percentage, not including agent I_ACDOTHERTIME +...
Page 231: Drill-Down Work State Report
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Agent Idle Time More Uniform 10-11 Verifying the Solution Through Reports Drill-Down Work This table describes the fields of the report: State Report Database Item/ Calculation, Report Heading Description Table Name Skill State Current State of this skill, compared to the syn(SKSTATE)
Page 232: Things To Note
CentreVu® Advocate Release 8 User Guide Call Center Solution: Make Agent Idle Time More Uniform 10-12 Things to Note Things to Note The following list includes some things to be aware of when implementing this solution: Agents should be assigned skills based on their existing skill level assignment or level of expertise within a skill.
Page 233: Introduction
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-1 Introduction ® ® 11 Administer CentreVu Advocate on DEFINITY Introduction ® While CentreVu Advocate features can be administered through CentreVu ® Supervisor or DEFINITY ECS software for existing agent login IDs and hunt groups, both login IDs and hunt groups must be created on DEFINITY ECS through the System Administration Terminal (SAT) or a terminal emulator.
Page 234: Administering Agent Selection
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-2 Administering Agent Selection Administering Agent Selection Agent Selection When more than one agent in a skill is available to receive an incoming call, DEFINITY ECS must select which of the available agents will handle Methods the call.
Page 235: Before You Start
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-3 Administering Agent Selection Before You Start Lucent recommends using UCD-LOA or EAD-LOA in most situations: compared to MIA, work will be distributed more evenly among agents and Average Speed of Answer will be lower. EAD-LOA works best if you have only 2–4 skill levels.
Page 236: To Administer Mia Across Skills
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-4 Administering Agent Selection 2. In the Group-Type field, enter one of the following options: UCD-MIA Selects the available agent who has been idle the longest since their last call. UCD-LOA Selects the available agent with the lowest percentage of work time since login.
Page 237: To Include Acw In The Calculation Of Agent Occupancy
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-5 Administering Agent Selection 3. In the MIA Across Splits or Skills? field, enter one of the following: Y sets up one idle-agent queue for the entire system. When the EAD-MIA or UCD-MIA agent selection method is used, the time since an agent’s last ACD call in any of their assigned skills determines his or her place in this idle agent queue.
Page 238: Administering Call Selection
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-6 Administering Call Selection Administering Call Selection Overview When an agent becomes available and one or more calls are in queue for any of the agent’s skills, or more than one of the skills has calls waiting, DEFINITY ECS must choose which call to deliver to the agent.
Page 239: Service Level Supervisor
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-7 Administering Call Selection change system-parameters features Page 8 of 8 CALL CENTER SYSTEM PARAMETERS AGENT AND CALL SELECTION MIA Across Splits or Skills? _ ACW Agents Considered Idle? _ Call Selection Measurement: __________________ Service Level Supervisor Call Selection Override? _ REASON CODES...
Page 240 ® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-8 Administering Call Selection You can administer Service Level Supervisor for existing agents and hunt groups from the SAT or from the Change Agent Skill screen in CentreVu Supervisor.
Page 241 ® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-9 Administering Call Selection After you’ve implemented Service Level Supervisor in a skill with the recommended Level 1 threshold, determine the Average Time to Abandon in the skill. Set the skill’s Level 2 threshold about 5 seconds below its Average Time to Abandon.
Page 242: To Administer Service Level Supervisor
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-10 Administering Call Selection assign. For example, with 10 agents logged in but only 1.3 FTEs occupied by calls, you might not need any reserve agents. If 10 agents are logged in and 8.6 FTEs are occupied by calls, you might need close to the maximum number of recommended reserve agents.
Page 243 ® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-11 Administering Call Selection 4. In the Service Level Supervisor Call Selection Override field, enter Y, if you want to override the normal call handling preferences of a skill’s assigned agents whenever the skill exceeds its thresholds.
Page 244 ® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-12 Administering Call Selection 11. At the command line prompt, type change agent-loginID xxxxx and press . (“xxxxx” is the loginID for the agent you Return want to change.) The Agent LoginID form appears change agent-loginID xxxxx Page...
Page 245: Worksheet For Service Level Supervisor
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-13 Worksheet for Service Level Supervisor Worksheet for Service Level Supervisor Complete one worksheet for each skill. Skill Number: _____ Level 1 Threshold: _____ Reserve Agent Names Level 2 Threshold: _____ Reserve Agent Names...
Page 246: Call Handling Preferences
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-14 Worksheet for Service Level Supervisor Call Handling DEFINITY ECS provides three call handling preferences. Call handling preferences are set for each agent. When calls are waiting in queue and Preferences an agent becomes available, that agent’s assigned preference determines which call is selected.
Page 247: Call Handling Preferences And Service Objective
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-15 Worksheet for Service Level Supervisor Call Handling The table on the following pages shows how each call handling preference works with the different agent and call selection methods. Preferences and When reading the “Call Selection”...
Page 248 ® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-16 Worksheet for Service Level Supervisor Agent Selection Call Selection Agents are available: Agents are not available Agent Call Handling When a new call arrives, it and calls are in queue: Selection Preference is delivered to the...
Page 249 ® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-17 Worksheet for Service Level Supervisor Agent Selection Call Selection Agents are available: Agents are not available Agent When a new call arrives, it and calls are in queue: Call Handling Selection Preference...
Page 250: Setting Up Call Handling Preference
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-18 Worksheet for Service Level Supervisor Agent Selection Call Selection Agents are available: Agents are not available Agent Call Handling When a new call arrives, it and calls are in queue: Selection Preference is delivered to the...
Page 251 ® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-19 Worksheet for Service Level Supervisor When administering Percent Allocation, each entry in a PA field must be a number between 1 and 100. Each skill (except for reserve skills) must have an entry in this field, and together all the entries must add up to 100.
Page 252 ® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-20 Worksheet for Service Level Supervisor The Agent LoginID form appears change agent-loginID xxxxx Page 1 of AGENT LOGINID Login ID: _____ AAS? _ Name: _________________________ AUDIX? _ TN: ___ LWC Reception: _______ COR: _...
Page 253 ® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-21 Worksheet for Service Level Supervisor The Hunt Group form for the specified skill appears. change hunt group xxx Page 2 of X HUNT GROUP Skill? _ Acceptable Service Level (sec): ___ AAS? _ Expected Call Handling Time (sec): ___...
Page 254 ® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-22 Worksheet for Service Level Supervisor 2. In the Call Handling Preference field, type percent-allocation and press Enter When you enter percent-allocation as the agent’s call handling preference, the Direct Agent Calls First? field replaces the Service Objective field.
Page 255 ® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-23 Worksheet for Service Level Supervisor The Agent LoginID form appears. change agent-loginID xxxxx Page 1 of AGENT LOGINID Login ID: _____ AAS? _ Name: _________________________ AUDIX? _ TN: ___ LWC Reception: _______ COR: _...
Page 256 ® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-24 Worksheet for Service Level Supervisor And you want to And you do not If the call handling give DA calls want to give DA preference is… preference…...
Page 257: Feature Interactions
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-25 Feature Interactions Feature Interactions Abandoned An abandoned call may change the state of a skill that is over threshold. That is, an abandoned call might cause a skill to drop from level 2 to level Calls 1 or from level 1 to normal.
Page 258: Agent Work States
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-26 Feature Interactions Agent Work The table below shows how Service Level Supervisor affects agents’ work states. States And the agent’s state in… The agent’s When this state in Reserve skills Reserve skills...
Page 259: Call Coverage
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-27 Feature Interactions Call Coverage All time with one or more ACD calls ringing is included in the calculation of an agent’s work time and occupancy. This includes calls that are later redirected as a result of the Call Coverage feature.
Page 260: Interaction With Service Level Supervisor
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-28 Feature Interactions Interaction with Agents who only have reserve skills cannot receive Direct Agent calls. Callers will hear intercept tone when the call is received. If you have Service Level agents who are only assigned reserve skills and you want them to be Supervisor...
Page 261: Extension Calls And Loa
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-29 Feature Interactions Extension Calls The following table illustrates how LOA tracks extension calls since agent AUX time is not included in the calculation of agent occupancy: and LOA The Extension Call is: LOA:...
Page 262: Multiple Call Handling (Mch)
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-30 Feature Interactions Multiple Call When a reserve agent in an MCH skill becomes available and the skill is over threshold, the agent is eligible to receive calls for that skill and all Handling (MCH) existing MCH rules apply.
Page 263: Non-Acd Calls
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-31 Feature Interactions Non-ACD Calls Time for non-ACD calls ringing, active, or on hold is not included in the calculation of an agent’s work time for Least Occupied Agent and Percent Allocation.
Page 264 ® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate on DEFINITY 11-32 Feature Interactions...
Page 265: Administer Centrevu ® Advocate Through Centrevu ® Supervisor
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate through CentreVu Supervisor 12-1 Overview ® 12 Administer CentreVu Advocate through ® CentreVu Supervisor Overview ® This chapter covers the following areas of CentreVu Advocate implementation through CentreVu Supervisor: Agent Administration: Change Agent Skills Dialog Box —...
Page 266: Agent Administration
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate through CentreVu Supervisor 12-2 Agent Administration Agent Administration Introduction Agents and agent groups with existing login IDs can be administered to ® use CentreVu Advocate through CentreVu Supervisor, rather than ®...
Page 267: Review Agent Skills
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate through CentreVu Supervisor 12-3 Agent Administration 4. Select Change Agent Skills on the Operations tab. Alternately, the Change Agent Skills dialog box is accessible from the Multi-Agent Skill Change dialog box. After opening the Multi- Agent Skill Change dialog box from Agent Administration, select a skill from the skill list by double-clicking on it.
Page 268: Delete Skills Per Agent
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate through CentreVu Supervisor 12-4 Agent Administration Delete Skills per You may remove an agent from a skill using the following procedure on the Change Agent Skills dialog box. Agent 1.
Page 269: Percent Allocation
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate through CentreVu Supervisor 12-5 Agent Administration 3. Select Add Skills. 4. Add the Agent’s Skills. The Assigned Skills grid will display. 5. Set the agent’s skill level for each assigned skill. 6.
Page 270: Use An Agent Template
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate through CentreVu Supervisor 12-6 Agent Administration 5. Set the reserve agent’s skill level to Reserve 1 (R1) or Reserve2 (R2) for each assigned skill that the agent will receive calls for only after that skill has exceeded its administered level 1 or level 2 thresholds.
Page 271: Multi-Agent Skill Change Dialog Box
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate through CentreVu Supervisor 12-7 Agent Administration Multi-Agent Skill The Multi-Agent Skill Change dialog box is used in CentreVu Supervisor to move groups of agents between skills or to add agents to or remove Change Dialog agents from a skill.
Page 272: Add Agents To Skill
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate through CentreVu Supervisor 12-8 Agent Administration Add Agents to Skill Agents are added to a skill by using the Add Agents to Skill dialog box, accessed from the Multi-Agent Skill Change dialog box. NOTE: You cannot use this procedure to add multiple agents to a skill if those agents have a call handling preference of Percent Allocation.
Page 273: Remove Agents From Skill
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate through CentreVu Supervisor 12-9 Agent Administration Options Once the agent list is open for a skill, you may add or reassign agents using one of the following two options: Select an agent or agents form the list.
Page 274: Move Agents Between Skills
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate through CentreVu Supervisor 12-10 Agent Administration Move Agents The Multi-Agent Skill Change dialog box may be used to move a group of agents between skills. Between Skills 1. Select Skills: Skill List. A list of administered skills will display. 2.
Page 275: Move Agents Between Skills Dialog Box
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate through CentreVu Supervisor 12-11 Agent Administration Move Agents Agents may also be moved between skills by using the Move Agents Between Skills dialog box, accessed from the Multi-Agent Skill Change Between Skills dialog box.
Page 276: Call Center Administration
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate through CentreVu Supervisor 12-12 Call Center Administration Call Center Administration Acceptable Service Levels for a skill may be administered through CentreVu Supervisor, using the Split/Skill Call Profile Setup dialog box. As with agent login IDs and agent groups, initial skill (hunt group) administration must happen on the DEFINITY ECS (see Chapter 11, ®...
Page 277: Field Descriptions
® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate through CentreVu Supervisor 12-13 Call Center Administration Field Descriptions Use the following table for existing split/skill Acceptable Service Level administration. New splits/skills must be initially administered on the Hunt Group form.
Page 278 ® ® CentreVu® Advocate Release 8 User Guide Administer CentreVu Advocate through CentreVu Supervisor 12-14 Call Center Administration...
Page 279: Centrevu Advocate Database Items And Calculations
® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-1 Overview ® 13 CentreVu Advocate Database Items and Calculations Overview ® This chapter describes the CentreVu Call Management System (CMS) database tables, the items in the database tables, and the standard Dictionary calculations that use the database items.
Page 280: How Database Items And Calculations Are Presented
® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-2 How Database Items and Calculations Are Presented How Database Items and Calculations Are Presented Introduction This section outlines how the CentreVu CMS database items and calculations are presented later in the chapter. Database Items This chapter defines database items used in CentreVu CMS reports.
Page 281: Index Database Items
® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-3 How Database Items and Calculations Are Presented Index Database The index database items in each table are marked. Indexes add structure to table rows so that CentreVu CMS can retrieve data faster. Items The row search criteria you define for custom reports should be based on indexes whenever possible.
Page 282: Call-Based Data
® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-4 How Database Items and Calculations Are Presented Call-Based Data In addition to the types of data described above, items in the CentreVu CMS database can be either call-based or interval-based. Most CentreVu CMS database items are call-based.
Page 283: Calculations
® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-5 How Database Items and Calculations Are Presented Only when the skill is in an overload state will the appropriate reserve agents serve that skill. These agents have a special agent “service”...
Page 284: Sample Dictionary Calculations Table
® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-6 How Database Items and Calculations Are Presented Sample Dictionary Below is an example of how the Calculation table information is presented: Calculations Table Calculation Name Calculation Description CALCULATION NAME mathematical definition...
Page 285: Database Table Names
® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-7 Database Table Names Database Table Names Introduction To select data for custom reports, you must use the names listed in the tables in this section. The database items are described in later sections of this chapter.
Page 286: Interactions With Switch Features
® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-8 Database Table Names Interactions With For a full description of the switch features with which the database items and calculations interact, see the CentreVu CMS R3V8 Database Items Switch Features and Calculations (585-210-939) document.
Page 287: Split/Skill Database Items
® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-9 Split/Skill Database Items Split/Skill Database Items Introduction The Split/Skill database item descriptions apply to real-time and historical items. Type Column The Type column refers to Cumulative (C), Administrative (A), Status (S), Row Identifier (I), Busy Hour (B), Special Table (N), or Maximum Value (M) data.
Page 288: Split/Skill Database Items
® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-10 Split/Skill Database Items Split/Skill The following split/skill database items have been added or modified to support CentreVu Advocate. Database Items Item Database Item Description Type FAGINRING The number of flex agents (0-999) with this skill ACD call ringing.
Page 289 ® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-11 Split/Skill Database Items Item Database Item Description Type GNINAUX0 The current number of greatest need POSITIONS that are in AUX with reason code 0 (zero) for all splits/skills including greatest need agents on AUXIN/AUXOUT calls.
Page 290 ® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-12 Split/Skill Database Items Item Database Item Description Type GNONAUXIN The current number of greatest need POSITIONS that are in AUX work or AVAILABLE, or, for Generic 3 switches, including greatest need agents who have an ACD or AUXIN/AUXOUT call on hold, and on inbound extension calls, where SPLIT is OLDEST LOGON.
Page 291 ® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-13 Split/Skill Database Items Item Database Item Description Type GNOTHER The number of greatest need agents who are doing other work. Available on the R6 ECS and later. For the G3 ECS with EAS, while in Auto-In or Manual-In, the agent is in other work if: the agent put any call on hold and has performed no further...
Page 292 ® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-14 Split/Skill Database Items Item Database Item Description Type R1AVAILABLE The number of reserve1 agents who are available to take a call (0-999). Requires a DEFINITY ECS R6 or later with EAS. R1INACW The number of reserve1 agents in ACW for this skill (0-999).
Page 293: Switch Cross-Reference For Split/Skill Database Items
® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-15 Split/Skill Database Items Item Database Item Description Type SKSTATE The current state for the skill compared to all administered thresholds. Requires a DEFINITY ECS R6 or later with EAS. TOT_PERCENTS The total staffed agent percentages allocated to the skill.
Page 294: Agent Database Items
® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-16 Agent Database Items Agent Database Items Introduction The Agent database item descriptions apply to real-time and historical items. Type Column The Type column refers to Cumulative (C), Administrative (A), Status (S), Row Identifier (I), Busy Hour (B), Special Table (N), or Maximum Value (M) data.
Page 295 ® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-17 Agent Database Items Item Database Item Description Type PERCENT The agent’s percent allocation (0-100) for a skill. Requires a DEFINITY ECS R6 or later with EAS. PREFERENCE The agent’s call handling preference.
Page 296: Switch Cross-Reference For Agent Database Items
® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-18 Agent Database Items Item Database Item Description Type WORKSKLEVEL Contains either a skill level (1-16) for a normal skill or a reserve level (1 or 2) for a reserve skill. This WORKSKLEVEL applies to WORKSKILL.
Page 297: Agent Login/Logout Database Items
® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-19 Agent Login/Logout Database Items Agent Login/Logout Database Items Introduction The Agent Login/Logout database item descriptions are historical items specific to the Agent Login/Logout (haglog) table. The indexes are SPLIT and ROW_DATE.
Page 298 ® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-20 Agent Login/Logout Database Items Switch Cross- The following table lists the switch cross-references for the modified agent login/logout database items. All new items for CentreVu Advocate Reference for are only available on the DEFINITY ECS R6 or later, and are not included Agent...
Page 299: Calculations
® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-21 Calculations Calculations The following table lists all of the standard CentreVu CMS Dictionary calculations that have been added or modified to support CentreVu Advocate. These calculations are used in real-time and historical reports. You can also use them in Report Designer reports.
Page 300: Reports-Specific Calculations
® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-22 Calculations Calculation Name Calculation Description R1ACTIVE_AGT R1AGINRING + R1ONACD + The number of reserve1 R1INACW agents on ACD calls, ringing, or in ACW for this skill. R2ACTIVE_AGT R2AGINRING + R2ONACD + The number of reserve2...
Page 301 ® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-23 Calculations Calculation Calculation Description Database Table Name % Flow Out 100 * The number of the total calls to a hvdn, wvdn, mvdn OUTFLOWCALLS) / VDN that were redirected to INCALLS another VDN, expressed as a percentage.
Page 302 ® CentreVu® Advocate Release 8 User Guide CentreVu Advocate Database Items and Calculations 13-24 Calculations...
Page 303 Glossary CentreVu® Advocate Release 8 User Guide GL-1 Glossary A call in which a caller hangs up before receiving an answer from an agent. Abandoned Call The call could be queued to a split or in a vector/vector directory number (VDN) before it is abandoned.
Page 304 Glossary CentreVu® Advocate Release 8 User Guide GL-2 Adjunct/Switch An AT&T recommendation for interfacing adjuncts and communications Applications Interface systems, based on the CCITT Q.932 specification for layer 3. ASAI (ASAI) supports activities such as event notification and call control. After Call Work (ACW) An agent state generally representing work related to the preceding ACD call.
Page 305 Glossary CentreVu® Advocate Release 8 User Guide GL-3 Agent Role Agent role is used in the agent table to describe how an agent ® participates in the skill through CentreVu Advocate. This role is based on Skill Level and Call Handling Preference. Agents with a reserve skill level have a role of Reserve, non-Expert Agent Selection (EAS) agents and agents with Greatest Need call handling preference have a role of Roving, top agents have a role of Top, skill-level agents who are not...
Page 306 Glossary CentreVu® Advocate Release 8 User Guide GL-4 Algorithm A prescribed set of well-defined rules or instructions for the solution of a problem; for example, the performance of a calculation, in a finite number of steps. Expressing an algorithm in a formal notation is one of the main parts of a software program.
Page 307 Glossary CentreVu® Advocate Release 8 User Guide GL-5 Auxiliary Work (AUX) An agent state. For example, the agent is engaged in non-ACD work, is on break, in a meeting, or at lunch. An agent can reach this state by pressing the AUX WORK button or dialing the proper access code from the voice terminal.
Page 308 Glossary CentreVu® Advocate Release 8 User Guide GL-6 Call-Based Items The category of database items in CMS that are committed to the database after the call completes. If a call starts and ends in different intrahour intervals, all of the call-based data is recorded in the interval in which the call completed.
Page 309 Glossary CentreVu® Advocate Release 8 User Guide GL-7 Caller Needs The reason(s) a customer calls your call center (used with the Expert Agent Selection feature). Calls Carried Trunk data. The number of inbound/outbound calls carried. CentreVu Advocate A collection of ECS features that provide new flexibility in the way a call is selected for an agent in a call surplus situation and in the way that an agent is selected for a call.
Page 310 Glossary CentreVu® Advocate Release 8 User Guide GL-8 DACW See Direct Agent ACW . Daily Data Interval data that has been converted to a 1-day summary. Data Collection Off CMS is not collecting ACD data. If you turn off data collection, CMS will not void data on current call activity.
Page 311 Glossary CentreVu® Advocate Release 8 User Guide GL-9 Default Skill (Generic 2.2 Every skill that ends with a “0” is called a default skill, since every agent with EAS) in the skill group is logged into this skill by default. The default skill is the first skill for each skill group.
Page 312 Glossary CentreVu® Advocate Release 8 User Guide GL-10 Entity A generic term that refers to one of the following: Agent, Agent Group, Split/Skill, Trunk, Trunk Group, VDN, Vector, or Call Work Code. Error Message A response from a program indicating that a problem has arisen or something unexpected has happened, requiring your attention.
Page 313 Glossary CentreVu® Advocate Release 8 User Guide GL-11 Expert Agent Selection Expert Agent Selection (EAS) is an optional switch feature that builds on (EAS) the power of the Call Vectoring and ACD features of the switch to match the skills required to handle a particular call to an agent who has at least one of the skills that a caller requires.
Page 314 Glossary CentreVu® Advocate Release 8 User Guide GL-12 Forced Disconnect A trunk state. The caller receives a forced disconnect. (FDISC) Forced Multiple Call A feature available with G3V4 or later switches that, when activated for a Handling (FMCH) split/skill, allows calls to be automatically delivered to an idle line appearance, if the agent is in the Auto-In/Manual-In work mode and an unrestricted line appearance is available on the voice terminal.
Page 315 Glossary CentreVu® Advocate Release 8 User Guide GL-13 Intrahour Interval A 15, 30, or 60 minute segment of time starting on the hour. An intrahour interval is the basic unit of CMS report time. Least Occupied Agent An agent selection method that uses agent occupancy since logging in, (LOA) rather than position in an idle agent queue, to determine which agent to select when a call arrives.
Page 316 Glossary CentreVu® Advocate Release 8 User Guide GL-14 Logical Agent An EAS feature that associates the agent’s login ID with the physical extension when the agent logs in. Properties such as the assigned skills, class of restriction, and coverage path are associated with the login ID rather than the physical extension.
Page 317 Glossary CentreVu® Advocate Release 8 User Guide GL-15 Modify A CMS action that changes the database entry to reflect the new values entered in the current primary window. Monthly Data Daily data that has been converted to a Monthly summary. An ACD distribution method that maintains a queue of idle agents.
Page 318 Glossary CentreVu® Advocate Release 8 User Guide GL-16 Multi-Agent Skill Change This window allows the user to perform the following administration Window actions: add one or more agents to a skill; move one or more agents from one skill to another; and remove one or more agents from a skill. Multiple Call Handling Allows an agent to receive an ACD call while other calls are active on the (MCH)
Page 319 Glossary CentreVu® Advocate Release 8 User Guide GL-17 Percent (%) Within The percentage of calls that you are expecting or targeting to be Service Level answered by an agent within a specific number of seconds. Phantom Abandon Call A CMS capability that tracks information about abandoned calls. When Timer the capability is enabled, calls with a duration shorter than the administered value (zero to ten seconds) are counted as phantom...
Page 320 Glossary CentreVu® Advocate Release 8 User Guide GL-18 Refresh Rate The number of seconds CMS should wait for each update of the real-time report data. A user’s fastest allowable refresh rate is defined in the User Permissions — User Data window as a minimum refresh rate. The default refresh rate when a user brings up the report input window is the administered minimum refresh rate plus 15 seconds.
Page 321 Glossary CentreVu® Advocate Release 8 User Guide GL-19 Service Level A time specified in seconds within which all calls should be answered. Normally set as an objective by management. Usually referred to as Acceptable Service Level. Service Level Supervisor Service Level Supervisor is an override feature used to select skills for agents.
Page 322 Glossary CentreVu® Advocate Release 8 User Guide GL-20 Standard Agents Standard agents are agents in a skill who are assigned a skill level from 1 to 16, rather than being reserve agents. Standard agents are also known as non-reserve agents. Standard agents can have roles of top, roving, backup, or allocated.
Page 323 Glossary CentreVu® Advocate Release 8 User Guide GL-21 Timetable An activity task or group of activities tasks (like reports) scheduled for completion at a time that is convenient and nondisruptive for your call center’s operation. Top Agents Top agents are agents who have skill level call handling preference and have the lowest level number (and highest skill level) administered for that skill and have been designated Top Agent for that skill (first administered, highest level).
Page 324 Glossary CentreVu® Advocate Release 8 User Guide GL-22 UNKNOWN An agent state. CMS does not recognize the current state. A trunk state. CMS does not recognize the state of the trunk. Upgrade Moving an existing CMS customer from one release/load to another, giving the customer the additional functionality provided in the new release.
Page 325 Glossary CentreVu® Advocate Release 8 User Guide GL-23 A prioritized list of agent skills administered for a VDN that are required or preferred for the answering agent. VDN Skill Preferences represent the requirement that a call be routed to an ACD agent with a particular ability or set of abilities.
Page 326 Glossary CentreVu® Advocate Release 8 User Guide GL-24...
Page 327 Index CentreVu® Advocate Release 8 User Guide IN-1 Index Symbols Advocate Call Center Benefits... P-1 Advocate Database Items and Calculations . . . 13-1 After Call Work (ACW)....GL-2 % Aban .
Page 328 Index CentreVu® Advocate Release 8 User Guide IN-2 Agents Active Chart - Flex Agents ..6-18 Better Serve Selected Callers, (continued) Agents Active Chart - Reserve1 Agents ..6-18 Additional Reports Information .
Page 329 Index CentreVu® Advocate Release 8 User Guide IN-3 Call Selection Override ..1-7, 2-8, 2-14, GL-6 Control Agent Time in Skill, (continued) default setting ....2-8 Supervisor Administration .
Page 330 Index CentreVu® Advocate Release 8 User Guide IN-4 Delete ..... . . GL-9 FINACW ... . 4-17, 6-13, 6-18, 13-10 Delete Skills per Agent...
Page 331 Index CentreVu® Advocate Release 8 User Guide IN-5 Historical Graphical Skill Overload Report ..4-18 Least Occupied Agent (LOA), (continued) Input Fields ....4-18 EAD-LOA .
Page 332 Index CentreVu® Advocate Release 8 User Guide IN-6 Maximize Revenues Monthly Data ....GL-15 Additional Information on Reports ..3-7 Most Idle Agent .
Page 333 Index CentreVu® Advocate Release 8 User Guide IN-7 Planning Your Call Center Read Permission ....GL-17 Agent Level Decisions ... . . 2-21 Real-Time Database .
Page 334 Index CentreVu® Advocate Release 8 User Guide IN-8 Reserve2 AUX Agents Report SERVICELEVEL ....4-20, 4-22 Report Description ....6-23 Set Acceptable Service Levels .
Page 335 Index CentreVu® Advocate Release 8 User Guide IN-9 Station ..... GL-20 Thresholds ....1-7, Status data, definition.
Page 336 Index CentreVu® Advocate Release 8 User Guide IN-10 Uniform Call Distribution (UCD) ..2-3, GL-21 Universal Call Identifier (UCID) ..GL-21 UNIX System ....GL-22 UNKNOWN .
Page 337 585-210-927 Issue 1 Date: December 1999 Lucent Technologies welcomes your feedback on this document. Your comments are of great value in helping us to improve our documentation. 1. Please rate the effectiveness of this document in the following areas: Excellent...

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Centrevu advocate

Lucent Technologies CentreVu Advocate Release 8 User Manual

Preface

Organization and Use of this Document

Conventions Used in this Document

Related Documents

1 Introduction: Centrevu Advocate

Overview

Call Selection Methods

Agent Selection Methods

Overview

Least Occupied Agent

Most Idle Agent

Ucd-Mia

2 Custom Centrevu Advocate Solutions

Overview

Call and Agent Selection

Introduction

Understanding Call Selection

Understanding Agent Selection

Service Level Supervisor

Planning Your Call Center-Centrevu Advocate with EAS

Introduction

Separate Organizations

Organization Level Decisions

Within an Organization

Call Center Example

Match Caller with most Qualified Agent

Build Stronger Relationships with some Customers

Combining Centrevu Advocate Solutions to Meet Call Center Needs

Overview

Improve Overall Call Center Efficiency

Help Schedule Agents with Multiple Skills

Treat All Agents the same

Treat some Agents Differently

Improve Agent Fairness

Automate Supervisor Actions

Combining Centrevu Advocate Solutions Table

Getting the most from Your Call Center

For Best Performance

Matching Features to Goals

3 Call Center Solution: Maximize Revenues

Overview

Centrevu Advocate Features

Customer Example

Implementation

Switch Administration

Centrevu Supervisor Administration

Split/Skill Call Profile Setup Dialog Box

Verifying the Solution through Reports

Reports

Real-Time Split/Skill Call Profile Report

Real-Time Queue/Agent Status Report

Historical Split/Skill Call Profile Report

Historical Split/Skill Graphical ASA Report

Things to Note

4 Call Center Solution: Handle any Media

Overview

Centrevu Advocate Features

Customer Example

Implementation

Switch Administration

Centrevu Supervisor Administration

Split/Skill Call Profile Setup Dialog Box

Verifying the Solution through Reports

Reports

Real-Time Graphical Skill Overload Report

Real-Time Graphical Staffing Profile Report

Historical Graphical Skill Overload Report

Integrated Graphical Skill Overload Report

Modified Reports

Things to Note

5 Call Center Solution: Minimize Abandoned Calls

Overview

Centrevu Advocate Features

Customer Example

Implementation

Agent Selection

Call Selection

Switch Administration

Centrevu Supervisor Administration