Lucent Technologies CentreVu Advocate Release 8 Manuals

Manuals and User Guides for Lucent Technologies CentreVu Advocate Release 8. We have 1 Lucent Technologies CentreVu Advocate Release 8 manual available for free PDF download: User Manual

Lucent Technologies CentreVu Advocate Release 8 User Manual (338 pages)

Release 8

Brand: Lucent Technologies | Category: Software | Size: 3.01 MB

Table of Contents
3
Preface

15
- Audience
  15
- Overview
  15
- Advocate Benefits
  15
- Organization and Use of this Document
  
  16
  - Organization of Document
    16
- Conventions Used in this Document
  
  19
  - Report Examples
    19
- Related Documents
  
  20
1 Introduction: Centrevu Advocate

21
- Overview
  
  21
  - Terminology
    21
  - Agent and Call Selection
    21
- Call Selection Methods
  
  22
  - Overview
    22
    
    Understanding Call Selection
    22
  - Greatest Need
    23
    
    Administration
    23
  - Skill Level
    23
  - Percent Allocation
    24
    
    Administration
    24
    
    Result
    24
  - Service Objective
    24
    
    Description
    24
    
    Call Selection Method
    25
    
    Administration
    25
    
    Result
    25
  - Predicted Wait Time
    26
    
    Description
    26
    
    Call Selection Method-Example
    26
    
    Administration
    26
  - Service Level Supervisor
    26
    
    Thresholds
    27
    
    Reserve Agent Activation
    27
    
    Call Selection Override
    28
    
    Result
    29
Agent Selection Methods

30
- Overview
  
  30
- Least Occupied Agent
  
  30
  - Agent Selection
    30
  - LOA and AUX Time
    30
  - Administration
    31
  - Result
    31
  - Ead-Loa
    31
  - Ucd-Loa
    31
- Most Idle Agent
  
  31
  - Ead-Mia
    31
  - Administration
    32
- Ucd-Mia
  
  32
2 Custom Centrevu Advocate Solutions

33
Overview

33
- Additional Information
  33
Call and Agent Selection

34
- Introduction
  
  34
- Understanding Call Selection
  
  34
  - Service Objective
    34
  - Predicted Wait Time
    35
- Understanding Agent Selection
  
  35
  - Least Occupied Agent
    35
  - LOA and AUX Time
    36
  - Agent Call Handling Table
    36
  - Considerations
    37
  - Direct Agent Calls
    38
  - Top Skill
    38
- Service Level Supervisor
  
  39
  - Thresholds
    39
  - Reserve Agent Activation
    40
  - Call Selection Override
    40
  - Call Selection Override on
    40
Planning Your Call Center-Centrevu Advocate with EAS

45
- Introduction
  
  45
- Separate Organizations
  
  46
  - System Level Decisions
    46
  - System Level Decisions Table
    47
- Organization Level Decisions
  
  49
  - Organization Level Decisions Table
    49
- Within an Organization
  
  51
  - Skill Level Decisions
    52
  - Skill Level Decision Table
    52
  - Agent Level Decisions
    53
  - Agent Level Decisions Table
    54
- Call Center Example
  
  55
- Match Caller with most Qualified Agent
  
  56
- Build Stronger Relationships with some Customers
  
  56
Combining Centrevu Advocate Solutions to Meet Call Center Needs

56
- Overview
  
  56
- Improve Overall Call Center Efficiency
  
  57
- Help Schedule Agents with Multiple Skills
  
  57
- Treat All Agents the same
  
  57
- Treat some Agents Differently
  
  57
- Improve Agent Fairness
  
  58
- Automate Supervisor Actions
  
  58
- Combining Centrevu Advocate Solutions Table
  
  58
Getting the most from Your Call Center

63
- For Best Performance
  
  63
- Matching Features to Goals
  
  64
3 Call Center Solution: Maximize Revenues

73
Overview

73
- Centrevu Advocate Features
  
  73
- Customer Example
  
  73
Implementation

74
- Agent Selection
  74
- Call Selection
  74
- Switch Administration
  
  74
  - Customer Options
    74
  - Hunt Group
    74
- Centrevu Supervisor Administration
  
  75
  - Change Agent Skills Dialog Box
    75
- Split/Skill Call Profile Setup Dialog Box
  
  77
  - Field Descriptions
    77
Verifying the Solution through Reports

79
- Reports
  
  79
  - Additional Information
    79
  - Database Items and Calculations
    80
- Real-Time Split/Skill Call Profile Report
  
  80
  - Things to Know for Centrevu Advocate
    80
  - Report Example
    81
  - Report Description
    81
- Real-Time Queue/Agent Status Report
  
  83
  - Things to Know for Centrevu Advocate
    84
  - Report Example
    84
  - Report Description
    84
- Historical Split/Skill Call Profile Report
  
  87
  - Things to Know for Centrevu Advocate
    87
  - Report Example
    88
  - Report Description
    88
- Historical Split/Skill Graphical ASA Report
  
  89
Things to Note

92
4 Call Center Solution: Handle any Media

93
Overview

93
- Centrevu Advocate Features
  
  93
- Customer Example
  
  93
Implementation

94
- Agent Selection
  94
- Call Selection
  95
- Switch Administration
  
  95
  - Customer Options
    95
  - Features
    95
  - Hunt Group
    95
- Centrevu Supervisor Administration
  
  96
  - Change Agent Skills Dialog Box
    96
  - Assigning Reserve Agents
    97
  - Options
    98
- Split/Skill Call Profile Setup Dialog Box
  
  99
  - Field Descriptions
    99
Verifying the Solution through Reports

101
- Reports
  
  101
  - Additional Reports
    101
  - Database Items and Calculations
    101
- Real-Time Graphical Skill Overload Report
  
  102
  - Things to Know for Centrevu Advocate
    102
  - Input Fields
    103
  - Report Example
    104
  - Report Description
    104
- Real-Time Graphical Staffing Profile Report
  
  105
  - Things to Know for Centrevu Advocate
    105
  - Input Fields
    106
  - Report Example
    107
  - Report Description
    107
- Historical Graphical Skill Overload Report
  
  110
  - Things to Know for Centrevu Advocate
    110
  - Input Fields
    110
  - Report Example
    112
  - Report Description
    112
- Integrated Graphical Skill Overload Report
  
  113
  - Things to Know for Centrevu Advocate
    113
  - Input Fields
    113
  - Report Example
    114
  - Report Description
    114
- Modified Reports
  
  115
  - Skill State
    115
  - VDN Report
    116
  - Agent Occupancy
    116
Things to Note

117
5 Call Center Solution: Minimize Abandoned Calls

119
Overview

119
- Centrevu Advocate Features
  
  119
- Customer Example
  
  119
Implementation

120
- Agent Selection
  
  120
- Call Selection
  
  120
  - Predicted Wait Time
    120
  - Service Level Supervisor
    120
- Switch Administration
  
  121
  - Customer Options
    121
  - Features
    121
  - Hunt Group
    121
- Centrevu Supervisor Administration
  
  122
  - Change Agent Skills Dialog Box
    122
  - Options
    123
- Split/Skill Call Profile Setup Dialog Box
  
  124
  - Field Descriptions
    124
Verifying the Solution through Reports

126
- Reports
  
  126
  - Additional Reports
    126
  - Additional Information
    126
  - Database Items and Calculations
    126
- Real-Time Split/Skill Call Profile Report
  
  127
  - Things to Know for Centrevu Advocate
    127
  - Report Example
    127
  - Report Description
    128
- Real-Time Queue/Agent Status Report
  
  129
  - Things to Know for Centrevu Advocate
    129
  - Report Example
    129
  - Report Description
    130
- Historical Split/Skill Call Profile Report
  
  132
  - Things to Know for Centrevu Advocate
    132
  - Report Example
    132
  - Report Description
    133
- Historical Split/Skill Graphical ASA Report
  
  134
  - Things to Know for Centrevu Advocate
    134
  - Report Example
    134
  - Report Description
    135
- Busy/Abandon/Disconnect Comparison Report
  
  136
  - Things to Know for Centrevu Advocate
    136
  - Report Example
    136
  - Report Description
    136
Things to Note

137
- Modified Report
  
  137
6 Call Center Solution: Automate Agent Moves

139
Overview

139
- Centrevu Advocate Feature
  
  139
- Customer Example
  
  139
Implementation

140
- Agent Selection
  140
- Call Selection
  140
- Switch Administration
  
  141
  - Customer Options
    141
  - Features
    141
  - Hunt Group
    141
- Centrevu Supervisor Administration
  
  142
  - Change Agent Skills Dialog Box
    142
  - Options
    144
- Split/Skill Call Profile Setup Dialog Box
  
  144
  - Field Descriptions
    145
Verifying the Solution through Reports

146
- Reports
  
  146
  - Modified Reports
    147
  - Drill-Down Reports
    147
  - Additional Information
    147
  - Database Items and Calculations
    147
- Real-Time Graphical Staffing Profile Report
  
  147
  - Things to Know for Centrevu Advocate
    147
  - Input Fields
    148
  - Report Example
    149
  - Report Description
    149
- Real-Time Graphical Active Agents Report
  
  152
  - Things to Know for Centrevu Advocate
    152
  - Input Fields
    153
  - Report Example
    154
  - Report Description
    154
- Reserve1 AUX Agents Report
  
  157
  - Things to Know for Centrevu Advocate
    157
  - Report Example
    158
  - Report Description
    158
- Reserve2 AUX Agents Report
  
  160
  - Things to Know for Centrevu Advocate
    160
  - Report Example
    161
  - Report Description
    161
- Modified Reports
  
  163
Things to Note

168
7 Call Center Solution: Make Average Speed of Answer more Uniform

169
Overview

169
- Centrevu Advocate Features
  
  169
- Customer Example
  
  169
Implementation

170
- Option A: Agent Selection
  170
- Option B: Agent Selection
  170
- Call Selection
  170
- Switch Administration
  
  171
  - Customer Options
    171
  - Features
    171
  - Hunt Group
    171
- Centrevu Supervisor Administration
  
  171
  - Change Agent Skills Dialog Box
    171
  - Options
    172
Verifying the Solution through Reports

174
- Reports
  
  174
  - Additional Reports
    174
  - Additional Information
    175
  - Database Items and Calculations
    175
- Real-Time Split/Skill Report
  
  175
  - Things to Know for Centrevu Advocate
    175
  - Report Example
    176
  - Report Description
    176
- Historical Split/Skill Graphical ASA Report
  
  177
  - Things to Know for Centrevu Advocate
    177
  - Report Example
    178
  - Report Description
    178
- Historical Split/Skill Graphical ASA Daily Report
  
  179
  - Things to Know for Centrevu Advocate
    179
  - Report Example
    179
  - Report Description
    180
- Historical System Graphical Maximum Delay Report
  
  180
  - Things to Know for Centrevu Advocate
    180
  - Report Example
    181
  - Report Description
    181
- Modified Reports
  
  182
Things to Note

183
8 Call Center Solution: Better Serve Selected Callers

185
Overview

185
- Centrevu Advocate Features
  
  185
- Customer Example
  
  185
- Switch Administration
  
  186
  - Customer Options
    186
  - Features
    187
  - Hunt Group
    187
Implementation

186
- Agent Selection
  186
- Call Selection
  186
- Centrevu Supervisor Administration
  
  187
  - Change Agent Skills Dialog Box
    187
  - Options
    188
- Split/Skill Call Profile Setup Dialog Box
  
  189
  - Field Descriptions
    189
Verifying the Solution through Reports

191
- Reports
  
  191
  - Additional Reports
    191
  - Additional Information
    191
  - Database Items and Calculations
    191
- Real-Time Graphical Split/Skill Call Profile Report
  
  192
  - Things to Know for Centrevu Advocate
    192
  - Report Example
    192
  - Report Description
    193
- Historical Split/Skill Call Profile Report
  
  194
  - Things to Know for Centrevu Advocate
    194
  - Report Example
    194
  - Report Description
    195
- Historical Split/Skill Graphical Multi-ACD Service Level Daily Report
  
  196
  - Things to Know for Centrevu Advocate
    196
  - Report Example
    196
  - Report Description
    197
- Modified Reports
  
  197
Things to Note

199
9 Call Center Solution: Control Agent Time in Skill

201
Overview

201
- Centrevu Advocate Features
  
  201
- Customer Example
  
  201
Implementation

202
- Agent Selection
  202
- Call Selection
  202
- Switch Administration
  
  203
  - Customer Options
    203
  - Features
    203
  - Hunt Group
    203
- Centrevu Supervisor Administration
  
  203
  - Change Agent Skills Dialog Box
    204
  - Options
    205
- Reports
  
  206
  - Additional Information
    206
  - Database Items and Calculations
    206
Verifying the Solution through Reports

206
- Real-Time Graphical Allocated Agents Report
  
  207
  - Things to Know for Centrevu Advocate
    207
  - Input Fields
    208
  - Report Example
    209
  - Report Description
    209
- Historical Graphical Average Positions Staffed Report
  
  211
  - Things to Know for Centrevu Advocate
    211
  - Input Fields
    212
  - Report Example
    213
  - Report Description
    213
- Integrated Agent Graphical Information Report
  
  214
  - Things to Know for Centrevu Advocate
    214
  - Report Example
    214
  - Report Description
    215
- Modified Reports
  
  217
Things to Note

219
10 Call Center Solution: Make Agent Idle Time more Uniform

221
Overview

221
- Centrevu Advocate Feature
  
  221
- Customer Example
  
  221
Implementation

222
- Agent Selection
  222
- Call Selection
  222
- Switch Administration
  
  222
  - Customer Options
    222
  - Hunt Group
    222
Verifying the Solution through Reports

223
- Reports
  
  223
  - Drill-Down Reports
    223
  - Additional Information
    224
  - Database Items and Calculations
    224
- Modified Reports
  
  224
Things to Note

232
Advocate on Definity

233
Introduction

233
- System Requirements
  
  233
Administering Agent Selection

234
- Agent Selection Methods
  
  234
- Before You Start
  
  235
- Setting up Agent Selection
  
  235
Administering Call Selection

238
- Overview
  
  238
- Call Selection Measurements
  
  238
  - Before You Start
    238
  - To Administer Call Selection Measurements
    238
- Service Level Supervisor
  
  239
  - Before You Start
    239
  - To Administer Service Level Supervisor
    242
Worksheet for Service Level Supervisor

245
- Call Handling Preferences
  
  246
- Service Objective
  246
- Call Handling Preferences and Service Objective
  247
- Setting up Call Handling Preference
  250
Feature Interactions

257
- Abandoned Calls
  
  257
- Add/Remove Skill Via FAC
  
  257
- Agent Hold - with and Without Multiple Call Handling
  
  257
- Agent Login/Logout
  
  257
- Agent Work Modes
  
  257
- Agent Work States
  
  258
- Attendants
  
  258
  - Audix
    258
- Auto Available Splits/Skills (AAS)
  
  258
- Basic Call Management System (BCMS)
  
  258
  - Interaction with Service Level Supervisor
    258
- Call Coverage
  
  259
- Call Forwarding
  
  259
  - Call Park
    259
- Call Pickup
  
  259
- Conference/Transfer
  
  259
- Direct Agent Calls
  
  259
- Distributed Communicationssystem (DCS)
  
  260
- Expected Wait Time
  
  260
- Expert Agent Distribution (EAD)
  
  260
- Extension Calls and LOA
  
  261
  - Most Idle Agent (MIA)
    261
  - Move Agent While Staffed
    261
  - Multiple Call Handling (MCH)
    262
    
    Interaction with Percent Allocation
    262
  - Multiple Priority Queuing
    262
  - Multiple Skill Queuing
    262
  - Non-ACD Calls
    263
  - Redirect on no Answer (RONA)
    263
    
    Interaction with Service Level Supervisor
    263
    
    Timed ACW
    263
  - Uniform Call Distribution (UCD)
    263
  - VDN of Origin Announcement
    263
  - Vustats
    263
Administer Centrevu ® Advocate through Centrevu ® Supervisor

265
- Overview
  
  265
- Agent Administration
  
  266
  - Introduction
    266
  - Change Agent Skills Dialog Box
    266
    
    Review Agent Skills
    267
    
    Add Skills Per Agent
    267
    
    Delete Skills Per Agent
    268
    
    Administer Call Handling Preferences
    268
    
    Percent Allocation
    269
    
    Use an Agent Template
    270
    
    Assign Direct Agent Skill
    270
  - Multi-Agent Skill Change Dialog Box
    271
    
    Add Agents to Skill
    272
    
    Remove Agents from Skill
    273
    
    Move Agents between Skills
    274
    
    Move Agents between Skills Dialog Box
    275
- Call Center Administration
  
  276
  - Set Acceptable Service Levels
    276
    
    Split/Skill Call Profile Setup Dialog Box
    276
    
    Field Descriptions
    277
13 Centrevu Advocate Database Items and Calculations

279
- Overview
  
  279
- How Database Items and Calculations Are Presented
  
  280
  - Introduction
    280
  - Database Items
    280
    
    Sample Database Item Table
    280
  - Database Tables
    280
    
    Items in Different Tables
    280
    
    Items in Definitions
    280
  - Index Database Items
    281
  - Database Item Types
    281
    
    Historical and Real-Time Data
    281
  - Call-Based Data
    282
  - Interval-Based Data
    282
- New Tracking Items with Centrevu Advocate
  
  282
- Calculations
  
  283
  - Sample Dictionary Calculations Table
    284
- Database Terminology
  
  284
Database Table Names

285
- Introduction
  
  285
- Real-Time Table Names
  
  285
- Historical Database Tables
  
  285
- Interactions with Switch Features
  
  286
Split/Skill Database Items

287
- Introduction
  
  287
  - Type Column
    287
  - Real Time Database Items
    287
  - Historical Database Items
    287
  - Customizing Reports
    287
- Split/Skill Database Items
  
  288
  - Switch Cross-Reference for Split/Skill Database Items
    293
Introduction

294
- Type Column
  294
- Real-Time Database Items
  294
- Historical Database Items
  294
- Switch Cross-Reference for Agent Database Items
  296
- Agent Database Items
  
  294
Introduction

297
- Database Items
  297
- Agent Login/Logout Database Items
  
  297
Calculations

299
Reports-Specific Calculations

300

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Lucent Technologies CentreVu Advocate Release 8 Manuals

Lucent Technologies CentreVu Advocate Release 8 User Manual (338 pages)

Table of Contents

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