Call Center Solution: Automate Agent Moves
CentreVu® Advocate Release 8 User Guide
Implementation
6-6
12. Select OK on the Add Skills dialog box and select OK on the
Change Agent Skills dialog box to accept the assignment.
Options
6
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.
1. Using procedures in the Chapter 6, “Agent Administration,” of the
CentreVu
®
CMS R3V8 Administration document (585-210-910),
define an agent template with the skill profiles you wish to apply to a
group of agents.
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. Select the Agent Name(s)/Login ID(s) check box and enter up to
50 agents in the agent field or select up to 50 agents using the drop-
down list or Browse dialog box.
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.
Split/Skill Call
Profile Setup
Dialog Box
6
Use the Split/Skill Call Profile Setup dialog box to specify an acceptable
service level for calls to wait in queue before being answered and to
define the service level increments for splits/skills. The Split/Skill Call
Profile Setup dialog box is accessible from the Commands Controller
item, under Call Center Administration.
