Administer CentreVu
®
Advocate on DEFINITY
®
ECS
CentreVu® Advocate Release 8 User Guide
Administering Agent Selection
11-5
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.
●
N
sets up an idle-agent queue for each skill. When the EAD-
MIA or UCD-MIA agent selection method is used, the time
since an agent’s last ACD call in a given skill determines his or
her place in that skill’s idle agent queue.
4. Press
to save your changes.
To Include ACW in
the Calculation of
Agent Occupancy
11
1. At the command line prompt, type
change system-parameters
features
and press
.
The Feature-Related System Parameters form appears.
2. Go to page 8 of the System-Parameters Features form.
3. In the ACW Agents Considered Idle? field, enter one of the
following:
●
Y
means that agents’ time in ACW is counted as idle time.
●
N
means that agents’ time in ACW is counted as work time.
4. Press
to save your changes.
Enter
Return
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
Aux Work Reason Code Type: ____
Logout Reason Code Type: ____
CALL MANAGEMENT SYSTEM
Adjunct CMS Release: ____
ACD Login Identification Length: _
BCMS/VuStats Measurement Interval: ____
BCMS/VuStats Abandon Call Timer (seconds): ____
Validate BCMS/VuStats Login IDs? _
Clear VuStats Shift Data: ________
Enter
