Administer CentreVu
®
Advocate on DEFINITY
®
ECS
CentreVu® Advocate Release 8 User Guide
Administering Call Selection
11-6
Administering Call Selection
11
Overview
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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. This
section describes the features you can use to control call selection:
●
Call Selection Measurements
— Current Wait Time
— Predicted Wait Time
●
Service Level Supervisor
●
Call Handling Preferences
— greatest need
— skill level
— percent allocation
●
Service Objective
●
Direct Agent Calls First
Call Selection
Measurements
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DEFINITY ECS provides two call selection measurements: Current Wait
Time and Predicted Wait Time. When an agent becomes available
Current Wait Time selects the call that has currently waited the
longest.
Predicted Wait Time selects the call that will wait the longest if the
current agent does not answer it.
Predicted Wait Time is most useful when you need to balance wait times
between specialized skills with a few agents and one or more skills with
large staffs.
Before You Start
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These instructions assume you are using the System Administration
Terminal (SAT) or terminal emulation software to administer the switch.
To Administer Call
Selection
Measurements
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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.
Return
