Administer CentreVu
®
Advocate on DEFINITY
®
ECS
CentreVu® Advocate Release 8 User Guide
Administering Call Selection
11-7
3. In the Call Selection Measurement field, enter one of the following
options:
●
predicted-wait-time
●
current-wait-time
4. Press
to save your change.
Service Level
Supervisor
11
Service Level Supervisor automatically manages agents during periods
of peak load. Using criteria you supply, Service Level Supervisor can
change the priorities of agents logged into a specified skill and add
predefined reserve agents to the skill when Expected Wait Time exceeds
preset thresholds. When the skill is no longer in trouble, Service Level
Supervisor can reset the priorities of the agents normally assigned to the
skill and remove the reserve agents. Your call center automatically
adapts to changes in call volume without supervisor intervention, keeping
wait time (and thus abandonments) low for important customers.
Before You Start
11
Administering Hunt
Groups and Agent
Login IDs
11
●
New hunt groups and agent login IDs must be created on the
DEFINITY ECS System Administration Terminal (SAT) before they
can be administered for Service Level Supervisor. Acceptable
Service level must always be administered on
DEFINITY ECS.
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
