Administer CentreVu
®
Advocate on DEFINITY
®
ECS
CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor
11-24
If DA calls are administered to be selected first, they will be given
preference over any other skill call in normal, overload 1, and
overload 2 states. If DA calls are not administered to be selected
first, they will not be given preference in any of the skill states.
4. Press
to save your changes.
Skill Level
For each agent, set
their skill level for the
DA skill to a level
equal to the highest
skill level in the rest of
their assigned skills.
(For example: If an
agent’s highest
assigned skill level is
2, set their skill level
for the DA skill to 2 as
well.)
For each agent, set
their skill level for the
DA skill below their
highest assigned skill
level for other skills.
Percent Allocation
Enter Y in the Direct
Agent Calls First?
field on the Agent
Login ID form.
Enter N in the Direct
Agent Calls First?
field on the Agent
Login ID form.
If the call handling
preference is…
And you want to
give DA calls
preference…
And you do not
want to give DA
calls preference…
NOTE:
Enter
