Administer CentreVu
®
Advocate on DEFINITY
®
ECS
CentreVu® Advocate Release 8 User Guide
Feature Interactions
11-25
Feature Interactions
11
Abandoned
Calls
11
An abandoned call may change the state of a skill that is over threshold.
That is, an abandoned call might cause a skill to drop from level 2 to level
1 or from level 1 to normal.
Add/Remove
Skill Via FAC
11
If
percent-allocation
is entered in the Call Handling Preference
field on the Agent Loginid form, the Add Skill and Remove Skill features
cannot be used. If you attempt to use the Add Skill or Remove Skill
features when Percent Allocation is enabled, the attempt will be denied
and you’ll hear intercept tone.
Agent Hold –
With and Without
Multiple Call
Handling
11
In calculating agents’ work time for occupancy and percentage
allocations, all time with one or more ACD calls on hold is included in the
calculation of an agent’s work time and occupancy regardless of whether
Multiple Call Handling is activated. With Multiple Call Handling, agents
can accrue work time in multiple skills simultaneously.
Agent
Login/Logout
11
The agent work time measurement used by Least Occupied Agent and
Percent Allocation is initialized to 0 when an agent logs in. If an agent
logs out during a shift and then logs back in, their measurements for work
time and occupancy will reset to 0.
Therefore, if an agent’s skill set is changed from CMS, using either the
Change Agent Skills or Multi-Agent Skill Change command, the agent will
be logged in with the new skill set and their work time and occupancy
measurements will be initialized to zero.
Agent Work
Modes
11
CentreVu Advocate features do not change the operation of agent work
modes.
A pending work mode change will not affect an agent’s work time or
occupancy.
