Administer CentreVu
®
Advocate through CentreVu
®
Supervisor
CentreVu® Advocate Release 8 User Guide
Call Center Administration
12-13
Field Descriptions
0
Use the following table for existing split/skill Acceptable Service Level
administration. New splits/skills must be initially administered on the Hunt
Group form. If the information on the Split/Skill Call Profile Setup Dialog
Box is changed through
CentreVu Supervisor, it must also be changed on
the
DEFINITY forms. See Chapter 11, “Administer CentreVu
®
Advocate
on
DEFINITY
®
ECS” for more information.
Field
Use
Split(s)/Skill(s):
Enter the split or skill number(s) or name(s) (must be
previously assigned in the Dictionary subsystem) you are
searching for or modifying.
Acceptable service level:
(Required entry)
Enter the number of seconds that it is acceptable for an
ACD call to wait before connecting to an agent. This
acceptable service level must be the same as the service
level administered on the
DEFINITY ECS forms.
Service level increments
(seconds): (Required entry)
Enter a progressively greater number of seconds in each
“to” field. The seconds before and after each word “to”
define an increment in seconds of wait time. For
example,”0 to 5 to 10 to 25...” means 0-5, 6-10, and 11-
25, and so on. Each of the nine increments can vary in
length (for example, 0 to 15, 16 to 20, 21 to 26, 27 to 38,
39 to 43, and so on). Each increment represents a
progressively longer wait time for the call and is used for
both answered and abandoned calls.
