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Lucent Technologies CentreVu Advocate, User Manual

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Index 

CentreVu® 

Advocate Release 8 User Guide

IN-7

Planning Your Call Center

Agent Level Decisions

.  .  .  .  .  .  .  .  .  .  .  .  .  2-21

Agent Level Decisions Table

  .  .  .  .  .  .  .  .  .  2-22

Agent-Level Decisions

.  .  .  .  .  .  .  .  .  .  .  .  .  2-13

Introduction

  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  2-13

Organization Level Decisions

 .  .  .  .  .  .  .  .  .  2-17

Organization Level Decisions Table

.  .  .  .  .  .  2-17

Organization-Level Decisions

 .  .  .  .  .  .  .  .  .  2-13

Separate Organizations

 .  .  .  .  .  .  .  .  .  .  .  .  2-14

Skill Level Decisions

.  .  .  .  .  .  .  .  .  .  .  .  .  .  2-20

Skill Level Decisions Table

  .  .  .  .  .  .  .  .  .  .  2-20

Skill-Level Decisions

.  .  .  .  .  .  .  .  .  .  .  .  .  .  2-13

System Level Decisions

 .  .  .  .  .  .  .  .  .  .  .  .  2-14

System Level Decisions Table

.  .  .  .  .  .  .  .  .  2-15

Within an Organization

.  .  .  .  .  .  .  .  .  .  .  .  .  2-19

Predicted Wait Time

2-24

, 

2-25

, 

2-26

, 

2-29

, 

2-31

, 

2-33

, 

2-35

, 

2-36

, 

2-37

, 

GL-17

Administration

 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 1-6

Call Selection Method-Example

 .  .  .  .  .  .  .  .  . 1-6

Description

.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 1-6

PREFERENCE

 .  .  .  .  .  .  .   9-16

, 

10-5

, 

13-17

, 

13-19

Presentation

Administrative data

  .  .  .  .  .  .  .  .  .  .  .  .  .  .  13-3

Calculations

 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  13-5

Call-Based Data

 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  13-4

Cumulative data

 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  13-3

Inter-based data

 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  13-4

Status data

.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  13-3

Previous Interval

 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  GL-17

Primary Skill

  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  GL-17

Primary Window

  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  GL-17

psplit

  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  13-7

Q

Queue

  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  GL-17

QUEUED

 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  GL-17

R

R1ACTIVE_AGT

 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   13-22

R1AGINRIGN

.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 4-17

, 

6-13

R1AGINRING

.  .  .  .  .  .  .  .  .  .  .  .  6-18

, 

9-10

, 

13-13

R1AVAILABLE

 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   13-14

R1INACW

.  .  .  .  .  .  .  .  4-17

, 

6-13

, 

6-18

, 

9-10

, 

13-14

R1INAUX

 .  .  .  .  .  .  .  .  .  .  .  4-17

, 

6-13

, 

6-20

, 

13-14

R1ONACD

  .  .  .  .  .  .  .  4-17

, 

6-13

, 

6-18

, 

9-10

, 

13-14

R1OTHER

  .  .  .  .  .  .  .  .  .  .  .  .  .  4-17

, 

6-13

, 

13-14

R1STAFFED

6-17

, 

6-25

, 

6-26

, 

6-27

, 

6-28

, 

9-10

, 

13-14

R2ACTIVE_AGT

 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   13-22

R2AGINRING

.  .  .  .  .  .  4-18

, 

6-13

, 

6-19

, 

9-10

, 

13-14

R2AVAILABLE

 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   13-14

R2INACW

.  .  .  .  .  .  .  .  .  .  .  .  .  .  6-19

, 

9-10

, 

13-14

R2INAUX

 .  .  .  .  .  .  .  .  .  .  .  4-17

, 

6-13

, 

6-23

, 

13-14

R2ONACD

  .  .  .  .  .  .  .  4-18

, 

6-13

, 

6-19

, 

9-10

, 

13-14

R2OTHER

  .  .  .  .  .  .  .  .  .  .  .  .  .  4-17

, 

6-13

, 

13-14

R2STAFFED

6-17

, 

6-25

, 

6-26

, 

6-27

, 

6-28

, 

9-10

, 

13-14

Read Permission

  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . GL-17

Real-Time Database

  .  .  .  .  .  .  .  .  .  .  .  .  .  . GL-17

Real-Time Graphical Active Agents Report

.  .  .  . 6-14

Input Fields

.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-15

Report Description

 .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-16

Report Example

  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-16

Things to Know for CentreVu Advocate

  .  .  .  . 6-14

Real-Time Graphical Allocated Agents Report

 .  .   9-7

Input Fields

.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   9-8

Report Description

 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   9-9

Report Example

  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   9-9

Things to Know for CentreVu Advocate

  .  .  .  .   9-7

Real-Time Graphical Skill Overload Report

.  .  .  . 4-10

Input Fields

.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 4-11

Report Description

 .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 4-12

Report Example

  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 4-12

Things to Know for CentreVu Advocate

  .  .  .  . 4-10

Real-Time Graphical Staffing Profile Report

 4-13

, 

6-9

, 

8-8

Input Fields

.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .4-14

, 

6-10

Report Description

 .  .  .  .  .  .  .  .  .  .  .  .4-15

, 

6-11

Report Example

  .  .  .  .  .  .  .  .  .  .  .  .  .4-15

, 

6-11

Things to Know for CentreVu Advocate

  .  4-13

, 

6-9

Real-Time Queue/Agent Status Report

.  .  3-11

, 

5-11

, 

7-14

Report Description

 .  .  .  .  .  .  .  .  .  .  .  .3-12

, 

5-12

Report Example

  .  .  .  .  .  .  .  .  .  .  .  .  .3-12

, 

5-11

Things to Know for CentreVu Advocate

   .3-12

, 

5-11

Real-Time Reports

  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . GL-17

Real-Time Split/Skill Call Profile Report

.  .  .  . 5-9

, 

8-8

Example

  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   5-9

Report Description

 .  .  .  .  .  .  .  .  .  . 3-9

, 

5-10

, 

8-9

Report Example

  .  .  .  .  .  .  .  .  .  .  .  .  .  . 3-9

, 

8-8

Things to Know for CentreVu Advocate

3-8

, 

5-9

, 

8-8

Real-Time Split/Skill Report

.  .  .  .  .  .  .  .  .  .  .  .   7-7

Report Description

 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   7-8

Report Example

  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   7-8

Things to Know for CentreVu Advocate

  .  .  .  .   7-7

Redirect On No Answer

.  .  .  .  .  .  .  .  .  .  .  .  . GL-17

Refresh Rate

  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . GL-18

Related documents

 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  P-6

Remove Agents from Skill

.  .  .  .  .  .  .  .  .  .  .  .  . 12-9

Reserve Agent

  .  .  .  .  .  .  .  .  .  .  .  .  .  . 13-4

, 

GL-18

Reserve Agent Activation

 .  .  .  .  .  .  .  .  .  .  . 1-7

, 

2-8

Reserve Level

.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . GL-18

Reserve Skills

.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 2-21

Reserve1 Agents (active)

 .  .  .  .  .  .  .  .  .  .  .  .  . 9-10

Reserve1 Agents Staffed

 6-17

, 

6-25

, 

6-26

, 

6-27

, 

6-28

 .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 9-10

Reserve1 AUX Agents Report

  .  .  .  .  .  .  .  .  .  . 6-19

Report Description

 .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-20

Report Example

  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  . 6-20

Things to Know for CentreVu Advocate

  .  .  .  . 6-19

Reserve2 Agents (active)

 .  .  .  .  .  .  .  .  .  .  .  .  . 9-10

Reserve2 Agents Staffed

 6-17

, 

6-25

, 

6-26

, 

6-27

, 

6-28

Summary of Contents for CentreVu Advocate

Page 1: ...CentreVu Advocate Release 8 User Guide 585 210 927 Comcode 108502162 Issue 1 December 1999...

Page 2: ...ted to a recorded announcement that can be administered by the CPE user This equipment returns answer supervision signals on all DID calls for warded back to the public switched telephone network Perm...

Page 3: ...rview 1 1 Terminology 1 1 Agent and Call Selection 1 1 Call Selection Methods 1 2 Overview 1 2 Understanding Call Selection 1 2 Greatest Need 1 3 Administration 1 3 Skill Level 1 3 Administration 1 3...

Page 4: ...pied Agent 2 3 LOA and AUX Time 2 4 Agent Call Handling Table 2 4 Considerations 2 5 Direct Agent Calls 2 6 Top Skill 2 6 Service Level Supervisor 2 7 Thresholds 2 7 Reserve Agent Activation 2 8 Call...

Page 5: ...iew 3 1 CentreVu Advocate Features 3 1 Customer Example 3 1 Implementation 3 2 Agent Selection 3 2 Call Selection 3 2 Switch Administration 3 2 Customer Options 3 2 Hunt Group 3 2 CentreVu Supervisor...

Page 6: ...7 Field Descriptions 4 7 Verifying the Solution Through Reports 4 9 Reports 4 9 Additional Reports 4 9 Database Items and Calculations 4 9 Real Time Graphical Skill Overload Report 4 10 Things to Know...

Page 7: ...eports 5 8 Additional Reports 5 8 Additional Information 5 8 Database Items and Calculations 5 8 Real Time Split Skill Call Profile Report 5 9 Things to Know for CentreVu Advocate 5 9 Report Example 5...

Page 8: ...al Staffing Profile Report 6 9 Things to Know for CentreVu Advocate 6 9 Input Fields 6 10 Report Example 6 11 Report Description 6 11 Real Time Graphical Active Agents Report 6 14 Things to Know for C...

Page 9: ...ase Items and Calculations 7 7 Real Time Split Skill Report 7 7 Things to Know for CentreVu Advocate 7 7 Report Example 7 8 Report Description 7 8 Historical Split Skill Graphical ASA Report 7 9 Thing...

Page 10: ...8 10 Things to Know for CentreVu Advocate 8 10 Report Example 8 10 Report Description 8 11 Historical Split Skill Graphical Multi ACD Service Level Daily Report 8 12 Things to Know for CentreVu Advoc...

Page 11: ...nt Status Report 9 18 Things to Note 9 19 10 Call Center Solution Make Agent Idle Time More Uniform 10 1 Overview 10 1 CentreVu Advocate Feature 10 1 Customer Example 10 1 Implementation 10 2 Agent Se...

Page 12: ...ng Preferences 11 14 Service Objective 11 14 Call Handling Preferences and Service Objective 11 15 Setting Up Call Handling Preference 11 18 Feature Interactions 11 25 Abandoned Calls 11 25 Add Remove...

Page 13: ...s 12 3 Add Skills per Agent 12 3 Delete Skills per Agent 12 4 Administer Call Handling Preferences 12 4 Percent Allocation 12 5 Use an Agent Template 12 6 Assign Direct Agent Skill 12 6 Multi Agent Sk...

Page 14: ...eal Time Database Items 13 9 Historical Database Items 13 9 Customizing Reports 13 9 Split Skill Database Items 13 10 Switch Cross Reference for Split Skill Database Items 13 15 Agent Database Items 1...

Page 15: ...ementing business solutions through CentreVu Advocate Recommendations for which CentreVu Advocate features work well together Combining CentreVu Advocate solutions Creating new CentreVu Advocate call...

Page 16: ...implementation This chapter also includes information on what users need to know in order to implement custom call center solutions through CentreVu Advocate and includes a Table of Objectives pairing...

Page 17: ...gent and Predicted Wait Time components of CentreVu Advocate Chapter 8 Better Serve Selected Callers this call center business need is described along with the CMS and CentreVu Supervisor administrati...

Page 18: ...g CentreVu Advocate for agents and skills through CentreVu Supervisor Chapter 13 CentreVu Advocate Database Items and Calculations includes information on the database items and calculations that have...

Page 19: ...Version 8 Reports Designer 585 210 929 document for more information Courier font Designates an Informix table name For example the csplit table Also used for CMS administration for example the Agent...

Page 20: ...cate information is included in other standard Call Center documentation CentreVu CMS R3V8 Administration 585 210 910 CentreVu Supervisor Version 8 Reports 585 210 929 CentreVu Supervisor Version 8 In...

Page 21: ...ter terminology applicable to CentreVu Advocate see the Glossary in this document Agent and Call Selection1 There are two situations in which CentreVu Advocate features are used one or more agents ava...

Page 22: ...are options for selecting a skill to serve Once a skill is selected then the chosen call is always the highest priority oldest call in queue for that skill Understanding Call Selection 1 The componen...

Page 23: ...t Need is an EAS based call selection method that can be administered for an agent Greatest Need will select a skill for an agent based on the call at the highest priority whose wait time PWT or CWT f...

Page 24: ...w agent has initially logged in using the new call handling preference then that agent may have his or her call handling preference modified through CentreVu Supervisor Result 1 Percent Allocation is...

Page 25: ...selection method For a new agent new agent login ID Service Objective is set on the Agent Login ID form The Acceptable Service Level is administered on the ECS Hunt Group form The acceptable service...

Page 26: ...agent for only 15 more seconds Predicted Wait Time will select the call for the specialized skill first because its overall predicted wait time will be 120 seconds or two minutes The other call will...

Page 27: ...h a predicted wait time of 30 seconds and a threshold of 20 seconds that skill is at 150 of its assigned threshold If another skill has a top priority call with a predicted wait time of 100 seconds an...

Page 28: ...s always handle calls based on their assigned call handling preference When the overload threshold is exceeded for a skill standard agents continue with their primary tasks but will serve a skill to w...

Page 29: ...ll had many calls waiting in queue the occupancy for those agents increased significantly However since the agents in the smaller skill are now busy more often the service level for the smaller skill...

Page 30: ...y rather than position in an idle agent queue to determine which agent to select when a call arrives and one or more agents are available Agent Selection 1 Agent selection through Least Occupied Agent...

Page 31: ...re no agents with higher skill levels available UCD LOA 1 Uniform Call Distribution Least Occupied Agent UCD LOA is a variation on the LOA agent selection method that selects the least occupied agent...

Page 32: ...ot enabled an agent who is on an ACD call for another skill continues to move up the list of eligible agents for other skills Agents in ACW may or may not be in the eligible agent lists depending upon...

Page 33: ...ering agents within an organization Getting the Most From Your Call Center For Best Performance Matching Features to Goals Table Combining CentreVu Advocate Solutions to Meet Call Center Needs Busines...

Page 34: ...tered to an agent as follows 1 Greatest Need Greatest Need will select a skill for an agent based on the call at the highest priority that has been waiting in queue for a skill the longest the call wi...

Page 35: ...skills with 16 skill levels each Through CentreVu Advocate agents can also be assigned reserve skills with levels of 1 or 2 An agent is only activated on the reserve skills when those skills enter an...

Page 36: ...skill is chosen then the highest priority oldest call waiting is chosen The following table discusses skill selection The Extension Call is LOA in AUX ignores this time in Auto In Manual In with no AC...

Page 37: ...ling Preference without Service Objective Take the highest priority longest wait time call in queue Put the agent on MIA list by skill level Put the agent at the back of the MIA list The next agent se...

Page 38: ...ct Agent Calls is accomplished by dialing the login with the proper class of restriction COR settings that is both the caller trunk vector directory number VDN or station and the agent must have the d...

Page 39: ...kill is in the over threshold condition If you want to impact the percent within service level depending on the acceptable service level then set Threshold 1 approximately 5 10 seconds below the accep...

Page 40: ...igned call handling preference as long as the skills are in an under threshold state Once a standard or reserve skill or skills goes into an over threshold state agents who become available with this...

Page 41: ...much lower without impacting the overall efficiency of the call center This option can be used to improve the percent within service level for a skill in overload while protecting the service level o...

Page 42: ...ollowing considerations Typically both thresholds would be set above the acceptable service level First threshold consider all of the following From an agent perspective the first threshold is set at...

Page 43: ...maximum wait time you desire for any caller Because idle or reserve only agents are the only agents that immediately come to help in an emergency when call selection override is off this option may r...

Page 44: ...3 Take highest priority longest wait time call from all skills Take Skill 5 call Skill Level Agent Skill 1 L1 Skill 3 L2 Skill 5 L reserve2 Take Skill 1 call Take Skill 1 call Take Skill 5 call Perce...

Page 45: ...for a set of agents and skills that do not cross organizations Call Handling Preference Service Objective Hunt Group Type Service Level Supervisor Skill Level Decisions This table presents skill leve...

Page 46: ...ill have to wait if it is not handled right now Most Idle Agent Across Skills Y or N The system default for this option on the System Parameters Features is No N which allows the agent who is active o...

Page 47: ...tions that the results will work with against and is not used with and where the decision is administered Option Choice Expected Result Works With Works Against Not Used With Where Decided Call Select...

Page 48: ...l balance of workrelated time higher computed agent occupancy Call Selection Override ON agents are diverted from their primary tasks to assist a skill in an overload state Calls in a skill that is ov...

Page 49: ...t Percent Allocation will select a skill for an agent based on the skill that best matches an agent s administered percent for a skill Service Objective Y or N Yes Y will select a call that will help...

Page 50: ...rvisor Skill Level Calls are selected from skills based on skill level of agent and wait time EAD MIA EAD LOA Service Objective UCD MIA UCD LOA Percent Allocation Calls are selected based on best matc...

Page 51: ...lls and or organizations Additional decisions must be made for administering agents within an organization Once system level and organization level decisions have been made skill level decisions and a...

Page 52: ...organization The following table includes the decision that should be made the choices available the expected results the other call center solutions that the results will work with and is not used w...

Page 53: ...n the mix All standard skills have a skill level Reserve Skills Each agent may have administered reserve skills with reserve levels 1 or 2 Agents with reserve skills could be automatically brought in...

Page 54: ...ected Result Works With Works Against Not Used With Where Decided Skill Mix Up to 20 skills All solutions Agent Login ID form CentreVu Supervisor Skill Level Level 1 16 EAD MIA EAD LOA UCD MIA UCD LOA...

Page 55: ...election method to select the most qualified agent for the call Either of these methods would select the most available most qualified that is highest level agent in that skill to handle the call EAD...

Page 56: ...that identify an agent s level of expertise For agent selection use EAD MIA or EAD LOA EAS to select the most qualified agent available For call selection use the Skill Level Call handling preference...

Page 57: ...ride these allocations if the forecast on which the allocation is based is not accurate Treat All Agents the Same 2 In order to treat all agents the same in call distribution use UCD MIA or UCD LOA fo...

Page 58: ...nge the assigned agents call selection process to provide a higher level of service for a skill in trouble In addition the Predicted Wait Time CentreVu Advocate feature automatically gives preference...

Page 59: ...ling preference UCD LOA Service Level Supervisor Service Objective Greatest Need Percent Allocation Direct Agent Calls UCD MIA EAD MIA EAD LOA UCD LOA will distribute calls to the least occupied agent...

Page 60: ...ill Level call handling preference EAD MIA EAD LOA Service Level Supervisor Predicted Wait Time Service Objective Direct Agent Calls Top Skill Greatest Need Percent Allocation Skill Level is one type...

Page 61: ...ate solutionsEXCEPT Percent Allocation Percent Allocation Predicted Wait Time can be used to enhance any other call center solution with the exception of the Percent Allocation agent call handling pre...

Page 62: ...EAD LOA Service Level Supervisor Skill Level Predicted Wait Time Service Objective Greatest Need Percent Allocation Top skill is only used with Skill Level call handling preference to track agents th...

Page 63: ...ill levels will still have a higher overall occupancy If you do use the Most Idle Agent MIA agent selection method Lucent Technologies recommends that you measure MIA across splits or skills LOA is al...

Page 64: ...Selection methods Achieving business objectives Maximizing revenues Service Objective Minimize lost revenue due to abandoned calls by setting lower acceptable service levels for the highest revenue g...

Page 65: ...dicted Wait Time Predicted Wait Time PWT reduces abandonments by equalizing wait times With this feature DEFINITY ECS looks at how long calls are likely to wait in queue and selects calls in the order...

Page 66: ...t possible service Increasing agent satisfaction Percent Allocation Percent Allocation allows you to evenly distribute calls to a skill and to all the agents assigned to that skill To do this assign e...

Page 67: ...ce Objective allows you to preferentially select calls for your most important skills first even if those skills don t have the oldest calls Set a lower Acceptable Service Level ASL for crucial skills...

Page 68: ...elihood that callers will abandon UCD LOA or EAD LOA Least Occupied Agent LOA lowers the ASA across skills thus giving all callers better levels of service Controlling Percent in Service Level Equaliz...

Page 69: ...ter 4 Service Level Supervisor In the above example if there are a few agents administered with the e mail skill the reserve agents who normally handle voice calls could back up the e mail agents Givi...

Page 70: ...adapts to changes in call volume without supervisor intervention Control the amount of time agents spend in each of their skills Percent Allocation The Percent Allocation feature is designed to make a...

Page 71: ...OA Least Occupied Agent LOA distributes the work load more evenly among agents than the Most Idle Agent MIA method does LOA eliminates hot seat agents agents who spend more time on calls because they...

Page 72: ...Custom CentreVu Advocate Solutions CentreVu Advocate Release 8 User Guide Getting the Most from Your Call Center 2 40...

Page 73: ...ate Features 3 This chapter discusses the following CentreVu Advocate features Greatest Need call handling preference with Service Objective Expert Agent Distribution Least Occupied Agent EAD LOA Use...

Page 74: ...ll handling preference of Greatest Need with Service Objective Since Skill Level is used to identify an agent s ability to generate revenue within a skill and does not indicate a preference among skil...

Page 75: ...ster CentreVu Advocate on DEFINITY ECS for more information Existing agents can have this administered using the following procedure Change Agent Skills Dialog Box 3 On the Change Agent Skills form se...

Page 76: ...andling Preference Greatest Need 9 Select the Service Objective check box 10 Select Add Skills 11 Add the Exclusive Top Ten and Orders skills for the agent if appropriate 12 Set the agent s skill leve...

Page 77: ...he 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 P...

Page 78: ...ncrements 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...

Page 79: ...skill Reports 3 The results of implementing this solution can be seen in any of the Real Time Split Skill reports or the Historical Split Skill Reports The most relevant reports to this solution are l...

Page 80: ...l See the CentreVu Version 8 Reports document 585 210 929 for information on report input fields report generation and a full description of all report fields Things to Know for CentreVu Advocate3 The...

Page 81: ...at abandoned and the average speed of answer for each skill The database items used for the Split Skill Call Profile Report are stored in the csplit table Report Heading Description Database Item Calc...

Page 82: ...lled outbound predictive dialing for the Generic 2 2 switches with ASAI Gateway or the Generic 3 with ASAI only It does not include direct agent calls ABNCALLS Total ACD Calls The total number of ACD...

Page 83: ...nation and calls queued to more than one split skill and answered in another split skill For the Generic 3 switches it does not include direct agent calls 100 ACDCALLS CALLSOFFERED PERCENT_CALL_ANS To...

Page 84: ...that are most meaningful for CentreVu Advocate shown in boxes Report Description 3 The following table describes the report fields that are most meaningful for the Maximizing Revenues implementation...

Page 85: ...call has waited in queue or ringing at an agent voice terminal for each split skill in the report before being answered This does not include direct agent calls OLDESTCALL Direct Agent Calls Waiting...

Page 86: ...le splits skills and abandons from the queue only the primary split skill increments ABNCALLS Calls that are ringing at an agent s voice terminal and then abandon count as abandons for the split skill...

Page 87: ...ent before hanging up With this information you can determine the appropriate answering speed required to reduce abandoned calls Calls are displayed in ten columns with each column representing a prog...

Page 88: ...split daily wsplit weekly and msplit monthly tables Report Heading Description Database Item Calculation or Calculation Name Within Service Level The percentage of split skill ACD calls that were queu...

Page 89: ...report for the Exclusive Top Ten or Orders skill Report Example 3 The following report is an example of a Split Skill Graphical ASA report with the fields that are most meaningful for CentreVu Advocat...

Page 90: ...ction The database items for the Split Skill Graphical ASA report are stored in the cagent current interval and hsplit intrahour interval tables Report Heading Description Database Item Calculation or...

Page 91: ...ABNCALLS INCALLS Busy The percentage of calls to the VDN that are busy 100 BUSYCALLS INCALLS Flow Out The percentage of inbound calls on the VDN that are directed flowed out to other VDNs 100 OUTFLOWC...

Page 92: ...generating potential which could lead to agent burnout To avoid this consider giving more breaks to these agents If the number of agents in any skill is small using many revenue generating skill leve...

Page 93: ...es Greatest Need and Skill Level call handling preferences with Service Objective Uniform Call Distribution Least Occupied Agent UCD LOA Reserve agents with Service Level Supervisor Use the CentreVu S...

Page 94: ...Fax 2 2 hours Voice calls 65 seconds Video calls 25 seconds A few agents are dedicated to the e mail and fax skills Many more reserve agents are assigned to these two skills and only assist on the ski...

Page 95: ...the highest percentage of the acceptable service level The following acceptable service levels are administered E mail skill 2 75 hours Fax skill 2 hours Voice Calls skill 60 seconds Video Calls skill...

Page 96: ...on 4 Agents need to have their call handling preferences set to Greatest Need or Skill Level with Service Objective and then need to be assigned to the skills E mail Fax Voice Calls and Video Calls ba...

Page 97: ...og box 8 Select Call Handling Preference Greatest Need or Call Handling Preference Skill Level 9 Select the Service Objective check box 10 Select Add Skills The Add Agent Skills dialog box will displa...

Page 98: ...as exceeded its administered threshold 6 Select OK to accept the assignment in both the Add Agent Skills and Change Agent Skills dialog boxes Options 4 If you have several agents that need to have the...

Page 99: ...s The Split Skill Call Profile Setup dialog box is accessible from the Commands controller item under Call Center Administration Field Descriptions 4 Use the following table for existing split skill A...

Page 100: ...nnecting to an agent This must be the same as the setting on the DEFINITY forms Service level increments seconds Required entry Enter a progressively greater number of seconds in each to field The sec...

Page 101: ...cal Skill Overload Report Integrated Graphical Skill Overload Report Historical VDN Report Historical Agent Summary Report Historical Agent Group Summary Report Additional Reports 4 Additionally the s...

Page 102: ...rmats window of Tools Options This report has two sections a vertical bar chart and a rolling line chart The vertical bar chart consists of A vertical bar for each skill input for the report showing t...

Page 103: ...ber s for which you want to run the report You can enter a skill name only if the name has been defined in the Dictionary Refresh Every Seconds Enter the number of seconds 3 to 600 to specify how rapi...

Page 104: ...Graphical Skill Overload report Report Description 4 The following table describes the report fields Report Heading Description Database Item Calculation Table Name Skill State The current state of t...

Page 105: ...o see how many agents are active in Other or in auxiliary work AUX This report will also show the supervisor what type of agents are in those fields This report has four charts with the following info...

Page 106: ...tionary Refresh Every Seconds Enter the number of seconds 3 to 600 to specify how rapidly CentreVu CMS should update the report data The default for the Refresh Every Seconds field in this window is y...

Page 107: ...le report Report Description 4 The following table describes the report fields Report Heading Description Database Item Calculation Table Name Split Skill The name or number of the skill up to 20 char...

Page 108: ...D calls ringing For Generic 3 while in Auto in or Manual in mode the agent put any call on hold and has performed no further action the agent is on a direct agent call or in ACW for a direct agent cal...

Page 109: ...flex agents in ACW plus the number of flex agents with this skill that have an ACD call ringing FONACD FINACW FAGINRING Reserve1 Agents AUX The number of reserve1 agents in AUX Requires DEFINITY ECS R...

Page 110: ...rsion The database items for the Graphical Skill Overload report are stored in the hsplit intrahour interval table This report displays a horizontal bar chart with a horizontal bar for each skill If y...

Page 111: ...ring each CMS session Supervisor recalls the items you have selected for each input field You can use the pull down list to select an item for the input field Use the Browse button to view all availab...

Page 112: ...period covered by the report Report Heading Description Database Item Calculation or Calculation Name Date The day for which the report was run selected in the report input window ROW_DATE Split Skil...

Page 113: ...put window You must fill in the fields to run the report Field Description Skills Enter the appropriate skill name s Any name you want to appear on the report must have been previously defined and ent...

Page 114: ...k this box to turn on the thresholds for the report Run Minimized Check this box to minimize the report Field Description Report Heading Description Database Item Calculation or Calculation Name Skill...

Page 115: ...rt Graphical Skill Status Report Graphical Split Skill Queue Report Graphical Top Skill Status Report Skill Status Report Skill Top Agent Report Split Skill Report Split Skill Top Agent Status Report...

Page 116: ...The percentage of calls to the VDN that are busy 100 BUSYCALLS INCALLS Flow Out The percentage of inbound calls on the VDN that are directed flowed out to other VDNs 100 OUTFLOWCALLS INCALLS Report H...

Page 117: ...ased time in overload state in the reports you may need to train or hire additional agents for that skill With call Selection Override off standard skill level agents do not change their priorities wh...

Page 118: ...Call Center Solution Handle Any Media CentreVu Advocate Release 8 User Guide Things to Note 4 26...

Page 119: ...lers The ticketing service handles ticketing for local concerts classical popular artists and special events Many callers for the Classical skill are abandoning before they reach an agent because the...

Page 120: ...e the abandons per skill Once the ASA is determined the thresholds can be set below the average time to abandon on each skill and above the acceptable service level Call Selection 5 There are two call...

Page 121: ...Expert Agent Selection EAS must be set to Y Features 5 On the System Parameters Features form set the following fields Call Selection Measurement set to predicted wait time Service Level Supervisor C...

Page 122: ...Box 5 On the Change Agent Skills dialog box set an agent s call handling preference to Greatest Need with Service Objective To administer an agent s call handling preference use the following steps 1...

Page 123: ...l assign a skill level of 1 for that skill If an agent is to have the skill as a reserve skill the agent is not assigned to Classical as a top skill select the reserve level 1 or 2 13 Select OK to acc...

Page 124: ...ach agent request Split Skill Call Profile Setup Dialog Box 5 Use the Split Skill Call Profile Setup dialog box to specify an acceptable service level for calls to wait in queue before being answered...

Page 125: ...ds 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 exampl...

Page 126: ...s Report Historical Split Skill Call Profile Report Historical Graphical ASA Report Historical Graphical Busy Abandon Disconnect Comparison Report new report in Release 8 CentreVu Supervisor Integrate...

Page 127: ...tems are specific information you will need to run this report for CentreVu Advocate Split Skill Fill in the Split Skill input field with a name or number for which you want to run the report You can...

Page 128: ...ll 100 ACCEPTABLE CALLSOFFERED PERCENT_SERV_LVL_SPL ACD Calls This is the number of calls that were sent to the split skill that were answered by an agent within each increment This includes outbound...

Page 129: ...ictionary subsystem Using the call center example in this chapter this report may be run for the Classical Popular Artists or Special Events skill Report Example 5 The following report is an example o...

Page 130: ...take a call The database items used for the Queue Agent Status report are stored in csplit and cagent tables Report Heading Description Database Item Calculation or Calculation Name Skill State Curren...

Page 131: ...an agent s voice terminal and then abandon count as abandons for the split skill for which they were ringing ABNCALLS Agents Staffed The total number of agents logged into each split skill STAFFED Ag...

Page 132: ...doned calls Calls are displayed in ten columns with each column representing a progressively longer wait time The Split Skill Call Profile report is available in daily weekly and monthly versions See...

Page 133: ...The number of split skill ACD calls that abandoned within each service level increment ABNCALLS1 10 ACD Calls The number of split skill ACD calls that were queued to this split skill and answered by...

Page 134: ...tionary subsystem Report Example 5 The following report is an example of a Split Skill Graphical ASA report with the fields that are most meaningful for CentreVu Advocate in boxes Aban Calls The numbe...

Page 135: ...d of answer for the skill in the report The database items for the Split Skill Graphical ASA report are stored in the cagent current interval and hsplit intrahour interval tables Report Heading Descri...

Page 136: ...generation and a full description of all report fields and changing chart type Things to Know for CentreVu Advocate5 For CentreVu Advocate enter the name s or number s of the VDN s you want included i...

Page 137: ...l agents should be trained for this specialty skill Report Heading Description Database Item Calculation or Calculation Name ACD The name of the ACD selected for the report ACD VDN The name or number...

Page 138: ...Call Center Solution Minimize Abandoned Calls CentreVu Advocate Release 8 User Guide Things to Note 5 20...

Page 139: ...vice calls for a major credit card company There are three skills set up one each for Platinum cards Gold cards and Regular cards Although more calls are received throughout the business day on Regula...

Page 140: ...Supervisor to determine when to bring in reserve agents for a skill As the Level 1 threshold is reached agents with a skill level of reserve1 for that skill start receiving calls As the Platinum skil...

Page 141: ...ts and Modified Reports in this chapter Customer Options 6 On the System Parameters Customer Options form set the following fields CentreVu Advocate must be set to Y Expert Agent Selection EAS must be...

Page 142: ...e Change Agent Skills dialog box shown below set an agent s call handling preference with Service Objective To administer an agent s call handling preference use the following steps 1 Select Commands...

Page 143: ...el skill set that skill level to 1 and the Gold skill to a lower level such as 3 Assign these agents to the Regular skill as reserve 2 R2 b For those agents who have the Gold skill as their highest le...

Page 144: ...e Select Agent Template dialog box The Change Agent Skills dialog box will display with the skill profiles for that template displayed 3 Select the Agent Name s Login ID s check box and enter up to 50...

Page 145: ...f seconds that it is acceptable for an ACD call to wait before connecting to an agent Service level increments seconds Required entry Enter a progressively greater number of seconds in each to field T...

Page 146: ...should look at reports that have comparable call and staff volume before and after implementation to determine that the solution is working When generating any report select a day or interval when th...

Page 147: ...tions for CentreVu Advocate along with modified existing database items are described in Chapter 13 CentreVu Advocate Database Items and Calculations Existing database items and calculations are descr...

Page 148: ...Staffing Profile report input window You must fill in the report input window to run the report Item Description Split Skill Fill in the Skill input name or number for which you want to run the report...

Page 149: ...file report Report Description 6 The following table describes the report fields Report Heading Description Database Item Calculation Table Name Split Skill The name or number of the skill up to 20 ch...

Page 150: ...agent is dialing to place a call or to activate a feature an extension call or a direct agent ACD call is ringing with no other activity For Generic 3 EAS with multiple call handling agents are availa...

Page 151: ...OTHER state Requires DEFINITY ECS R6 or later with CentreVu Advocate R1OTHER Reserve1 Agents Active The number of reserve1 agents on ACD calls plus the number of reserve1 agents in ACW plus the number...

Page 152: ...number of each of those categories of agents who are active for the skill This report consists of two charts as well as individual data items and field labels This report has a two dimensional bar ch...

Page 153: ...Dictionary Refresh Every Seconds Enter the number of seconds 3 to 600 to specify how rapidly CentreVu CMS should update the report data The default for the Refresh Every Seconds field in this window i...

Page 154: ...er of top agents that are staffed in SPLIT Available with Generic 3 and Generic 2 2 switches with the EAS feature However top database items are significant only for Generic 3 switches and the ECS wit...

Page 155: ...DEFINITY ECS R6 or later with CentreVu Advocate R1STAFFED Reserve2 Agents Staffed The number of agents staffing this skill as reserve2 Requires DEFINITY ECS R6 or later with CentreVu Advocate R2STAFF...

Page 156: ...ts log in before the CentreVu CMS is notified of the agent s work state Available with Generic 3 and Generic 2 2 switches with the EAS feature However top database items are only significant for Gener...

Page 157: ...drilling down to this report from the AUX work state of Reserve1 agents or R1INAUX Call center managers can use this report to see the Reserve1 agents in each AUX work state for a specified skill For...

Page 158: ...ion Table Name Skill The name or number of the skill up to 20 characters that is selected for this report syn SPLIT Reserve1 Agents in AUX The number of reserve1 agents in AUX Requires DEFINITY ECS R6...

Page 159: ...with the ACD call NOTE WORKSKILL differs from WORKSPLIT only in the case that the agent is available In this case WORKSKILL will be blank and WORKSPLIT will contain one of the skills in which the agen...

Page 160: ...to this report from the AUX work state of Reserve1 agents or R2INAUX Call center managers can use this report to see the Reserve2 agents in each AUX work state for a specified skill For each agent th...

Page 161: ...le Name Skill The name or number of the skill up to 20 characters that is selected for this report syn SPLIT Reserve2 Agents in AUX The number of reserve2 agents in AUX Requires DEFINITY ECS R6 or lat...

Page 162: ...with the ACD call NOTE WORKSKILL differs from WORKSPLIT only in the case that the agent is available In this case WORKSKILL will be blank and WORKSPLIT will contain one of the skills in which the agen...

Page 163: ...goes from AUX to AUXOUT to AUX AGTIME continues without resetting AGTIME Report Heading Description Database Item Calculation Table Name Report Heading Description Database Item Calculation or Calcul...

Page 164: ...State Current state of this skill compared to the administered thresholds Requires ECS R6 or later with CentreVu Advocate syn SKSTATE Flex Agents Staffed Number of agents who are staffing the skill bu...

Page 165: ...Advocate syn SKSTATE Flex Agents Staffed Number of agents who are staffing the skill but are neither top or reserve agents Requires ECS R6 or later with CentreVu Advocate FSTAFFED Reserve1 Agents Staf...

Page 166: ...r with CentreVu Advocate R1STAFFED Reserve2 Agents Staffed Number of agents staffing this skill as reserve2 Requires ECS R6 or later with CentreVu Advocate R2STAFFED Report Heading Description Databas...

Page 167: ...r fields on this report may be used to verify the solution in this chapter for example the agent work state fields and Agents Staffed Report Heading Description Database Item Calculation Table Name Sk...

Page 168: ...fore assigning skills Reserve agents will only be activated on a skill once it exceeds its administered threshold s If the number of agents in a skill is small a large number of high skill levels will...

Page 169: ...te Features 7 This chapter discusses the following CentreVu Advocate features Predicted Wait Time Least Occupied Agent LOA Use the CentreVu Supervisor reports presented in this chapter to verify that...

Page 170: ...ed with Uniform Call Distribution Least Occupied Agent UCD LOA UCD LOA distributes the work load across all skills giving all callers a comparable level of service and call answer time Option B Agent...

Page 171: ...er EAD LOA Option B or UCD LOA Option A in the Group Type field On page 2 enter the time in seconds in which you expect calls for a skill to be answered in the Expected Call Handling Time sec field Ce...

Page 172: ...id will display on the dialog box 8 Select Call Handling Preference Greatest Need 9 Select Add Skills 10 Alternately Option B you can add skills for the agent based on the agent s expertise The Assign...

Page 173: ...ox will display with the skill profiles for that template displayed 3 Select the Agent Name s Login ID s check box and enter up to 50 agents in the agent field or select up to 50 agents using the drop...

Page 174: ...ting this solution can be seen by comparing ASA and agent occupancy in Real Time and Historical reports The most relevant reports to this solution are listed here Real Time Split Skill Report Historic...

Page 175: ...and Calculations Existing database items and calculations are described in the CentreVu CMS R3V8 Database Items and Calculations 585 210 939 document Real Time Split Skill Report7 The Split Skill rep...

Page 176: ...ically the Avg Speed Ans field will demonstrate the results of this solution Report Heading Description Database Item Calculation or Calculation Name Splits Skill The name or number of the split s ski...

Page 177: ...7 For CentreVu Advocate enter the name s or number s of the split s skill s you want included in the report You can enter a name only if it has been previously defined in the Dictionary subsystem Olde...

Page 178: ...average speed of answer for the skill in the report You can use this information to compare average speed of answer in specific skills for example Exclusive Top Ten or Orders and take the appropriate...

Page 179: ...the CentreVu Supervisor Version 8 Reports document 585 210 929 for information on report input fields report generation and a full description of all report fields Things to Know for CentreVu Advocat...

Page 180: ...or more ACDs for each day selected You can compare the same skill in different ACDs and use the information to determine which ACD has the longest delay in answering calls See the CentreVu Supervisor...

Page 181: ...the maximum delay for the skill across ACDs The database items for the System Graphical Maximum Delay report are stored in the dsplit daily tables Report Heading Description Database Item Calculation...

Page 182: ...following fields Report Heading Description Database Item Calculation or Calculation Name Skill State The current State of the skill compared to the administered thresholds syn SKSTATE Report Heading...

Page 183: ...ion B agent occupancy for those agents with many skills should drop after implementation while agents with one skill should have the highest occupancy Monitor these agents for burnout Set a new agent...

Page 184: ...Call Center Solution Make Average Speed of Answer More Uniform CentreVu Advocate Release 8 User Guide Things to Note 7 16...

Page 185: ...rence with Service Objective Expert Agent Distribution Least Occupied Agent EAD LOA Use the CentreVu Supervisor reports presented in this chapter to verify that CentreVu Advocate is working Customer E...

Page 186: ...A subset of agents are assigned to the Exclusive skill Call Selection 8 Agents are assigned a call handling preference of Skill Level with Service Objective The Service Objective for the Exclusive ski...

Page 187: ...se New Agents must have this administered on the DEFINITY ECS forms see Chapter 11 Administer CentreVu Advocate on DEFINITY ECS for more information Existing agents can have this administered using th...

Page 188: ...f you have several agents that need to have the same assigned skills and skill levels use the Agent Template options on the Change Agent Skills form to use the information for another agent 1 Using pr...

Page 189: ...ls to wait in queue before being answered and to define the service level increments for splits skills The Split Skill Call Profile Setup dialog box is accessible from the Commands Controller item und...

Page 190: ...ble service level will be used in determining level 1 and level 2 thresholds for the skill when using Service Level Supervisor Service level increments seconds Required entry Enter a progressively gre...

Page 191: ...torical Split Skill Call Profile Report Historical Split Skill Graphical Multi ACD Service Level Daily Report new with Release 8 CentreVu Supervisor Additional Reports 8 The following reports have bee...

Page 192: ...ingful See the CentreVu Supervisor Version 8 Reports document 585 210 929 for information on report input fields report generation and a full description of all report fields Things to Know for Centre...

Page 193: ...orced busy calls forced disconnect calls calls redirected to another destination and calls queued to more than one split skill and answered in another split skill This field should display similar val...

Page 194: ...equired to reduce abandoned calls Calls are displayed in ten columns with each column representing a progressively longer wait time The Split Skill Call Profile report is available in daily weekly and...

Page 195: ...of split skill ACD calls that were queued to this split skill and answered within your administered service level 100 ACCEPTABLE CALLSOFFERED PERCENT_SERV_LVL_SPL ACD Calls The number of split skill...

Page 196: ...erformance Reassign agents as needed Perform other ACD configuration alternatives for balancing workloads and or reducing abandoned calls See the CentreVu Supervisor R8 Reports 585 210 929 document fo...

Page 197: ...alculation Name ACD The ACD s selected for the report ACD Split Skill The skill selected for the report syn SPLIT Date The date for which the report was run ROW_DATE Percentage The percent of calls to...

Page 198: ...esholds Requires ECS R6 or later with CentreVu Advocate syn SKSTATE Role The Agent s service role for this SPLIT as defined in the Dictionary Requires DEFINTIY ECS R6 or later with CentreVu Advocate s...

Page 199: ...in the larger Orders skill may experience longer wait times than callers in the smaller more important Exclusive and Top Ten skills The benefits of giving better service to smaller higher revenue cal...

Page 200: ...Call Center Solution Better Serve Selected Callers CentreVu Advocate Release 8 User Guide Things to Note 8 16...

Page 201: ...cation call handling preference Service Level Supervisor Use the CentreVu Supervisor reports presented in this chapter to verify that CentreVu Advocate is working Customer Example 9 A travel agency ca...

Page 202: ...cceptable service level Call Selection 9 Agents are given a call handling preference of Percent Allocation Percent Allocation controls agent time in skill by selecting a mix of calls for each agent th...

Page 203: ...ield must be set to UCD LOA If Service Level Supervisor is to be enabled continue with the following administration On page 2 enter Y in the Service Level Supervisor field and set the Thresholds to a...

Page 204: ...ent Skills on the Operations tab 5 Select OK The Select Agent Template dialog box will display 6 Select an agent by entering the agent s name in the text box using the drop down history list or using...

Page 205: ...210 910 define an agent template with the skill profiles you wish to apply to a group of agents 2 Select the agent template in the Select Agent Template dialog box The Change Agent Skills dialog box w...

Page 206: ...nt Graphical Information Report Real Time Agent Information Report You may also use the Real Time Queue Agent Summary Report to display a summary of agent activity for the administered skills Addition...

Page 207: ...d skill This report will also show the number of Standard Reserve1 and Reserve2 agents staffed and the number of each of those categories of agents who are active for the skill The Call Center manager...

Page 208: ...the Dictionary Refresh Every Seconds Enter the number of seconds 3 to 600 to specify how rapidly CentreVu CMS should update the report data The default for the Refresh Every Seconds field in this win...

Page 209: ...ent state of the skill compared to the administered thresholds Requires DEFINITY ECS R6 or later with CentreVu Advocate syn SKSTATE Total Agents Active The current number of POSITIONS that are on inbo...

Page 210: ...ging ONACD INACW AGINRING R1ONACD R1INACW R1AGINRING R2ONACD R2INACW R2AGINRING Standard Agents staffed The current number of POSITIONS that are staffed logged in minus the number of agents staffing t...

Page 211: ...t activated then the fields on the report that pertain to CentreVu Advocate will not populate This report is accessed from the historical folder of the report selector window via the Split Skill categ...

Page 212: ...ned in Dictionary Refresh Every Seconds Enter the number of seconds 3 to 600 to specify how rapidly CentreVu CMS should update the report data The default for the Refresh Every Seconds field in this w...

Page 213: ...itions Staffed report Report Description 9 The following table describes the report fields Report Heading Description Database Item Calculation or Calculation Name Skill The name or number of the skil...

Page 214: ...hours Things to Know For CentreVu Advocate9 Supervisors can use this report to access further information on one particular agent without having to execute several steps and several different reports...

Page 215: ...he elapsed time since the last agent WORKMODE change for any split skill This item is not reset if the DIRECTION changes but WORKMODE remains the same For example if the agent goes from AUX to AUXOUT...

Page 216: ...clude ACD calls placed by an adjunct outbound predictive dialing Generic 2 2 switches with ASAI Gateway or Generic switches with ASAI only sum ACDCALLS Login Time The time of the day that the agent lo...

Page 217: ...The following table describes the new and modified report fields Percent Agents s percent allocation for this SPLIT Requires DEFINITY ECS R6 or later with CentreVu Advocate PERCENT Report Heading Des...

Page 218: ...on Table Name Report Heading Description Database Item Calculation or Calculation Name Skill State Current state of this skill compared to the administered thresholds Requires ECS R6 or later with Cen...

Page 219: ...work load only if percentages are administered the same for all agents Actual work time will not equal the assigned percentages unless calls are waiting in all queues each time the agent becomes avai...

Page 220: ...Call Center Solution Control Agent Time in Skill CentreVu Advocate Release 8 User Guide Things to Note 9 20...

Page 221: ...chapter to verify that CentreVu Advocate is working Customer Example 10 The travel agency call center discussed in Chapter 9 Control Agent Time in Skill has 20 agents and four skills For this example...

Page 222: ...ve more calls to agents with more skills hot seat emulation Call Selection 10 Agents may be assigned any call handling preference All agents within a skill should have the same call handling preferenc...

Page 223: ...center solution Real Time Graphical Agent Information Report Real Time Split Skill Graphical Status Report Real Time Queue Top Agent Status Report Real Time Queue Agent Status Report Real Time Split...

Page 224: ...8 Reports document 585 210 929 They are summarized as they relate to CentreVu Advocate in this chapter See the Reports document for more information on Real Time and Historical reports In addition an...

Page 225: ...he TOPSKILL of an agent will be 0 except when PREFERENCE is a skill level LVL This means that an agent will not have a top skill or be counted in any split table TOPSKILL items if their call handling...

Page 226: ...ve skill This WORKSKLEVEL applies to WORKSKILL syn WORKSKLEVEL Report Heading Description Database Item Calculation Table Name Report Heading Description Database Item Calculation or Calculation Name...

Page 227: ...Role The Agent s service role for this SPLIT as defined in the Dictionary Requires DEFINITY ECS R6 or later with CentreVu Advocate syn ROLE Percent The Agent s percent allocation for this SPLIT Requi...

Page 228: ...her a skill level 1 16 for a normal skill or a reserve level 1 or 2 for a reserve skill This WORKSKLEVEL applies to WORKSKILL syn WORKSKLEVEL Top Agents Staffed The current number of top agents that a...

Page 229: ...neither top or reserve agents Requires ECS R6 or later with CentreVu Advocate FSTAFFED Reserve1 Agents Staffed Number of agents staffing this skill as reserve1 Requires ECS R6 or later with CentreVu A...

Page 230: ...INGTIME I_ACDTIME I_ACDOTHERTIME I_ACDAUX_OUTTIME I_ACDAUXINTIME I_ACWTIME sum TI_STAFFTIME TI_AUXTIME I_ACDAUX_OUTTIME I_ACDAUXINTIME Agent Group Occup w o ACW Agent group occupancy displayed as a pe...

Page 231: ...s table describes the fields of the report Report Heading Description Database Item Calculation Table Name Skill State Current State of this skill compared to the administered thresholds Requires ECS...

Page 232: ...ore calls to agents with more skills resulting in a higher occupancy for those agents Because LOA gives agents with more skills more idle time over current methods ASA is improved This is because the...

Page 233: ...Time can only be administered on DEFINITY software This chapter presents step by step instructions for administering all the CentreVu Advocate features on DEFINITY ECS through the SAT or a terminal e...

Page 234: ...FINITY ECS will select Uniform Call Distribution Most Idle Agent UCD MIA The available agent who has been idle the longest since their last ACD call Uniform Call Distribution Least Occupied Agent UCD...

Page 235: ...agent selection methods on DEFINITY ECS These instructions assume you are using the System Administration Terminal SAT or terminal emulation software to administer the switch To Administer an Agent Se...

Page 236: ...who has been idle the longest since their last call compared to other available agents with the same skill level EAD LOA Selects the available agent with the highest skill level and the lowest percen...

Page 237: ...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 3 In the ACW Agents Considered Idle fi...

Page 238: ...surements 11 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 waite...

Page 239: ...ges 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 gro...

Page 240: ...allocations cannot be assigned to reserve skills For a complete list of feature interactions on DEFINITY ECS see Feature Interactions Recommended Initial EWT Setting 11 For your first implementation o...

Page 241: ...s a Level 2 threshold of 60 seconds and an average call handling time of 180 seconds The formula would look like this You would not want to assign more than 2 Level 1 reserve agents to this skill If y...

Page 242: ...ice Level Supervisor a Which skills will use Service Level Supervisor b What EWT will you set as the Level 1 threshold What EWT will you set as the Level 2 threshold c Which reserve agents will become...

Page 243: ...changes 6 At the command line prompt of your SAT or terminal emulator type change hunt group xxx and press xxx is the number of a skill on which you want to activate Service Level Supervisor The Hunt...

Page 244: ...ve agents stations set to the default and control auto answer for the agents from the Auto Answer field on the Agent LoginID form When EAS is optioned agents auto answer setting overrides the setting...

Page 245: ...ocate Release 8 User Guide Worksheet for Service Level Supervisor 11 13 Worksheet for Service Level Supervisor11 Complete one worksheet for each skill Skill Number _____ Level 1 Threshold _____ Level...

Page 246: ...the Service Objective feature When Service Objective is enabled DEFINITY ECS selects calls for agents according to the ratio of Predicted Wait Time or Current Wait Time to the administered Acceptable...

Page 247: ...ents are available When a new call arrives it is delivered to the available agent who Call Selection Agents are not available and calls are in queue When an agent becomes available the switch picks th...

Page 248: ...with calls in queue and has the oldest highest priority call Skill Level with Service Objective Is the agent s highest level skill with calls in queue and has the highest priority call with the longe...

Page 249: ...the agent s highest level skill with calls in queue and has the oldest highest priority call Skill Level with Service Objective Is the agent s highest level skill with calls in queue and has the highe...

Page 250: ...e since login for that skill Has the oldest highest priority call Greatest Need with Service Objective Has the highest priority call with the longest wait time in comparison to the skill s Acceptable...

Page 251: ...iving all agents in a skill and an organization the same Call Handling Preference If you use the Service Objective feature set the Acceptable Service Level for your most important skills lower than fo...

Page 252: ...rompt of your SAT or terminal emulator type change hunt group xxx and press xxx is the number of a skill on which you want to activate Service Objective change agent loginID xxxxx Page 1 of 1 AGENT LO...

Page 253: ...eshold sec ___ Adjunct Link Extension ____ Multiple Call Handling ___________ Redirect on No Answer rings ___ Redirect to VDN _____ Forced Entry of Stroke Counts or Call Work Codes _ Enter Return chan...

Page 254: ...ocation will control the selection of Direct Agent calls just as it controls the selection of other ACD calls If Direct Agent calls represent a significant portion roughly 33 or higher of an agent s w...

Page 255: ...me for Messaging _______ Security Code ____ LoginID for ISDN Display _ Direct Agent Skill ___ Password _________ Call Handling Preference ___________ Password enter again _________ Direct Agent Calls...

Page 256: ...nt 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 l...

Page 257: ...entage 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 Multi...

Page 258: ...uto Available agent cannot be administered with a reserve skill Basic Call Management System BCMS 11 No existing BCMS reports or measurements are modified by these features No new BCMS reports or meas...

Page 259: ...l time with one or more ACD calls on hold as a result of initiating a conference or transfer will be included in the calculation of an agent s work time and occupancy Direct Agent Calls 11 Agents rece...

Page 260: ...kills are over threshold Lucent recommends that you do not use the Service Level Supervisor feature with a direct agent skill Interaction with Least Occupied Agent 11 All an agent s time on a direct a...

Page 261: ...nd Service Objective The Most Idle Agent MIA and Least Occupied Agent LOA agent selection methods are mutually exclusive Move Agent While Staffed 11 All existing restrictions for example removing an a...

Page 262: ...affects call selection using the Percent Allocation feature Double counting does not occur with Least Occupied Agent since agents time is not tracked by skill Multiple Priority Queuing 11 Queue priori...

Page 263: ...nd such calls may be routed to reserve agents Timed ACW 11 If the ACW Agents Considered Idle option is not set Timed ACW time is included in the calculation of an agent s work time for Least Occupied...

Page 264: ...Administer CentreVu Advocate on DEFINITY ECS CentreVu Advocate Release 8 User Guide Feature Interactions 11 32...

Page 265: ...istration Change Agent Skills Dialog Box Get Agent Skills Add Skills per Agent Delete Skills per Agent Administer Call Handling Preferences Greatest Need Service Objective Skill Level Service Objectiv...

Page 266: ...ITY ECS New agent login IDs must be initially administered on the DEFINITY and then the agent must log in for the changes to take effect Agents are administered in CentreVu Supervisor using either the...

Page 267: ...p down history list or using the history button 7 Select OK The Change Agent Skills dialog box will display with the selected agent s information Review Agent Skills0 On the Change Agent Skills dialog...

Page 268: ...cent Allocation can be administered in conjunction with Direct Agent Calls First Skill Level can be administered in conjunction with Make Top Skill See Chapter 6 Agent Administration in the CentreVu C...

Page 269: ...Direct Agent Calls are sent to the agent first even in an over threshold situation 3 Set the agent s percentage for each assigned skill The total must be equal to 100 percent across all skills 4 Optio...

Page 270: ...ect Agent Template dialog box The Change Agent Skills dialog box will display with the skill profiles for that template displayed 3 Select the Agent Name s Login ID s check box and enter up to 50 agen...

Page 271: ...lls or unavailable on non ACD calls on hold or with direct agent calls waiting in queue a pending flag will display next to the agent login ID The pending flag will display until the move can be compl...

Page 272: ...so would remove the administered percentages 1 Select Skills Skill List The Skill List dialog box will display 2 Select a skill that has agents assigned to it who you want to assign to another skill 3...

Page 273: ...ill Change dialog box You cannot use this procedure to remove multiple agents from a skill if those agents have a call handling preference of Percent Allocation Doing so would also remove the administ...

Page 274: ...t of administered skills will display 2 Select Agents List All Staffed Agents A list of active logged in agents will display 3 Select a skill by double clicking on that skill in the Skill List A list...

Page 275: ...you want to move to another skill 2 Select Agents Move Agent to Another Skill The Move Agents Between Skills dialog box Will Display 3 Select the Skill in the Move To Skill field 4 If you want to pre...

Page 276: ...1 Administering CentreVu Advocate on DEFINITY ECS for more information on hunt groups Set Acceptable Service Levels 0 Acceptable Service Levels for a skill may be administered for exiting skills throu...

Page 277: ...ously 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 c...

Page 278: ...Administer CentreVu Advocate through CentreVu Supervisor CentreVu Advocate Release 8 User Guide Call Center Administration 12 14...

Page 279: ...Vu Call Management System CMS database tables the items in the database tables and the standard Dictionary calculations that use the database items The chapter is organized as follows How Database Ite...

Page 280: ...ctor vector directory number VDN trunk trunk group exception and so on Below is an example of how the table information is presented Database Tables 0 The following database item tables are included i...

Page 281: ...terval 15 30 60 currently assigned to the specified split skill on CentreVu CMS S Status data gives the current status a snapshot of a particular ACD element For example the database item INQUEUE in t...

Page 282: ...e talk time use call based items for this type of calculation Furthermore because call based and interval based items may not track the same events a calculation should use only one type of item and c...

Page 283: ...while agents who are percent allocated use the same percentage for both ACD and non ACD time Backup Roving or Reserve agents track none of their non ACD time toward this skill Agent Role ROLE is a new...

Page 284: ...e of how the Calculation table information is presented Database Terminology 0 For full definitions of database terminology refer to the CentreVu CMS R3V8 Database Items and Calculations 585 210 939 d...

Page 285: ...Database Tables 0 The following table lists historical database tables with new or modified data and the type data stored in them Name Data Stored csplit Split Skill data for the current interval psp...

Page 286: ...e Release 8 User Guide Database Table Names 13 8 Interactions With Switch Features 0 For a full description of the switch features with which the database items and calculations interact see the Centr...

Page 287: ...ill database items apply to the Current Interval Split Skill csplit and Previous Interval Split Skill psplit tables The real time indexes are ACD and SPLIT Historical Database Items 0 Historical split...

Page 288: ...skill 0 999 Requires a DEFINITY ECS R6 or later with EAS S FOTHER The number of flex agents in the OTHER work state 0 999 Requires a DEFINITY ECS R6 or later with EAS S FSTAFFED The number of agents s...

Page 289: ...er of greatest need POSITIONS that are on AUXOUT calls with an ACD call on hold for this split skill For greatest need agents in multiple skills with multiple call handling the last call the agent put...

Page 290: ...his split skill on hold and on outbound extension calls S GNDA_INACW Current number of greatest need POSITIONS that are in after call work associated with direct agent calls This includes greatest nee...

Page 291: ...ills The agent will display in the GNOTHER state after the link to the switch comes up and directly after the agent logs in before the CMS is notified of the agent s work state S GNSTAFFED Current num...

Page 292: ...ing this skill as reserve1 0 999 Requires a DEFINITY ECS R6 or later with EAS S R2AGINRING The number of reserve2 agents with this skill ACD call ringing 0 999 Requires a DEFINITY ECS R6 or later with...

Page 293: ...te are only available on the DEFINITY ECS R6 and later No existing split skill database items were modified for CentreVu Advocate SKSTATE The current state for the skill compared to all administered t...

Page 294: ...dexes are ACD LOGID POSITION and SPLIT Historical Database Items 0 Historical agent database items apply to the Intrahour Agent hagent Daily Agent dagent Weekly Agent wagent and Monthly Agent magent t...

Page 295: ...rve level 1 or 2 for a reserve skill This SKLEVEL2 20 applies to LOGONSKILL2 20 Requires a DEFINITY ECS R5 or R6 or later with EAS Reserve levels are only available on the ECS R6 or later S SKPERCENT...

Page 296: ...ith EAS Reserve levels are only available on the ECS R6 or later S Database Item Description Item Type Database Item G2 1 G2 2 G3V1 G3V2 G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 DACALLS_FIRST EAS EAS GNS...

Page 297: ...tion Requires a DEFINITY ECS R5 or R6 or later with EAS PCNT is only available on the ECS R6 or later SKLEVEL Indicates the agent s skill level 1 16 for a normal skill or reserve level 1 or 2 for a re...

Page 298: ...ss references for the modified agent login logout database items All new items for CentreVu Advocate are only available on the DEFINITY ECS R6 or later and are not included in this table Database Item...

Page 299: ..._ACDACW TOTAL_I_ACDHOLD TOP_AVAUXTIME FTEA_AVAUX INTERVL 60 The average positions staffed for this skill across all call handling preferences DEDICATED_AGT FTE_AGENTS TSTAFFED The number of agents con...

Page 300: ...Calculation Description Database Table Aban 100 sum ABNCALLS sum INCALLS The number of the total calls to all VDNs on a selected ACD that abandoned expressed as a percentage Used in daily reports dvd...

Page 301: ...y including after call work time This calculation is used in interval daily weekly and monthly Historical Agent Summary and Agent Group Summary reports When it is used in an Agent Summary report the f...

Page 302: ...CentreVu Advocate Database Items and Calculations CentreVu Advocate Release 8 User Guide Calculations 13 24...

Page 303: ...onary subsystem Write permission means the CMS user can add modify or delete data and execute processes ACD See Automatic Call Distribution ACD Call A call that queued to a split skill and was answere...

Page 304: ...total time with one or more ACD calls ringing active or on hold for any of an agent s assigned skills and optionally the total call related and non call related ACW time for any of an agent s assigne...

Page 305: ...the ability to speak a particular language or the expertise to handle a certain product See also Primary Skill and Secondary Skill Agent State A feature of agent call handling Agent states are the dif...

Page 306: ...nct Switch Applications Interface Auto Available Split An ACD capability that ensures that after a power failure or a system restart Voice Response Units for example the CONVERSANT Voice Information S...

Page 307: ...targeting for each agent to spend on an ACD call including talk time and after call work time Average Speed of Answer ASA The average amount of time a caller waits in queue before connecting to an age...

Page 308: ...are adjusted for queue priority Call Selection Override A parameter used in Service Level Supervisor to determine whether to reprioritize agents when a skill goes over threshold to select a call from...

Page 309: ...can quickly see what skills are currently assigned to an agent and the user can easily change the agent s skill assignment Users can close a window using the Close command on the Control menu Closing...

Page 310: ...ata on ACD performance number of ACD calls wait time for calls in queue current states of individual agents etc Database Tables CMS uses these tables to collect store and retrieve ACD data Standard CM...

Page 311: ...er abandoned the call and the trunk quickly goes to idle Direct Agent ACD DACD An agent state The agent is on a direct agent ACD call Direct Agent ACW DACW An agent state The agent is in the after cal...

Page 312: ...Time EWT An estimate of how much longer a caller will have to wait to be served by a call center while in queue considering the current and past traffic handling time and staffing conditions Time spen...

Page 313: ...answered within the target service level for the skill CMS also reports VDN data by VDN skill preference so that customers can assess the call center performance relative to calls requiring particula...

Page 314: ...agent has put the call on this trunk on hold IDLE A trunk state The trunk is not is use and waiting for a call II See Information Indicator Idle Agent Queue An ordered list of agents per split or skil...

Page 315: ...WAN capability was used to merge separate ACDs with other ACDs into one large call center A location will typically be assigned one or more location IDs A location despite being part of a larger call...

Page 316: ...reating the calls as direct agent calls can be used to help distinguish business related from personal calls LOGOFF An agent trace work mode An agent is logged out and not available to take ACD calls...

Page 317: ...ll continues to move up the list of eligible agents for other split skills With EAS if there are no calls waiting in queue for an agent s primary skill s the agent is put into the MIA queue for primar...

Page 318: ...ls to which the call queues in a VDN are called nonprimary splits skills They are also referred to as secondary and tertiary splits skills respectively Nonzero 0 Skill Generic 2 2 with EAS Any skill t...

Page 319: ...wered in the order in which they were received Calls in a queue may have different priority levels in which case calls with a higher priority are answered first QUEUED A trunk state An ACD call has se...

Page 320: ...administrable thresholds on a skill RINGING An agent state The time a call rings at an agent s voice terminal after leaving the queue and before the agent answers the call Available only with Generic...

Page 321: ...vice Objective allows you to administer an acceptable service level per skill DEFINITY ECS R6 will determine which skill has a call with the highest percentage of time accrued toward the administered...

Page 322: ...use the reason code 0 as the default code for situations in which the switch places the agent in the AUX mode automatically for example on login when agents make or receive extension calls from AI MI...

Page 323: ...other skills only if there are no calls queued for the agent s top skill The agent is considered a top agent for a skill if the agent has a skill level of 1 assigned for that skill For agent tracking...

Page 324: ...tinations Calls enter vector processing via VDNs which may have received calls from assigned trunk groups from other vectors or from extensions connected to the switch Vector Directory Number VDN An e...

Page 325: ...e set usually with buttons that gives an agent some control over the way calls are handled Weekly Data Daily data that have been converted to a weekly summary Window Count The number of primary window...

Page 326: ...Glossary CentreVu Advocate Release 8 User Guide GL 24...

Page 327: ...ion 2 1 Adjunct Switch Applications Interface ASAI GL 2 Administer Call Handling Preferences 12 4 Administrative data definition 13 3 Advocate Call Center Benefits P 1 Advocate Database Items and Calc...

Page 328: ...GL 5 Better Serve Selected Callers Additional Reports 8 7 Better Serve Selected Callers continued Additional Reports Information 8 7 Agent Selection 8 2 Call Selection 8 2 Customer Example 8 1 Implem...

Page 329: ...rol Agent Time in Skill Additional Reports Information 9 6 Agent Selection 9 2 Call Selection 9 2 Customer Example 9 1 Implementation 9 2 Modified Reports 9 17 Overview 9 1 Report Database Items and C...

Page 330: ...E_AG 13 21 FAGINRING 4 17 6 13 6 18 13 10 FAVAILABLE 13 10 FBUSY GL 11 FDISC GL 11 FINACW 4 17 6 13 6 18 13 10 FINAUX 4 17 6 12 13 10 Flex Agents GL 11 Flex Agents Staffed 6 25 6 26 6 27 6 16 Flexible...

Page 331: ...13 4 Interval Based Items GL 12 Intrahour Interval GL 13 Introduction 12 2 L Least Occupied Agent LOA 2 3 2 31 2 34 2 35 2 36 2 39 GL 13 Administration 1 11 Agent Selection 1 10 Description 1 10 Leas...

Page 332: ...op Agent Status Report 6 26 8 13 10 6 Real Time Skill Top Agent Report 6 27 10 9 Real Time Split Skill Graphical Status Report 9 17 10 5 Real Time Split Skill Graphical Top Skill Status Report 10 8 Sk...

Page 333: ...rmission GL 17 Real Time Database GL 17 Real Time Graphical Active Agents Report 6 14 Input Fields 6 15 Report Description 6 16 Report Example 6 16 Things to Know for CentreVu Advocate 6 14 Real Time...

Page 334: ...ser Mode GL 19 Service Observing VDNs GL 19 SERVICELEVEL 4 20 4 22 Set Acceptable Service Levels 12 12 Setting Appropriate Threshold Levels 2 10 Shortcut GL 19 Single User Mode GL 19 Site GL 19 Skill...

Page 335: ...ills 2 14 Table 2 15 System Level Decisions Table 2 15 System Setup GL 20 T Table Names 13 7 TAGINRING 4 17 6 12 6 17 6 18 Terminology 1 1 Tertiary Split Skill GL 20 Threshold GL 20 Thresholds 1 7 2 7...

Page 336: ...18 Things to Know for CentreVu Advocate 5 18 VDN Calls Counted GL 22 VDN Graphical Busy Abandon Disconnect Report5 18 Report Description 5 18 VDN of Origin Announcement VOA GL 22 VDN Report 3 19 4 24...

Page 337: ...____ 3 What did you like most about this document ____________________________________________________________________________ _________________________________________________________________________...

Page 338: ......

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