Call Center Solution: Handle Any Media
CentreVu® Advocate Release 8 User Guide
Implementation
4-3
Call Selection
4
Agents are assigned a call handling preference of Greatest Need or Skill
Level with Service Objective. Use Service Objective to ensure that skills
with higher volume and shorter acceptable service levels (voice calls, for
example) do not negatively affect service for skills with longer acceptable
service levels (the E-mail skill requests might have an acceptable service
level of 2.5 hours). Service Objective will select those calls that are the
highest percentage of their administered thresholds. Greatest Need will
select the call whose wait time for a skill is the highest percentage of the
acceptable service level, while Skill Level will select the call with the
highest skill level and whose wait time is 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: 20 seconds.
Switch
Administration
4
Several items must be administered on the switch administration forms
for the any media business solution to work. See Chapter 11, “Administer
CentreVu
®
Advocate on
DEFINITY
®
ECS” for more information on switch
administration.
Customer Options
4
On the System Parameters Customer Options form, set the following
fields:
●
CentreVu Advocate?
must be set to Y
●
Expert Agent Selection (EAS)?
must be set to Y.
Features
4
On the System Parameters Features form, set the
Call Selection
Override?
field to N (off).
Hunt Group
4
On the Hunt Group form, set the following parameters:
●
Enter the skill number on the command line.
●
On page 1, enter
UCD-LOA
in the
Group Type:
field.
●
On page 2, set the
Acceptable Service Level:
●
On page 2, enter Y in the
Service Level Supervisor
field.
●
On page 2, set the
Level 1 threshold (secs):
