Call Center Solution: Automate Agent Moves
CentreVu® Advocate Release 8 User Guide
Implementation
6-3
Switch
Administration
6
Several items must be administered on the switch administration forms
for this business solution to work. See Chapter 11, “Administer
CentreVu
®
Advocate on
DEFINITY
®
ECS” for more information on switch
administration. Before administering the solution on the
DEFINITY
switch, determine what value the thresholds should be to minimize
abandons for each skill by setting up and viewing call profiles. The
average times to abandon will be used as a basis for setting the level 1
and level 2 thresholds for the Platinum skill. See
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 set to Y.
Features
6
On the System Parameters Features form, set the following field:
●
Service Level Supervisor Call Selection Override
should be set to Y (the default with Service Level Supervisor).
Hunt Group
6
On the Hunt Group form, set the following parameters:
●
Enter the skill number on the command line.
●
To use Service Level Supervisor, the
Skill?
field must be set to Y.
●
On page 2, set the
Service Level Supervisor?
field to Y.
●
Service Level Supervisor Call Selection Override
should be set to Y (the default with Service Level Supervisor) or N.
●
On page 2, set the
Level 1 Threshold (sec):
field to 20
(seconds). Set the
Level 2 Threshold (sec):
field to 35
(seconds).
