Call Center Solution: Automate Agent Moves
CentreVu® Advocate Release 8 User Guide
Implementation
6-4
CentreVu
Supervisor
Administration
6
Agents need to have their call handling preferences administered, and
need to be assigned to the skills Platinum, Gold, and Regular based on
their expertise. New Agent Login IDs must be administered on the
DEFINITY Enterprise Communications Server (ECS) Hunt Group form,
on page 3,
AGENT LOGIN ID
(see Chapter 11, “Administer
CentreVu
®
Advocate on
DEFINITY
®
ECS” for more information). Existing agent login
IDs can have this administered using the following procedure.
Change Agent
Skills Dialog Box
6
On the 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 from the
CentreVu Supervisor Controller.
2. Select Agent Administration.
3. Select the Automatic Call Distribution (ACD) by entering the ACD in
the text box or selecting an ACD from the drop-down history list.
4. Select Change Agent 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 the history button.
7. Select OK. The following Change Agent Skills dialog box will display
with the selected agent’s information shown in the title bar. The
Assigned Skills grid will display on the dialog box.
