Call Center Solution: Automate Agent Moves
CentreVu® Advocate Release 8 User Guide
Implementation
6-7
Field Descriptions
6
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.
NOTE:
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.
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.
To get finer detail regarding when most callers abandon
from the skill, use smaller time increments in the Service
Level Increments fields around the average time to
abandon. For example, if the average time to abandon is
40 seconds for a particular skill, the Service Level
Increments field setting might be (in seconds): 0, 5,15,
25, 35, 38, 40, 42, 45, 55, and so on.
