Call Center Solution: Make Average Speed of Answer More Uniform
CentreVu® Advocate Release 8 User Guide
Implementation
7-3
Switch
Administration
7
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.
Customer Options
7
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
7
On the System Parameters Features form, set the following fields:
●
Call Selection Measurement:
should be set to
predicted-
wait-time
.
Hunt Group
7
Set the following parameters on the Hunt Group form:
●
Enter the skill number on the command line.
●
On page 1, enter
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.
CentreVu
Supervisor
Administration
7
New Agents must have their call selection method administered on the
DEFINITY Enterprise Communications Server (ECS) forms (see Chapter
11, “Administer
CentreVu
®
Advocate on
DEFINITY
®
ECS” for more
information). Existing agents can have the call handling preference
administered using the following procedure.
Change Agent
Skills Dialog Box
7
On the Change Agent Skills form, shown below, 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. 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.
