Call Center Solution: Better Serve Selected Callers
CentreVu® Advocate Release 8 User Guide
Implementation
8-3
Features
8
On the System parameters Features form, set the following fields:
●
Call Selection Measurement:
set to
predicted-wait-
time
.
Hunt Group
8
On the Hunt Group form, set the following parameters:
●
Enter the skill number on the command line.
●
On page 1, enter
EAD-LOA
in the
Group Type:
field.
●
On page 2, set the
Acceptable Service Level:
for the
Exclusive skill to 20 seconds.
Administer these parameters for the Top Ten skill, setting the
Acceptable Service Level:
to 10 seconds. Administer these
parameters for the Orders skill, setting the
Acceptable Service
Level:
to 40 seconds.
CentreVu
Supervisor
Administration
8
Agents need to have their call handling preferences set to Skill Level with
Service Objective, and then need to be assigned to the skills Exclusive,
Top Ten, and Orders based on their expertise. New Agents must have
this administered on the
DEFINITY ECS forms (see Chapter 11,
“Administer
CentreVu
®
Advocate on
DEFINITY
®
ECS” for more
information). Existing agents can have this administered using the
following procedure.
Change Agent
Skills Dialog Box
8
On the Change Agent Skills dialog box, shown below, set an agent’s call
handling preference to Skill Level 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 ACD by entering the automatic call distribution (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.
