Introduction: CentreVu
®
Advocate
CentreVu® Advocate Release 8 User Guide
Overview
1-1
1 Introduction:
CentreVu
®
Advocate
Overview
1
CentreVu
®
Advocate is a set of breakthrough capabilities that provides new
methods and added flexibility for selecting an agent for an incoming call, or
an incoming call for an agent.
CentreVu Advocate works in conjunction with
and requires Expert Agent Selection (EAS) on the
DEFINITY
®
Enterprise
Communications Server (ECS) R6 and later. The new
CentreVu Advocate
elements are discussed in detail later in this chapter.
Terminology
1
For a complete list of terms including terminology specific to
CentreVu
Advocate as well as call center terminology applicable to
CentreVu
Advocate, see the
Glossary in this document.
Agent and
Call Selection
1
There are two situations in which
CentreVu Advocate features are used: one
or more agents available for the incoming call, and one or more queues with
calls when an agent become available. A call selection occurs any time that
more calls are coming into a call center than there are agents to handle
them. This happens during periods of high activity at a call center; for
example, a seasonal rush at a catalog hotline. Conversely, an agent
selection occurs any time there are more available agents than calls coming
into the call center. This situation gives the opportunity to route calls to the
most preferential agent in a particular skill.
CentreVu Advocate can be used
to route calls to agents in either a call surplus or an agent surplus situation.
