Introduction: CentreVu
®
Advocate
CentreVu® Advocate Release 8 User Guide
Call Selection Methods
1-3
●
If no skills are in an overload state, then calls will be selected based
on the call handling preference administered to an agent:
1. Greatest Need: Greatest Need will select a skill for an agent
based on the call at the highest priority whose wait time (PWT
or CWT) for a skill is the longest (the call with the “greatest
need”). See also
“Service Objective” in this chapter
.
2. Skill Level: Skill Level will select a skill for an agent based on
the agent’s skill level, with the highest-level skill being selected
first for the oldest call in queue (PWT or CWT) at the highest
priority. See also
“Service Objective” in this chapter
3. Percent Allocation: Percent Allocation will select a skill for
an agent based on what will best match an agent’s
administered percent for all skills. Queue priority, skill level, and
wait time are ignored with this preference.
Once a skill is selected using the above methods, the call selected within
the skill is the highest priority, oldest call waiting.
Greatest Need
1
Greatest Need is an EAS-based call selection method that can be
administered for an agent. Greatest Need will select a skill for an agent
based on the call at the highest priority whose wait time (PWT or CWT)
for a skill is the longest.
Administration
1
Greatest Need is administered in either of two places: through
CentreVu
Supervisor and on the switch administration forms. For new agents (new
login IDs), Greatest Need is selected on the Agent administration switch
form. Once the new agent has initially logged in using the new call
handling preference, then that agent may have his or her call handling
preference modified through
CentreVu Supervisor.
Skill Level
1
Skill Level is an EAS-based call handling preference administered for an
agent based on the agent’s expertise in one or more skills.
Administration
1
Skill Level is administered in two places: through
CentreVu Supervisor
and on the switch administration forms. For new agents (new login IDs),
Skill Level is selected on the Agent administration switch form. Once the
agent has initially logged in using the new call handling preference, then
that agent’s record may be modified on the Change Agent Skills form in
CentreVu Supervisor. Any existing agent may also have his or her call
handling preference modified through
CentreVu Supervisor.
