Introduction: CentreVu
®
Advocate
CentreVu® Advocate Release 8 User Guide
Call Selection Methods
1-4
Percent
Allocation
1
Percent Allocation is a third call handling preference option, in addition to
Greatest Need and Skill Level. Percent Allocation allows you to assign a
percentage of an agent’s time to each of their assigned skills to total
100% of their staffed time. Percent Allocation compares an agent’s work
time in each assigned skill, expressed as a percentage of staffed time,
against an administered percentage allocation for each of the agent’s
assigned skills to determine which call to select when an agent becomes
available.
Administration
1
Percent Allocation is administered through
CentreVu Supervisor on the
Change Agent Skills dialog box or from the switch administration terminal
(SAT). After accessing an agent entry, that agent’s call handling
preference can be administered to be Percent Allocation. You can then
administer percentages for each of the agent’s assigned skills, based on
their expertise per skill. For new agents (new login IDs), Percent
Allocation 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.
Result
1
Percent Allocation is designed to solve the problem of specifying the
amount of time agents will spend in each of their skills. Currently, each
agent is able to take calls from up to 20 skills at 16 preference levels.
Without Percent Allocation, it is very difficult to predict what mix of calls
agents will receive from their assigned skills. Without Percent Allocation,
the calls that an agent takes are determined by the agent’s skill level and
call handling preference, and the incoming calls’ priority levels coupled
with the amount of time that calls have spent in queue. With Percent
Allocation, calls are selected to best match the agent’s assigned skill mix.
Service
Objective
1
Service Objective works in conjunction with the Greatest Need and Skill
Level call handling preferences to assign calls to agents as the agents
become available. This feature is designed to give different levels of
service to different skills.
Description
1
Service Objective allocate calls according to an administered acceptable
service level per skill. The
DEFINITY ECS will determine which skill has a
call with the highest percentage of time over the acceptable service level.
