Custom CentreVu
®
Advocate Solutions
CentreVu® Advocate Release 8 User Guide
Call and Agent Selection
2-6
No (N), which allows the agent who is active on a call for one skill to
move up the idle agent list for all other skills. Yes (Y) is always
recommended with
CentreVu Advocate, as the agent who has been
idle since the last call in any skill will be selected, which tends to
eliminate “hot seat” call distribution (not used with LOA).
●
ACW Considered Idle: ACW Considered Idle determines whether
an agent in after call work for an ACD call is considered idle. When
administering this option on the system Parameters Features Form,
N (no) is always recommended as this choice will not place an agent
on the MIA list until after the agent has completed all after call work.
Yes (Y) will place an agent on the MIA list when he or she has
completed a call, before after call work. Selecting Yes does not
include ACW time as work time in determining agent occupancy and
percent allocation.
Direct Agent Calls
2
Direct Agent Calls allows a call to a specific ACD agent to be treated as
an ACD call. If that agent is logged in but not available, the call will queue
for that agent. If the agent is not logged in, the call will follow the agent's
coverage path. Zip-tone answer, ACW, and other ACD features can be
used with direct agent calls.
EAS Direct Agent Calls is accomplished by dialing the login with the
proper class of restriction (COR) settings; that is, both the caller (trunk,
vector directory number [VDN], or station) and the agent must have the
direct agent COR settings. Customers could actually call an agent
directly using Direct Inward Dialing (DID) if the agent's login ID is a
published number, or customers could dial a toll-free number and be
prompted for the agent's login ID extension.
Direct agent calls will be first to an agent if the agent’s call handling
preference is Greatest Need. If the agent’s call handling preference is
Skill Level, direct agent calls will be sent first if the Direct Agent Skill has
the highest assigned skill level. If an agent’s assigned call handling
preference is Percent Allocation, direct agent calls will be sent first if the
Direct Agent Calls First field on either the Agent Login ID
DEFINITY form
or the Change Agent Skills
CentreVu Supervisor form is set to yes or is
selected, respectively. This also applies in an over threshold situation. If
any skills assigned to an agent are in an overload situation, that agent’s
direct agent calls will still be sent to the agent before any calls in the over
threshold skills.
Top Skill
2
For an agent with Skill Level call handling preference, the designated
highest priority skill is known as the agent’s “top skill.” The “top skill”
represents the skill for which the agent is most likely to receive a call. Any
time the agent becomes available, he/she will receive a call for the top
