Custom CentreVu
®
Advocate Solutions
CentreVu® Advocate Release 8 User Guide
Call and Agent Selection
2-8
If you want to impact the percent within service level, then set Threshold
1 approximately 5-10 seconds below the acceptable service level on a
skill. Generally, the thresholds are set below the abandoned call profile
for a skill, and this profile should be determined before thresholds are
administered.
Reserve Agent
Activation
2
Reserve agents can be activated at each overload threshold. These
reserve agents will be made available to take calls from a skill only when
it is in an overload condition. When the skill returns to a normal state,
calls from that skill will not be sent to reserve agents.
Call Selection
Override
2
Within Service Level Supervisor, there is a Call Selection Override
system-wide parameter. The default setting for this parameter is ON (set
to Y on the System Parameters
DEFINITY form). For more information
on administering Call Selection Override, see Chapter 11, “Administer
CentreVu
®
Advocate on the
DEFINITY
®
ECS” in this document.
Call Selection
Override ON
2
When call selection override is on, agents will receive calls based on their
assigned call handling preference as long as the skills are in an under-
threshold state. Once a standard or reserve skill or skills goes into an
over threshold state, agents who become available with this skill are
diverted from their primary tasks and start receiving calls from the skill
that is over threshold. This includes top, backup, roving, allocated, and
reserve agents. All agents who become available ignore their normal
tasks and help the skill that is in trouble. As soon as a skill goes over
threshold, all agents who have this skill as standard or reserve are
automatically reprioritized, giving this skill immediate attention until the
skill returns to normal.
In general, agents are less efficient when they are not working on their
primary task. When thresholds are set too low or one or more skills are
understaffed, one skill going over threshold can cause others to go over
threshold, which in turn can cause others to also go over threshold in a
domino effect. This option is not intended to improve percent within
service level for a skill, but is designed for call centers that currently move
agents from skill to skill or change agents’ priorities during the day to
alleviate emergencies. In a situation when a call center is understaffed for
a day, call selection override may be turned off on a system-wide basis
until the emergency situation is remedied.
