Lucent Technologies CentreVu Advocate, User Manual

Page: 51 / 338

Custom CentreVu
®
Advocate Solutions CentreVu® Advocate Release 8 User Guide
Planning Your Call Center—CentreVu Advocate with EAS
2-19
Within an
Organization
2
In order to receive meaningful measurements to manage a single
organization, the solutions implemented must be consistent for all agents
and skills, and the solutions must be comparable (that is, the solutions
must have the same objective or else not interact).
Certain
CentreVu Advocate solutions work in opposition to each other,
and confusion can result from mixing solutions when agents span skills
and/or organizations.
Additional decisions must be made for administering agents within an
organization. Once system-level and organization-level decisions have
been made, skill-level decisions and agent-level decisions must also be
administered.
Hunt Group
Type UCD-MIA Greatest
Need Skill Level,
Percent
Allocation Top Skill Hunt Group
Form
UCD-LOA
*
Agents with
same skill
sets will
have similar
occupancy. Greatest
Need Skill Level,
Percent
Allocation Top Skill
EAD-MIA Higher skill
agents will
answer
calls. Skill Level Percent
Allocation
EAD-LOA All agents at
the same
skill level
will have
similar
occupancy. Skill Level Percent
Allocation
*Recommended in most cases.
Option Choice
Expected
Result Works With
Works
Against
Not Used
With
Where
Decided