Lucent Technologies CentreVu Advocate, User Manual

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Custom CentreVu
®
Advocate Solutions CentreVu® Advocate Release 8 User Guide
Planning Your Call Center—CentreVu Advocate with EAS
2-20
Skill Level
Decisions
2
When administering agents within an organization, decide if Service
Level Supervisor? will be Y or N. If Yes (Y) is chosen, when a skill goes
over an expected wait time threshold, additional reserve agent resources
will be brought in to help the skill. If No (N) is chosen, then the existing
agent resources will be required to handle the incoming call load.
Skill Level Decision
Table
2
Skill-level decisions for call and agent selection need to be made for
individual skills within an organization. The following table includes the
decision that should be made, the choices available, the expected
results, the other call center solutions that the results will work with, and
is not used with, and where the decision is administered.
Option Choice
Expected
Result Works With
Works
Against
Not Used
With
Where
Decided
Service Level
Supervisor Y Lower
maximum
oldest call
waiting. All other
solutions Hunt Group
form
N
Level 1
Threshold 1-9999
seconds Lower
maximum
oldest call
waiting. All other
solutions Hunt Group
form
Level 2
Threshold 1-9999
seconds Lowest
maximum
oldest call
waiting. All other
solutions Hunt Group
form
Acceptable
Service Level 1-9999
seconds Different
levels of
service. Service
Objective Percent
Allocation Hunt Group
form,
administered
on the
CentreVu
Supervisor
Split/Skill
Call Profile
Setup
window