Custom CentreVu
®
Advocate Solutions
CentreVu® Advocate Release 8 User Guide
Planning Your Call Center—CentreVu Advocate with EAS
2-21
Agent Level
Decisions
2
The following agent-level decisions must be made on the Agent Login ID
form or through
CentreVu Supervisor when administering individual
agents within an organization:
●
Skill Mix: Each agent may have up to 20 skills administered. You
must decide which mix of skills an individual agent will have.
●
Skill Level: Each agent may be assigned a skill level of 1 through
16 or for each administered skill (1 is the highest level, 16 is the
lowest), or 1 or 2 for reserve level skills. You must decide which level
each agent will be assigned for each administered skill in the mix. All
standard skills have a skill level.
●
Reserve Skills: Each agent may have administered reserve skills,
with reserve levels 1 or 2. Agents with reserve skills could be
automatically brought in to service a skill if that skill is one of their
assigned reserve skills and Service Level Supervisor is
administered. Agents who are reserve level 1 will be activated when
the skill reaches threshold 1, and agents with a reserve level of 2 will
be activated when the skill reaches its level 2 threshold.
Agents have a skill level or a reserve level on a particular skill, not
both.
●
Percent Allocation: Agents can be administered with a percentage
for each of their standard skills. The total of all percentages must be
equal to 100 percent or zero percent if all skills are reserve skills.
Agents will then receive calls based on their percent allocation if
their call handling preference is Percent Allocation.
NOTE:
