Lucent Technologies CentreVu CMS Administration, User Manual

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Task: naming your call center entities in the Dictionary CentreVu CMS Administration
Viewing, adding, deleting, or changing split/skill names
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Viewing, adding, deleting, or changing split/skill names
Overview You can assign names to your ACD splits or skills. These split or skill
names appear on the split or skill reports, making your reports easier to
identify and read.
Split or skill names should reflect the configuration of your splits or
skills and ACDs. For example, if you want splits in your system to be
divided according to Sales, Customer Service, and Wholesale, assign
those names to the splits that handle those areas of the business. Or if
you want skills in your system to be divided by language such as
French, Spanish, and German, assign those names to the skills that
handle calls in those languages.
Prerequisites Note that:
• When naming splits or skills, you may want to be consistent with
the names given by your switch administrator.
• If you assign a name to a split or a skill, the split or skill number
no longer appears on split or skill reports or windows. The split or
skill name appears instead.
Steps
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1
From the controller window, select Commands | Dictionary or select
Dictionary on the toolbar.
The Dictionary selector window opens.
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2 Select Operations | Splits/Skills.