Lucent Technologies CentreVu Advocate, Руководство пользователя

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Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Implementation
5-4
CentreVu
Supervisor
Administration
5
Agents need to have their call handling preferences set to Greatest Need
with Service Objective, and then need to be assigned to the skills
Classical, Special Events, and Popular Artists based on their expertise.
New Agents must have this administered on the
DEFINITY ECS forms
(see Chapter 11, “Administer CentreVu
®
Advocate on DEFINITY
®
ECS”
for more information) and must log in for the changes to take effect.
Existing agents can have this administered using the following
procedure.
Change Agent
Skills Dialog Box
5
On the Change Agent Skills dialog box, set an agent’s call handling
preference to Greatest Need with Service Objective.
To administer an agent’s call handling preference, use the following
steps.
1. Select Commands from the
CentreVu Supervisor Controller.
2. Select Agent Administration.
3. Select the Automatic Call Distribution (ACD) by entering the ACD in
the text box or selecting an ACD from the drop-down history list.
4. Select Change Agent Skills on the Operations tab.
5. Select OK. The Select Agent/Template dialog box will display.
6. Select an agent by entering the agent’s name in the text box, using
the drop-down history list or using the history button.
7. Select OK. The following Change Agent Skills dialog box will display
with the selected agent’s information shown in the title bar. The
Assigned Skills grid will display on the dialog box.