Lucent Technologies CentreVu Advocate, Руководство пользователя

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Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Implementation
5-5
8. Select Call Handling Preference: Greatest Need.
9. Select the Service Objective check box.
10. Select Add Skills. The Add Agent Skills dialog box will display.
11. Add the Classical, Special Events, and Popular Artists skills for the
agent based on the agent’s expertise. The Assigned Skills grid will
display.
12. Set the agent’s skill level for each assigned skill.
If the agent is assigned to the Classical skill, assign a skill level of 1
for that skill.
If an agent is to have the skill as a reserve skill (the agent is not
assigned to Classical as a top skill), select the reserve level: 1 or 2.
13. Select OK to accept the assignment on the Add Skills dialog box
and select OK on the Change Agent Skills dialog box.
Options
5
If you have several agents that need to have the same assigned skills
and skill levels, use the Agent Template options on the Change Agent
Skills form to use the information for another agent.
1. Using procedures in the Chapter 6, “Agent Administration,” of the
CentreVu
®
CMS R3V8 Administration document (585-210-910),
define an agent template with the skill profiles you wish to apply to a
group of agents.