Lucent Technologies CentreVu Advocate, Руководство пользователя

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Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Implementation
5-6
2. Select the agent template in the Select Agent/Template dialog box.
The Change Agent Skills dialog box will display with the skill profiles
for that template displayed.
3. Select the Agent Name(s)/Login ID(s) check box and enter up to
50 agents in the agent field or select up to 50 agents using the drop-
down list or Browse dialog box.
4. Select OK.
CentreVu Supervisor will buffer the change agent skills requests and
send them to the switch one at a time. A status dialog box will
display with the status of each agent request.
Split/Skill Call
Profile Setup
Dialog Box
5
Use the Split/Skill Call Profile Setup dialog box to specify an acceptable
service level for calls to wait in queue before being answered and to
define the service level increments for splits/skills. The Split/Skill Call
Profile setup dialog box is accessible from the Commands controller
item, under Call Center Administration.
Field Descriptions
5
Use the following table for existing split/skill Acceptable Service Level
administration. New splits/skills must be initially administered on the Hunt
Group form.
If the information on the Split/Skill Call Profile Setup Dialog Box is
changed through
CentreVu Supervisor, it must also be changed on the
DEFINITY forms. See Chapter 11, “Administer CentreVu
®
Advocate on
DEFINITY
®
ECS” for more information.
NOTE: