Lucent Technologies CentreVu Advocate, Руководство пользователя

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Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Implementation
6-2
Implementation
6
Platinum card holders are identified by the “800” number dialed using
Direct Number Identification Service (DNIS). These calls are directed to a
special vector that queues to the Platinum skill.
Agent Selection
6
Any agent selection method may be used to implement this solution. See
Chapter 1, “Introduction:
CentreVu
®
Advocate” for a complete list of
agent selection methods.
Call Selection
6
Agents are assigned any call handling preference (depending on call
center preference) with Service Level Supervisor. Using Service Level
Supervisor, thresholds for the Platinum skill are set as follows:
●
Level 1 Threshold: 20 seconds
●
Level 2 Threshold: 35 seconds.
These thresholds are used by Service Level Supervisor to determine
when to bring in reserve agents for a skill. As the Level 1 threshold is
reached, agents with a skill level of reserve1 for that skill start receiving
calls. As the Platinum skill reaches its level 2 threshold, agents with a skill
level of reserve2 for that skill also start receiving calls. No thresholds are
set for the Gold and Regular skills, because they generate less revenue.
See Chapter 2, “Custom
CentreVu
®
Advocate Solutions” in this
document for more information on setting thresholds using Service Level
Supervisor.
Agent Priorities
6
When a skill goes over threshold and you want agents to give that skill
the same attention, and all reserve agents to give that skill low attention,
set Call Selection Override to “N” on the System Parameters Features
form. If you want all agents assigned to a skill to give it immediate
attention, and all reserve agents assigned to that skill to give it immediate
attention when the skill goes over thresholds, set Call Selection Override
to “Y.”