Lucent Technologies CentreVu Advocate, Руководство пользователя

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Call Center Solution: Make Average Speed of Answer More Uniform
CentreVu® Advocate Release 8 User Guide
Implementation
7-4
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.
8. Select Call Handling Preference: Greatest Need.
9. Select Add Skills.
10. Alternately (Option B), you can add skills for the agent based on the
agent’s expertise. The Assigned Skills grid will display.
11. Select OK on the Change Agent Skills dialog box to accept the
assignment.
Options
7
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.