Lucent Technologies CentreVu Advocate, Руководство пользователя

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Call Center Solution: Control Agent Time in Skill CentreVu® Advocate Release 8 User Guide
Implementation
9-4
Change Agent
Skills Dialog Box
9
On the Change Agent Skills dialog box, shown below, set an agent’s call
handling preference to Percent Allocation.
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.
8. Select Call Handling Preference: Percent Allocation.
9. Optional: Select the Direct Agent Calls First check box to send
direct agent calls to the agent fist, even in overload situations.
10. Set the agent’s percentage for each assigned skill. The total must be
equal to 100 percent of the agent’s staffed time across all skills.
11. Select OK to accept the assignment.