Lucent Technologies CentreVu Advocate, Руководство пользователя

Страница: 240 / 338

Administer CentreVu
®
Advocate on DEFINITY
®
ECS
CentreVu® Advocate Release 8 User Guide
Administering Call Selection
11-8
●
You can administer Service Level Supervisor for existing agents and
hunt groups from the SAT or from the Change Agent Skill screen in
CentreVu Supervisor. You can also set agent reserve levels for
existing agents from the Move Agents Between Skills dialog box in
the Multi-Agent Skill Change screen. These instructions assume you
are using the System Administration Terminal (SAT) or terminal
emulation software to administer the switch.
●
Direct Agent calls will not put a skill over threshold, so do not set
thresholds on Direct Agent skills. The thresholds will not do
anything.
Important Interactions
11
●
An agent cannot receive Direct Agent calls on a reserve skill.
●
Percentage allocations cannot be assigned to reserve skills.
For a complete list of feature interactions on
DEFINITY ECS, see
“Feature Interactions” .
Recommended Initial
EWT Setting
11
For your first implementation of Service Level Supervisor, Lucent
recommends setting threshold levels as shown in the following table. You
must set the Acceptable Service level for a skill before you set the
thresholds.
Use this table for implementing Service Level Supervisor only when
Service Level Supervisor Call Selection Override on page 8 of the
Feature-Related System Parameters form is set to
N
. For guidelines on
setting thresholds when call selection override is set to
Y
, see Chapter 2,
“Custom CentreVu
®
Advocate Solutions.”
Initially set this
threshold…
To an EWT …
Level 1 5 seconds lower than your Acceptable Service
Level
For example
If the Acceptable Service Level is 30 sec., initially
set the Level 1 threshold to 25 seconds.
Level 2 Set the Level 2 threshold 5 seconds below the
skill’s Average Time to Abandon.
NOTE: