Lucent Technologies CentreVu Advocate, Руководство пользователя

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Administer CentreVu
®
Advocate on DEFINITY
®
ECS
CentreVu® Advocate Release 8 User Guide
Administering Call Selection
11-10
assign. For example, with 10 agents logged in but only 1.3 FTEs
occupied by calls, you might not need any reserve agents. If 10 agents
are logged in and 8.6 FTEs are occupied by calls, you might need close
to the maximum number of recommended reserve agents.
If you assign more than the optimal number of reserve agents to a skill,
you will increase the average time between calls for the reserve agents.
This may be desirable if there are other tasks you want the agents to
perform between calls.
To Administer
Service Level
Supervisor
11
1. Start by answering the following questions for your application. You
may want to copy the worksheet on page 13 and use it to organize
information. Use one worksheet for each skill that will use Service
Level Supervisor.
a. Which skills will use Service Level Supervisor?
b. What EWT will you set as the Level 1 threshold? What EWT
will you set as the Level 2 threshold?
c. Which reserve agents will become available at Level 1? Which
will become available at Level 2?
2. At the command line prompt of your SAT or terminal emulator, type
change system-parameters features
and press .
The Feature-Related System Parameters form appears.
3. Go to page 8 of the System-Parameters Features form
Return
change system-parameters features Page 8 of 8
CALL CENTER SYSTEM PARAMETERS
AGENT AND CALL SELECTION
MIA Across Splits or Skills? _
ACW Agents Considered Idle? _
Call Selection Measurement: __________________
Service Level Supervisor Call Selection Override? _
REASON CODES
Aux Work Reason Code Type: ____
Logout Reason Code Type: ____
CALL MANAGEMENT SYSTEM
Adjunct CMS Release: ____
ACD Login Identification Length: _
BCMS/VuStats Measurement Interval: ____
BCMS/VuStats Abandon Call Timer (seconds): ____
Validate BCMS/VuStats Login IDs? _
Clear VuStats Shift Data: ________