Administer CentreVu
®
Advocate on DEFINITY
®
ECS
CentreVu® Advocate Release 8 User Guide
Administering Call Selection
11-11
4. In the Service Level Supervisor Call Selection Override field, enter
●
Y
, if you want to override the normal call handling preferences
of a skill’s assigned agents whenever the skill exceeds its
thresholds.
●
N
, if you do not want to override the normal call handling
preferences of a skill’s assigned agents whenever the skill
exceeds its thresholds.
This setting applies to all agents (regularly assigned agents and
reserve agents as well as top agents, backup agents, and roving
agents). Since this setting is made at the system level, it will
automatically apply to every skill for which Service Level Supervisor
is enabled. For more information on the effects of the call selection
override setting, see Chapter 2, “Custom
CentreVu
®
Advocate
Solutions.”
5. Press
to save your changes.
6. At the command line prompt of your SAT or terminal emulator, type
change hunt-group xxx
and press
. (“xxx” is the number
of a skill on which you want to activate Service Level Supervisor.)
The Hunt Group form for the specified skill appears.
7. If the Service Level Supervisor? field is not already set to
Y
, enter
Y
in this field.
8. In the Level 1 Threshold (sec) field, enter the Level 1 EWT you
chose in step 1.
9. In the Level 2 Threshold (sec) field, enter the Level 2 EWT you
chose in step 1.
10. Press
to save your changes.
Enter
Return
change hunt-group xxx
Page 2 of X
HUNT GROUP
Skill? _
Acceptable Service Level (sec): ___
AAS? _
Expected Call Handling Time (sec): ___
Measured: ______
VuStats Objective: ____
Supervisor Extension: ____
Timed ACW Interval (sec): ___
Priority on Intraflow? _
Service Level Supervisor? _
Inflow Threshold (sec): ____
Level 1 Threshold (sec): ___
Controlling Adjunct: ____
Level 2 Threshold (sec): ___
Adjunct Link Extension: ____
Multiple Call Handling: ___________
Redirect on No Answer (rings): ___
Redirect to VDN: _____
Forced Entry of Stroke Counts or Call Work Codes? _
Enter
Содержание CentreVu Advocate
Страница 1: ...CentreVu Advocate Release 8 User Guide 585 210 927 Comcode 108502162 Issue 1 December 1999...
Страница 118: ...Call Center Solution Handle Any Media CentreVu Advocate Release 8 User Guide Things to Note 4 26...
Страница 138: ...Call Center Solution Minimize Abandoned Calls CentreVu Advocate Release 8 User Guide Things to Note 5 20...
Страница 200: ...Call Center Solution Better Serve Selected Callers CentreVu Advocate Release 8 User Guide Things to Note 8 16...
Страница 220: ...Call Center Solution Control Agent Time in Skill CentreVu Advocate Release 8 User Guide Things to Note 9 20...
Страница 264: ...Administer CentreVu Advocate on DEFINITY ECS CentreVu Advocate Release 8 User Guide Feature Interactions 11 32...
Страница 302: ...CentreVu Advocate Database Items and Calculations CentreVu Advocate Release 8 User Guide Calculations 13 24...
Страница 326: ...Glossary CentreVu Advocate Release 8 User Guide GL 24...
Страница 338: ......
