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Administer CentreVu
®
Advocate on DEFINITY
®
ECS
CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor
11-19
●
When administering Percent Allocation, each entry in a PA field
must be a number between 1 and 100. Each skill (except for reserve
skills) must have an entry in this field, and together all the entries
must add up to 100.
●
Percentages cannot be assigned to reserve skills.
●
When you use Service Level Supervisor, the Call Handling
Preference administered for dedicated reserve agents (agents
assigned to skills only as reserve agents) has no effect on call
selection. A dedicated reserve agent will always receive the call that
is the highest percentage over threshold for any of their assigned
skills.
●
For easier management, consider giving all agents in a skill (and an
organization) the same Call Handling Preference.
●
If you use the Service Objective feature, set the Acceptable Service
Level for your most important skills lower than for less important
skills. If the Acceptable Service Level for all skills is the same,
Service Objective will yield no improvement.
Only the Acceptable Service Level setting on
DEFINITY ECS will
affect agent call selection in a skill. Changing the Acceptable
Service Level setting in
CentreVu CMS will have no affect on call
selection. It is important that the Acceptable Service Level assigned
to a skill in CMS match the setting on the switch.
●
To use Service Objective, the Call Handling Preference field on the
Agent LoginID Form must be set to greatest-need or skill-level.
To Administer Greatest
Need or Skill Level
11
1. At the command line prompt, type
change agent-loginID
xxxxx
and press
. (“xxxxx” is the loginID for the agent you
want to change.)
NOTE:
Return
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...
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