Lucent Technologies CentreVu Advocate, Руководство пользователя

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Administer CentreVu
®
Advocate on DEFINITY
®
ECS
CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor
11-22
2. In the Call Handling Preference field, type
percent-allocation
and press .
When you enter percent-allocation as the agent’s call handling
preference, the Direct Agent Calls First? field replaces the Service
Objective field.
3. Choose one of the following options for the Direct Agent Call First?
field:
●
If you want the agent to receive direct agent calls before all
other ACD calls, enter
Y
. Direct Agent calls will now override
the Percent Allocation call selection method.
●
If you want to treat direct agent calls just like skill calls and
answer them only when there is a best percentage match,
enter
N
. Now Percent Allocation will control the selection of
Direct Agent calls just as it controls the selection of other ACD
calls.
If Direct Agent calls represent a significant portion (roughly
33% or higher) of an agent’s work time, Lucent recommends
entering
N
in this field. Otherwise, we recommend that you
enter
Y
.
4. Move the cursor to the PA field for the agent’s first standard skill.
5. Enter a percentage from 1 to 100.
6. Repeat step 5 for each of the agent’s remaining standard skills.
7. Once you’ve checked that the assigned percentages total 100%,
press to save your changes.
To Administer Direct
Agent Skills
11
Before you begin this procedure, use the Hunt Group form to create a
skill dedicated to receive Direct Agent calls. If you already have a skill
dedicated to receiving Direct Agent calls, begin at step 1.
1. At the command line prompt, type
change agent-loginID
xxxxx
and press . (“xxxxx” is the loginID for the agent you
want to change.)
Enter
NOTE:
Enter
Return