Administer CentreVu
®
Advocate on DEFINITY
®
ECS
CentreVu® Advocate Release 8 User Guide
Feature Interactions
11-28
Interaction with
Service Level
Supervisor
11
Agents who only have reserve skills cannot receive Direct Agent calls.
Callers will hear intercept tone when the call is received. If you have
agents who are only assigned reserve skills and you want them to be
able to receive direct agent calls, assign them to a direct agent skill as
standard agents.
Agents will receive direct agent calls in their standard skills in the same
way regardless of whether the skill is above or below its thresholds. That
is, if the agent is administered to receive direct agent calls before other
ACD calls, this will happen regardless of whether a standard skill is over
its thresholds. If the agent does not normally receive direct agent calls
first, this preference will be maintained when the agent’s standard skills
are over threshold.
Lucent recommends that you do not use the Service Level Supervisor
feature with a direct agent skill.
Interaction with
Least Occupied
Agent
11
All an agent’s time on a direct agent call is included in the agent’s work
time and occupancy.
Distributed
Communications
System (DCS)
11
The
CentreVu Advocate features are not transparent over the Distributed
Communications System (DCS) link.
Expected Wait
Time
11
When reserve agents are used (Service Level Supervisor), Expected
Wait Time (EWT) calculations are less accurate. Specifically, when
reserve agents are eligible to receive calls, EWT may be overestimated.
When reserve agents are not eligible to receive calls, EWT may be
underestimated.
Expert Agent
Distribution
(EAD)
11
In Expert Agent Distribution (EAD) skills using the LOA agent selection
method,
DEFINITY ECS searches the idle agent queue by skill level for
the least occupied agent. In other words, the switch first searches for the
least occupied skill level 1 agent. If no skill level 1 agent is available, the
switch searches for the least occupied skill level 2 agent, and so on.
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: ......
