Lucent Technologies CentreVu Advocate, Руководство пользователя

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Introduction: CentreVu
®
Advocate CentreVu® Advocate Release 8 User Guide
Call Selection Methods
1-9
Calls in Standard and
Reserve Skills
1
If you want to guarantee that a standard skill is handled before a reserve
skill, use Skill Level call handling preference and have no standard skills
assigned as level 16. Agents stay focused on their primary tasks even
when thresholds are exceeded. If agents have no calls waiting in their
primary skills, these agents can then help a skill that is over threshold.
This option allows thresholds to be set much lower without impacting the
overall efficiency of the call center. This option can be used to improve
the percent within service level for a skill in overload while protecting the
service level of the skill in normal mode.
Agent Occupancy
1
This option gives call centers a better level of agent occupancy without
sacrificing the service level on skills. On the
DEFINITY ECS Release 5,
agents were assigned backup skills to improve agent occupancy in
smaller skills. If the backup skill had many calls waiting in queue, the
occupancy for those agents increased significantly. However, since the
agents in the smaller skill are now busy more often, the service level for
the smaller skill drops. With the call selection override option set to OFF,
agents in the smaller skill can be assigned another skill as a reserve skill
and they will only help the reserve skill when that skill is in trouble and
there are no calls waiting in queue for the smaller skill. Most of the time,
the reserve skill is in normal mode and good service is provided to the
smaller skill. When the reserve skill goes over threshold, the agent’s
occupancy goes up. If no call is waiting in queue for a smaller skill, the
agent handles a reserve skill call, and while the reserve skill is in
overload, the service level of the smaller skill drops because the agents
are busier.
Result
1
The net effect of using Service Level Supervisor is to allow agents to be
automatically moved to calls in the skills that are becoming or have
become overloaded, as defined by the administered thresholds. In steady
state situations, that is, no skills have exceeded their administered
thresholds, the agents’ normal call handling preferences apply for call
selection.