Index
CentreVu®
Advocate Release 8 User Guide
IN-4
Delete
. . . . . . . . . . . . . . . . . . . . . . . GL-9
Delete Skills per Agent
. . . . . . . . . . . . . . 12-4
Designer Reports
. . . . . . . . . . . . . . . . . GL-9
Destination
. . . . . . . . . . . . . . . . . . . . 4-19
Dialed Number Identification Service (DNIS)
. . . GL-9
Dictionary
. . . . . . . . . . . . . . . . . . . . . GL-9
Calculations
. . . . . . . . . . . . . . . . . 13-21
DID
. . . . . . . . . . . . . . . . . . . . . . . . GL-9
Direct Abandon (DABN)
. . . . . . . . . . . . . GL-9
Direct Agent ACD (DACD)
. . . . . . . . . . . . GL-9
Direct Agent ACW (DACW)
. . . . . . . . . . . . GL-9
Direct Agent Calling
. . . . . . . . . . . . . . . . GL-9
Direct Agent Calls
. . . . . . . . . . . . . . .2-6
Percent Allocation
. . . . . . . . . . . . . . . .2-6
Skill Level
. . . . . . . . . . . . . . . . . . . .2-6
Direct Agent Calls First
. . . . . . . . . . . 12-5
,
Direct Agent Skill
. . . . . . . . . . . . . . . . . 12-6
DIRECTION
. . . . . . . . . . . . . . . . . . . . 9-15
Document contents
. . . . . . . . . . . . . . . . P-1
Drill-Down AUX Reserve2 Agents Report
. . . . 6-22
Drill-Down Graphical AUX Reserve1 Agents Report .
Drill-Down Reports
. . . . . . . . . . . . . . . . . 6-9
Drill-Down Work State Report for Reserve1 Agents .
dsplit
. . . . . . . . . . . . . . . . . . . . . . . 13-7
E
EAD
. . . . . . . . . . . . . . . . . . . . . . . . GL-9
EAD-LOA
,
EAD-MIA
Administration
. . . . . . . . . . . . . . . . . 1-12
Description
. . . . . . . . . . . . . . . . . . . 1-11
EAS
. . . . . . . . . . . . . . . . . .2-24
,
Entity
. . . . . . . . . . . . . . . . . . . . . . GL-10
Error Message
. . . . . . . . . . . . . . . . . GL-10
EWT
. . . . . . . . . . . . . . . . . . . . . . GL-10
Exception
. . . . . . . . . . . . . . . . . . . . GL-10
Exception Reports
. . . . . . . . . . . . . . . GL-10
Expected Wait Time
. . . . . . . . . . GL-10
Expected Wait Time (EWT)
. . . . . . . . . . . GL-10
Expert Agent Distribution
. . . . . . . . . . . . . 2-33
Expert Agent Distribution (EAD)
. . .2-3
Expert Agent Selection (EAS)
. . . . . . . . . GL-11
EXTENSION
. . . . . . . . . . . . . . . . . . . 9-15
Extension Call
. . . . . . . . . . . . . . . . . GL-11
F
FACTIVE_AG
. . . . . . . . . . . . . . . . . . 13-21
FAGINRING
. . . . . . . . . 4-17
FAVAILABLE
. . . . . . . . . . . . . . . . . . 13-10
FBUSY
. . . . . . . . . . . . . . . . . . . . . GL-11
FDISC
. . . . . . . . . . . . . . . . . . . . . . GL-11
FINACW
. . . . . . . . . . . . 4-17
FINAUX
. . . . . . . . . . . . . . . 4-17
Flex Agents
. . . . . . . . . . . . . . . . . . . GL-11
Flex Agents Staffed
. . . . . . . . . 6-25
. . . . . . . . . . . . . . . . . . . . . . . . . 6-16
Flexible Routing
. . . . . . . . . . . . . . . . . GL-11
FONACD
. . . . . . . . . . . 4-17
Forced Disconnect (FDISC)
. . . . . . . . . . . GL-12
Forced Multiple Call Handling (FMCH)
. . . . . GL-12
FOTHER
. . . . . . . . . . . . . . . 4-17
FSTAFFED
. . . . . . . 6-16
,
FTE_AGENTS
. . . . . . . . . . . . . . . .9-9
FTEA_AVAUX
. . . . . . . . . . . . . . . . . . 13-21
Full time equivalent agents staffed
. . . . . . . . 9-9
G
GNONACD
. . . . . . . . . . . . . . . . . . . 13-11
Graphical Reports
Introduction
. . . . . . . . . . . . . . . . . . . 9-14
Greatest Need
. . 2-23
,
Administration
. . . . . . . . . . . . . . . . . 1-3
Description
. . . . . . . . . . . . . . . . . . . 1-3
H
hagent
. . . . . . . . . . . . . . . . . . . . . . . 13-7
Handle Any Media
Additional Reports
. . . . . . . . . . . . . . . 4-9
Agent Selection
. . . . . . . . . . . . . . . . . 4-2
Assigning Reserve Agents
. . . . . . . . . . . 4-5
Call Selection
. . . . . . . . . . . . . . . . . . 4-3
Change Agent Skills Dialog Box
. . . . . . . . 4-4
Customer Example
. . . . . . . . . . . . . . . 4-1
Customer Options
. . . . . . . . . . . . . . . 4-3
Hunt Group
. . . . . . . . . . . . . . . . . . . 4-3
Implementation
. . . . . . . . . . . . . . . . . 4-2
Modified Reports
. . . . . . . . . . . . . . . . 4-23
Overview
. . . . . . . . . . . . . . . . . . . . 4-1
Report Database Items and Calculations
. . . 4-9
Reports
. . . . . . . . . . . . . . . . . . . . . 4-9
Split/Skill Call Profile Setup Dialog Box
. . . . 4-7
Supervisor Administration
. . . . . . . . . . . 4-4
Supervisor Options
. . . . . . . . . . 4-6
,
,
Switch Administration
. . . . . . . . . . . . . . 4-3
Things to Note
. . . . . . . . . . . . . . . . . 4-25
Verify the Solution Through Reports
. . . . . . 4-9
Help Schedule Agents with Multiple Skills
. . . . . 2-25
Historical Agent Group Summary report
,
Historical and Real-Time Data
. . . . . . . . . . 13-3
Historical Database
. . . . . . . . . . . . . . . GL-12
Historical Graphical Average Positions Staffed
. . . . . . . . . . . . . . . . . . . . . . 9-11
Input Fields
. . . . . . . . . . . . . . . . . . . 9-12
Report Example
. . . . . . . . . . . . . . . . 9-13
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: ......