Lucent Technologies CentreVu Advocate, Руководство пользователя

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Custom CentreVu
®
Advocate Solutions CentreVu® Advocate Release 8 User Guide
Call and Agent Selection
2-4
based on the total time an agent has with one or more Automatic Call
Distribution (ACD) calls ringing, active, or on hold for any of an agent’s
assigned skills, and optionally, the total ACW time for any of an agent’s
assigned skills divided by the total time staffed in any assigned skill.
Agent AUX time is not included in the calculation of agent occupancy.
LOA and AUX Time
2
The following table illustrates how LOA tracks extension calls since agent
AUX time is not included in the calculation of agent occupancy:
Agent Call
Handling Table
2
Skill call distribution and preference handling distribution work together in
the following ways to affect overall call distribution, as shown in the
following table. Note that once a skill is chosen, then the highest priority,
oldest call waiting is chosen. The following table discusses skill selection:
The Extension Call is: LOA:
in AUX ignores this time
in Auto-In/Manual-In with no ACD
call on hold tracks this as idle time
with an ACD call on hold tracks this as work time
in ACW If “ACW Considered Idle?” is Y on
the
DEFINITY System
Parameters form, LOA tracks as
idle time
If “ACW Considered Idle?” is N
on the
DEFINITY System
Parameters form, LOA tracks this
as work time
Agent Goes
Available, and
Call Handling
Preference is:
Calls Waiting
EAD-MIA—
No Calls
Waiting
UCD-MIA—
No Calls
Waiting
EAD-LOA—
No Calls
Waiting
UCD-LOA—
No Calls
Waiting
Skill Level
Call Handling
Preference
(without
Service
Objective) Take the highest
skill level,
highest priority,
longest wait
time call in
queue. Put the agent
on the MIA list
by skill level. Put the agent
at the back of
the MIA list. The next
agent
selected is the
highest skill
level agent
with the least
occupancy. The next
agent
selected is the
agent with the
least
occupancy.