Lucent Technologies CentreVu Advocate, Руководство пользователя

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Custom CentreVu
®
Advocate Solutions CentreVu® Advocate Release 8 User Guide
Call and Agent Selection
2-7
skill. The agent will handle calls for other skills only if there are no calls
queued for the agent’s top skill. The agent is considered a “top agent” for
a skill if the agent has a skill level of “1” assigned for that skill.
For agent tracking purposes, the top skill can also be considered the first-
assigned, highest-level skill. This is the skill that the agent first logs into
when logging in. In this case, any non-ACD call related time, such as
AUX or after call work, would be recorded in this top skill. This is a key
consideration in reports. Also, if an agent receives calls in two skills for
which that agent has the same assigned skill level, and the calls queue at
the same priority, the agent will receive the call in the agent’s first-
assigned skill.
Service Level
Supervisor
2
Service Level Supervisor is an override feature used to select skills for
agents. Service Level Supervisor has Expected Wait Time (EWT)
thresholds set for skills and overrides normal agent call handling
preferences to handle calls from a skill whose threshold has been
exceeded. Additional reserve agents can also be activated automatically
when the skill is in the over threshold condition. If you want to impact the
percent within service level (depending on the acceptable service level),
then set Threshold 1 approximately 5-10 seconds below the acceptable
service level on a skill. Generally, the thresholds are set below the
abandoned call profile for a skill, and this profile should be determined
before thresholds are administered.
Thresholds
2
Service Level Supervisor allows you to administer two thresholds, based
on the administered EWT, for each skill. When a particular skill’s EWT
exceeds the first threshold, the skill goes into the Overload 1 state. When
the skill exceeds the second threshold, the skill goes into the Overload 2
state. As agents become available for calls, if any of the agents’ assigned
skills are in an Overload 2 state, the agents’ normal call handling
preference is ignored and they receive calls from the Overload 2 skill. If
there are no skills in the Overload 2 state, agents will be connected to
any calls in skills that are in the Overload 1 state. If no skills are in the
Overload 1 state, then agents receive calls based on their administered
call handling preference; that is, skill level, greatest need, or percent
allocation. When one or more skills are at the same overload level, the
skill with the highest priority call whose call selection measurement
(current wait time or predicted wait time) is the highest percentage over
threshold will be selected.