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CentreVu® Advocate Release 8 User Guide
viii
Things to Note . . . . . . . . . . . . . . . . . . . 5-19
Call Center Solution: Automate Agent Moves . . . . . . . . . . . . . .
Overview . . . . . . . . . . . . . . . . . . . . .
Advocate Feature . . . . . . . . . . . . .
Customer Example . . . . . . . . . . . . . . . .
Implementation . . . . . . . . . . . . . . . . . . .
Agent Selection . . . . . . . . . . . . . . . .
Call Selection . . . . . . . . . . . . . . . .
Switch Administration . . . . . . . . . . . . . . .
Customer Options . . . . . . . . . . . . . . .
Features . . . . . . . . . . . . . . . . . .
Hunt Group . . . . . . . . . . . . . . . . .
Supervisor Administration . . . . . . . . . .
Change Agent Skills Dialog Box . . . . . . . . . .
Options . . . . . . . . . . . . . . . . . .
Split/Skill Call Profile Setup Dialog Box . . . . . . . . .
Field Descriptions . . . . . . . . . . . . . . .
Verifying the Solution Through Reports. . . . . . . . . . .
Reports . . . . . . . . . . . . . . . . . . . .
Modified Reports . . . . . . . . . . . . . . .
Drill-Down Reports . . . . . . . . . . . . . . .
Additional Information . . . . . . . . . . . . .
Database Items and Calculations . . . . . . . . . .
Real-Time Graphical Staffing Profile Report . . . . . . . .
Input Fields . . . . . . . . . . . . . . . . . 6-10
Report Example . . . . . . . . . . . . . . . . 6-11
Report Description . . . . . . . . . . . . . . . 6-11
Real-Time Graphical Active Agents Report . . . . . . . . 6-14
Input Fields . . . . . . . . . . . . . . . . . 6-15
Report Example . . . . . . . . . . . . . . . . 6-16
Report Description . . . . . . . . . . . . . . . 6-16
Reserve1 AUX Agents Report. . . . . . . . . . . . . 6-19
Reserve2 AUX Agents Report. . . . . . . . . . . . . 6-22
Modified Reports . . . . . . . . . . . . . . . . . 6-25
Real-Time Multi-ACD Top Agent Report . . . . . . . . 6-25
Real-Time Queue/Top Agent Status Report . . . . . . . 6-26
Real-Time Graphical Top Skill Status Report . . . . . . 6-27
Real-Time Skill Top Agent Report . . . . . . . . . . 6-27
Drill-Down Top Agent Work State Report . . . . . . . 6-28
Drill-Down Work State Report . . . . . . . . . . . 6-29
Integrated Graphical Split/Skill View Report . . . . . . 6-29
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: ......