Lucent Technologies CentreVu Advocate, Руководство пользователя

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Call Center Solution: Handle Any Media CentreVu® Advocate Release 8 User Guide
Implementation
4-5
4. Select Change Agent Skills on the Operations tab.
5. Select OK. The Select Agent/Template dialog box will display.
6. Select an agent by entering the agent’s name in the text box, using
the drop-down history list or using the history button.
7. Select OK. The following Change Agent Skills dialog box will display
with the selected agent’s information shown in the title bar. The
Assigned Skills grid will display on the dialog box.
8. Select Call Handling Preference: Greatest Need or Call Handling
Preference: Skill Level.
9. Select the Service Objective check box.
10. Select Add Skills. The Add Agent Skills dialog box will display.
11. Add the E-mail, Fax, Voice Calls, and Video Calls skills for the agent
based on the agent’s expertise.
12. Set the agent’s skill level for each assigned skill.
13. Select OK to accept the assignment in the Add Agent Skill dialog
box and OK in the Change Agent Skill dialog box.
Assigning Reserve
Agents
4
Reserve agents in this solution are agents assigned a skill level of
reserve1 (R1) for the skills that they are backing up (not set as their Top
Skill). An agent may have a reserve1 skill level set for more than one