Call Center Solution: Handle Any Media
CentreVu® Advocate Release 8 User Guide
Implementation
4-6
skill, in addition to their top skill and other skill(s) that may have skill
levels of 2-16. Some agents are assigned only reserve skills. These
agents do not take calls unless one of their skills are over threshold. To
assign reserve agents to each of the four skills used in this solution, use
the following steps on the Change Agent Skills form:
1. Select Call Handling Preference: Greatest Need or Call Handling
Preference: Skill Level.
2. Select the Service Objective check box.
3. Select Add Skills. The Add Agent Skills dialog box will display.
4. Add the E-mail, Fax, Voice calls, and Video Calls skills for the agent
based on the agent’s expertise.
5. Set the reserve agent’s skill level to reserve1 (R1) for each assigned
skill that the agent will receive calls for only after that skill has
exceeded its administered threshold.
6. Select OK to accept the assignment in both the Add Agent Skills
and Change Agent Skills dialog boxes.
Options
4
If you have several agents that need to have the same assigned skills
and skill levels, use the Agent Template options on the Change Agent
Skills form to use the information for another agent.
1. Using procedures in the Chapter 6, “Agent Administration,” of the
CentreVu
®
CMS R3V8 Administration document (585-210-910),
define an agent template with the skill profiles you wish to apply to a
group of agents.
2. Select the agent template in the Select Agent/Template dialog box.
The Change Agent Skills dialog box will display with the skill profiles
for that template displayed.
3. Select the Agent Name(s)/Login ID(s) check box and enter up to
50 agents in the agent field or select up to 50 agents using the drop-
down list or Browse dialog box.
4. Select OK.
CentreVu Supervisor will buffer the change agent skills requests and
send them to the switch one at a time. A status dialog box will
display with the status of each agent request.
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...
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