Lucent Technologies CentreVu Advocate, Руководство пользователя

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Call Center Solution: Minimize Abandoned Calls CentreVu® Advocate Release 8 User Guide
Implementation
5-3
Switch
Administration
5
Several items must be administered on the switch administration forms
for this business solution to work. See Chapter 11, “Administer
CentreVu
®
Advocate on DEFINITY
®
ECS” for more information on switch
administration. Before administering the solution on the DEFINITY
switch, determine what value the thresholds should be to minimize
abandons for each skill by setting up and viewing call profiles. The
average times to abandon will be used as the Acceptable Service Levels.
See
"Real-Time Split/Skill Call Profile Report" and "Historical Split/Skill
Call Profile Report" in this chapter.
Customer Options
5
On the System Parameters Customer Options form, set the following
fields:
●
CentreVu Advocate?
must be set to Y.
●
Expert Agent Selection (EAS)?
must be set to Y.
Features
5
On the System Parameters Features form, set the following fields:
●
Call Selection Measurement:
set to
predicted-wait-
time
.
●
Service Level Supervisor Call Selection Override
should be set to Y (the default with Service Level Supervisor).
Hunt Group
5
On the Hunt Group form, set the following parameters:
●
Enter the skill number on the command line.
●
On page 1, enter
UCD-LOA
in the
Group Type:
field.
●
To use Service Level Supervisor, the
Skill?
field must be set to Y.
●
On page 2, set the
Expected Call Handling Time (sec):
field to 75 seconds.
●
If you are using Service Level Supervisor, on page 2, set the
Service Level Supervisor?
field to Y.
●
Administer the following thresholds: Level 1: 90 seconds, Level 2:
150 seconds.
Administer these parameters for the Special Events skill, setting the
Acceptable Service Level:
to 40 seconds. Administer these
parameters for the Popular Artists skill, setting the
Acceptable
Service Level:
to 55 seconds, with corresponding level 1 and level 2
thresholds for each skill.