Lucent Technologies CentreVu Advocate, Руководство пользователя

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Preface CentreVu® Advocate Release 8 User Guide
Organization and Use of This Document
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Organization and Use of This Document
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Organization of
Document
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The following list describes the contents of each chapter and appendix in
this document:
Preface Preface: includes information on document standards, a brief introduction to
the document, and a description of each chapter in the document.
Chapter 1
Introduction: gives an overview of the five
CentreVu Advocate features, an
overview of agent and call selection methods, and lists terminology specific to
the
CentreVu Advocate feature set.
Chapter 2 Custom CentreVu
®
Advocate Solutions: gives guidelines on administering
CentreVu Advocate solutions to work together in the call center environment,
and provides a table that lists each
CentreVu Advocate solution with its
prerequisite switch and Supervisor administration, its supporting reports, which
other
CentreVu Advocate solutions the solution does and does not work with,
and any comments regarding implementation. This chapter also includes
information on what users need to know in order to implement custom call
center solutions through
CentreVu Advocate, and includes a Table of Objectives
pairing objective groups with suggested CentreVu Advocate solution
combinations.
Chapter 3
Maximizing Revenues: this call center business need is described, along with
the CMS and
CentreVu Supervisor administration necessary for
implementation, the reports and report elements used to verify the solution, and
things to keep in mind when implementing the solution. This chapter discusses
the Greatest Need with Service Objective and Least Occupied Agent
components of
CentreVu Advocate.
Chapter 4 Handle Any Media: this call center business need is described, including
setting different levels of service for different media, along with the CMS and
CentreVu Supervisor administration necessary for implementation, the reports
and report elements used to verify the solution, and things to keep in mind when
implementing the solution. This chapter discusses the Greatest Need or Skill
Level with Service Objective, Least Occupied Agent, and reserve agents with
Service Level Supervisor components of
CentreVu Advocate.