Lucent Technologies CentreVu Advocate, Руководство пользователя

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Call Center Solution: Make Agent Idle Time More Uniform
CentreVu® Advocate Release 8 User Guide
Implementation
10-2
Implementation
10
The agent selection method is a form of Least Occupied Agent (LOA). In
this solution, agents may be assigned any call handling preference, as
determined by the call center administrator.
Agent Selection
10
Agent selection for this call center solution is through Expert Agent
Distribution-Least Occupied Agent (EAD-LOA). With EAD-LOA, the
agent will be selected who has the highest skill level for the incoming call
(only two or three skill levels need to be used to benefit with LOA). LOA
will select the agent who has the lowest amount of occupancy since
login, which will more evenly distribute the work load between agents and
make idle time more uniform. Most Idle Agent (MIA) is not used because
MIA tends to give more calls to agents with more skills (“hot seat”
emulation).
Call Selection
10
Agents may be assigned any call handling preference. All agents within a
skill should have the same call handling preference assigned. No specific
CentreVu
®
Supervisor administration is necessary to implement this
solution.
Switch
Administration
10
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.
Customer Options
10
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.
Hunt Group
10
On the Hunt Group form, set the following parameters:
●
Enter the skill number on the command line.
●
On page 1, the
Group Type:
field should be set to EAD-LOA or
UCD-LOA, depending on how agents are to be selected for calls.
Administer these parameters for the Airlines skill, the Domestic skill, and
the International skill.