Lucent Technologies CentreVu Advocate, Руководство пользователя

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Introduction: CentreVu
®
Advocate CentreVu® Advocate Release 8 User Guide
Call Selection Methods
1-7
Thresholds
1
Service Level Supervisor allows you to administer two thresholds, based
on the administered EWT, for each skill. When a particular skill’s EWT
exceeds the first threshold, the skill goes into the Overload 1 state. When
the skill exceeds the second threshold, the skill goes into the Overload 2
state. When Call Selection Override is ON (set to Yes (Y) on the System
Parameters Features form), as agents become available for calls, if any
of the agents’ assigned skills are in an Overload 2 state, the agents’
normal call handling preference is ignored and they receive calls from the
Overload 2 skill. If there are no skills in the Overload 2 state, agents will
be connected to any calls in skills that are in the Overload 1 state. If no
skills are in the Overload 1 state, then agents receive calls based on their
administered call handling preference; that is, skill level, greatest need,
or percent allocation.
Over Threshold State
1
When more than one skill is at the same overload level, Service Level
Supervisor will select the skill with the highest priority call in queue whose
call selection measurement is the highest percentage above the
administered threshold. If a skill has a top priority call with a predicted
wait time of 30 seconds and a threshold of 20 seconds, that skill is at
150% of its assigned threshold. If another skill has a top priority call with
a predicted wait time of 100 seconds and a threshold of 100 seconds,
that skill is at 100% of its assigned threshold. The call from the first skill is
at a higher percentage of its threshold, and will be answered first.
Reserve Agent
Activation
1
Reserve agents can be activated at each overload threshold. These
reserve agents will be made available to take calls from a skill only when
it is in an overload condition. When the skill returns to a normal state,
calls from that skill will not be sent to reserve agents.
Call Selection
Override
1
Within Service Level Supervisor, there is a Call Selection Override
system-wide parameter. The default setting for this parameter is ON (Yes
(Y) on the System Parameters Features form). For more information on
Call Selection Override and the results of turning it on or off, see Chapter
2, “Custom
CentreVu
®
Advocate Solutions” in this document.
Call Selection Override
ON
1
When call selection override is on, agents will receive calls based on their
assigned call handling preference as long as the skills are in an under-
threshold state. Once a skill or skills that agents have assigned as
standard or reserve goes into an over threshold state, agents who
become available with this skill are diverted from their primary tasks and
start receiving calls from the skill that is over threshold. This includes top,