Lucent Technologies CentreVu Advocate, Руководство пользователя

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Call Center Solution: Maximize Revenues CentreVu® Advocate Release 8 User Guide
Implementation
3-3
To determine the acceptable service level in general, review the abandon
call profiles for each skill and target a service time that will minimize
abandons. For example, set the acceptable service level at five seconds
below the average time to abandon for a particular skill.
CentreVu
Supervisor
Administration
3
Agents need to have their call handling preferences set to Greatest Need
with Service Objective, and the appropriate agents then need to be
assigned to the skills Exclusive, Top Ten, and Orders with a skill level
based on their ability to generate revenue (1 is the highest level of
revenue generation). New Agents must have this administered on the
DEFINITY ECS forms (see Chapter 11, “Administer CentreVu
®
Advocate
on
DEFINITY ECS” for more information). Existing agents can have this
administered using the following procedure.
Change Agent
Skills Dialog Box
3
On the Change Agent Skills form, set agents’ call handling preference to
Greatest Need with Service Objective.
To administer an agent’s call handling preference, use the following
steps.
1. Select Commands from the CentreVu Supervisor Controller.
2. Select Agent Administration.
3. Select the Automatic Call Distributor (ACD) by entering the ACD in
the text box or selecting an ACD from the drop-down history list.
4. Select Change Agent Skills on the Operations tab.
5. Select OK. The Select Agent/Template dialog box will display.
6. Select an agent by entering the agent’s name in the text box, using
the drop-down history list or using the history button.
7. Select OK. The following Change Agent Skills dialog box will display
with the selected agent’s information shown in the title bar. The
Assigned Skills grid will display on the dialog box.