Lucent Technologies 555-235-100 manual CentreVu Advocate

5 CentreVu Advocate

•Service Level Supervisor with Reserve Agents

Service Level Supervisor gives you the ability to set Estimated Wait Time (EWT) thresholds for skills and to assign agents as reserve, in the event a skill overruns its threshold. Service Level Supervisor will override your agents normal call handling preference to assist calls from a skill whose threshold has been exceeded. This feature allows your call center to rapidly adjust to high traffic conditions with the flexibility of automatically activating predefined Reserve Agents when a skill is in an over-threshold condition. This feature will improve your overall efficiency by eliminating the need for your Supervisors to manually intervene when traffic conditions change and by effectively scheduling workloads for agents with multiple skills.

•Percent Allocation

Percent Allocation allows you to designate the percentage of time your agents spend in each skill. Incoming calls are matched to those agents with the “best fit” based on their allocated skill percentage. By scheduling an agent’s time among multiple skills, you can better utilize and schedule your agents. Percent Allocation can also improve agent performance and satisfaction by “guaranteeing” them a certain amount of time in each skill.

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 5-24