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Introduction
CentreVu®
CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities 1-22
Expanded Agent
Capabilities
(
DEFINITY
ECS
R5 and Later)
1
The expanded agent capabilities feature allows EAS agents to have up to
20 skills assigned. Each skill may be assigned a level from 1 to 16,
where1 is the highest level and 16 is the lowest. (The numeric level
replaces the skill type
p
or
s
used in earlier G3 EAS releases.) Agents
may have a call handling preference based either on the skill level,
meaning that the agent will serve calls waiting for their highest level skill
before serving calls waiting for any lower level skills; or based on greatest
need, meaning that the agent will serve the highest-priority, oldest call
waiting for any of their skills.
The expanded agent capabilities feature also allows the specification of
the skill to be used for the agent’s direct calls. This also allows
specification of the level for the direct agent skill; which, in conjunction
with the agent’s call handling preference, may affect the order in which a
direct agent call is delivered to an agent. That is, direct agent calls need
to be delivered for all skill ACD calls.
A new concept introduced in R3V5 CMS, the top skill, can be useful in
EAS implementations that use skill level call handling preference for the
agents. An agent’s first administered, highest level skill is the agent’s top
skill, since it is for this skill that the agent is most likely to handle calls.
This is the skill that can “count on” the agent. New database items have
been added to track the number of top agents in skills, as well as the time
top agents spent available and in AUX.
The expanded agent capabilities on the switch include an increased
number of measured splits/skills to 600 and an increase in the number of
measured agent/split or agent/skill pairs to 10,000 for the G3r processor,
as well as new options for Most Idle Agent (MIA) call distribution. The
new options allow selection of MIA distribution across skills, rather than
for each skill, and selection of whether agents in ACW are or are not
included in the agent free list. These options have no direct impact on
CMS, since CMS does not keep track of the most idle agent.
Multiple Call
Handling (G3V3)
1
The Multiple Call Handling feature allows an ACD agent to put a call on
hold and push the Auto-In or Manual-In key to take another ACD call.
CentreVu
CMS tracks the hold state as a call state, not an agent state.
This means that hold time is counted for each call. For example, an agent
who places two calls on hold for 5 minutes to answer a third accrues 10
minutes hold time for the two calls in the space of only 5 minutes on the
clock.