Instruction manual
CentreVu
CMS Open Database Connectivity
GL-14
Expert Agent Selection
(EAS)
Expert Agent Selection (EAS) is an optional switch feature that builds on
the power of the Call Vectoring and ACD features of the switch to match
the skills required to handle a particular call to an agent who has at least
one of the skills that a caller requires. Agents are assigned a single set of
work mode buttons, rather than one set per skill. This simplifies the
agent’s interface to the work mode buttons. When the “MI” (Manual In) or
“AI” (Auto In) button is lighted, the agent is available to take a call in any
assigned skills or, in the case of Multiple Call Handling (MCH), in any
MCH skills. The ACD queuing and the vector commands
Queue-to-Main
and
Check-Backup
are used to route a call to an agent with the
appropriate skill to handle that call.
CMS collects data on skills in the same manner as it collects data on
splits. Real-time Agent reports generally indicate the skill in which agents
are currently working. Skill reports show the performance of the skill
overall, displaying such items as the ASA, the number of calls, and the
percentage of calls answered within the target service level for the skill.
CMS also reports VDN data by VDN skill preference, so that customers
can assess the call center performance relative to calls requiring
particular skills. CMS reports how many calls were handled, how long
these calls waited for service, and the average talk time for calls queued
to a particular skill preference in a particular VDN.
External Call Calls made to off-switch destinations. This includes calls to other
switches in a DCS network.
Extension Call Extension calls are any calls originated by agents and non-ACD calls
received by agents. For the Generic 2.2 and Generic 3 switches and the
ECS, these include calls an agent makes to set up a conference or
transfer.
FBUSY See
Forced Busy
.
FDISC See
Forced Disconnect
.
Find One A CMS action that searches the database for entries that match the input
value and displays the matching entries one at a time.
First Threshold A graph term for the lower limit of a particular condition in a graph report.
The bar(s) change color/intensity when the defined limit is met, notifying
you that a Caution condition could exist.
Flex Agents Agents who have a role of Roving, Backup, or Allocated. Top and
Reserve agents are not Flex agents. See the
CentreVu
®
Advocate User
Guide
, 585-210-927, for more information.