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3.1 manual
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Avaya Business Advocate
Release 3.1
User Guide
07-300653
Release 3.1
February 2006
Issue 1
Contents
Main
Page
Avaya Business Advocate User Guide Contents
Page
Administering Business Advocate on Communication Manager . . . . . . . . . . . 79
6
Page
Administering Business Advocate through CMS Supervisor . . . . . . . . . . . . . 123
Appendix A: Business Advocate database items and calculations . . . . . . . . . . 135
Preface
Purpose
Audience
Reasons for reissue
Related documents
Communication Manager administration documents
Call Center documents
Documentation Web sites
Availability
Overview of Business Advocate
Overview
The importance of contact centers
Why Avaya Business Advocate?
Traditional contact centers versus Business Advocate contact centers
Matching your needs with Business Advocate solutions
Page
Introduction to Business Advocate
What is Business Advocate?
Business Advocate agent licensing
Business Advocate methods versus traditional methods
Combining methods to achieve wanted results
Call and agent selection
Call selection
Agent selection
20
Automated agent staffing adjustments
Selecting calls
How call selection works
Considerations for call selection
22
How calls are selected for an agent
Call selection measurement
Current Wait Time
Predicted Wait Time
Call selection methods
Greatest Need
Skill Level
Service Objective
Call Selection Override
What is Call Selection Override?
How does Call Selection Override work?
Call Selection Override example
Sending Direct Agent Calls first
Dynamic Queue Position
What is Dynamic Queue Position?
How does Dynamic Queue Position work?
Dynamic Queue Position example
Call selection examples
Greatest Need without Service Objective
Greatest Need with Service Objective
Skill Level without Service Objective
Skill Level with Service Objective
Selecting agents
Agent selection methods
How agents are selected for calls
Agent selection options
Most Idle Agent (MIA)
Least Occupied Agent (LOA)
LOA and extension calls
Agent occupancy
Percent Allocation Distribution (PAD)
Agent selection when a new call arrives
Agent selection examples
EAD-LOA
UCD-LOA
EAD-MIA
UCD-MIA
PAD
Call selection during call surplus
Agent selection during agent surplus
Automated agent staffing adjustments
Reserve agents
Service Level Supervisor
What happens when a skill goes over threshold
Assigning reserve agents
Activation of reserve agents
Considerations for reserve skills
Overload thresholds
Dynamic Percentage Adjustment
Auto Reserve Agents
Developing your strategy
Combining agent and call selection methods
Different needs within a contact center
Avaya support for Business Advocate
Feature compatibility
Call selection methods (call handling preferences)
Agent selection methods (hunt group types)
Feature combinations to avoid
Page
Business Advocate solution examples
Maintaining service levels - one scenario
Page
Page
Page
Page
Adding customer segments
Page
Service objectives
Page
Page
Increasing revenue
Agent assignment
Agent selection
Overload thresholds and service objectives
Page
Page
Page
Automating agent moves to back up calls
Page
Page
Page
Page
Page
Page
Controlling agent time in a skill
Page
Service level target
Expected call handling time
Page
Page
Page
Administering Business Advocate on Communication Manager
Requirements for setting up Business Advocate
System requirements
Communication Manager or CMS Supervisor?
Business Advocate decisions at a glance
Page
System-level decisions
MIA Across Splits or Skills
After Call Work Considered idle?
Call Selection Measurement
Service Level Supervisor Call Selection Override
VDN-level decisions
Skill-level decisions
Group Type (Agent Selection method)
Expected Call Handling Time
Service Objective
Service Level Supervisor
Activate on Oldest Call Waiting
Call Selection Override
Overload thresholds
Dynamic Threshold Adjustment
Dynamic Percentage Adjustment
Service level target
Dynamic Queue Position
Agent-level decisions
Call Handling Preference (call selection method)
Service Objective
Direct Agent Calls First
Reserve Levels
Administration procedures
Administering Least Occupied Agent
Where is LOA administered?
How to administer LOA
Administering Most Idle Agent
Where is MIA administered?
How to administer MIA
Administering Greatest Need
Where is Greatest Need administered?
How to administer Greatest Need
Administering Skill Level
Where is Skill Level administered?
How to administer Skill Level
Administering Percent Allocation for call and agent selection
Getting the best results with Percent Allocation
Where is Percent Allocation administered?
How to administer Percent Allocation for an agent
How to administer PAD and Dynamic Percentage Adjustment for a skill
How to administer Auto Reserve Agents at the system level
Administering Service Objective
Before you start
How to administer Service Objective for an agent
How to administer Service Objective for a skill
Administering Predicted Wait Time or Current Wait Time
Administering Dynamic Queue Position
Who is Dynamic Queue Position designed for?
How does Dynamic Queue Position work?
How does the Service Objective field work?
Where is Dynamic Queue Position administered?
How to administer Dynamic Queue Position
How to administer a Service Objective for a VDN
Administering Service Level Supervisor
Where is Service Level Supervisor administered?
How to administer Service Level Supervisor for a skill
How to administer a Reserve Agent
How to administer Call Selection Override system wide
Feature interactions
BCMS and VuStats
Acceptable Service Level (sec): field
Service Level Supervisor
Direct Agent Calls
Skill Level
Percent Allocation
Service Level Supervisor
Least Occupied Agent
Least Occupied Agent
Location Preference Distribution
Reserve agents and Location Preference Distribution
112
Percent Allocation
Related topic
Add or remove skills via Feature Access Code
Agent log in and log out
Auto Reserve Agents
Location Preference Distribution
Multiple call handling
Percent Allocation Distribution
Predicted Wait Time
Service Level Supervisor and reserve agents
Related topic
Abandoned calls
Agent work states
Audix
Page
Service Objective
Service Objective (sec): field
Dynamic Queue Position
Work time and occupancy
Agent hold
Agent log in and log out
Page
Extension calls and LOA
Non-ACD calls
Redirect on no Answer (RONA)
Page
Page
Administering Business Advocate through CMS Supervisor
Agent administration
Using the Change Agent Skills dialog box
Accessing the Change Agent Skills dialog box
Working with agent skills
Reviewing agent skills
Adding skills per agent
Deleting skills per agent
Administering call handling preferences
Administering Greatest Need
Administering Skill Level
Administering Percent Allocation
Administering reserve agents
Using an agent template
Accessing the Multi-Agent Skill Change dialog box
Adding agents to a skill
Removing agents from a skill
Moving agents between skills
Using the Multi-Agent Skill Change dialog box
Using the Move Agents Between Skills dialog box
Administering acceptable service levels
Page
Appendix A: Business Advocate database items and calculations
Database items
Split/Skill items
Agent database items
Agent Login/Logout database items
Dictionary calculations
Standard Dictionary calculations
Report-specific calculations
Glossary
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Page
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Index
A
B
C
D
E
F
G
H
I
L
M
S
T
U
V
W