Feature interactions

Percent Allocation

This section includes the following topics:

Add or remove skills via Feature Access Code on page 112

Agent log in and log out on page 112

Auto Reserve Agents on page 113

Location Preference Distribution on page 113

Multiple call handling on page 113

Percent Allocation Distribution on page 114

Predicted Wait Time on page 114

Related topic

For an overview of Percent Allocation, see Percent Allocation on page 31.

Add or remove skills via Feature Access Code

If percent-allocationis entered in the Call Handling Preference: field on the Agent LoginID Form, the Add Skill and Remove Skill features cannot be used. If you attempt to use the Add Skill or Remove Skill features when Percent Allocation is enabled, the attempt is denied and you hear an intercept tone.

Agent log in and log out

The agent work time measurement used by Percent Allocation and Least Occupied Agent is initialized when an agent logs in. If an agent logs out during a shift, then logs back in, the agent’s measurements for work time and occupancy reinitializes.

Note:

Logging in and out reduces the effectiveness of Percent Allocation, particularly the Dynamic Percentage Adjustment feature.

112 Avaya Business Advocate User Guide

February 2006

Page 112
Image 112
Avaya 3.1 manual Percent Allocation, Add or remove skills via Feature Access Code, Agent log in and log out