Call Coverage, Call Forwarding, Call Park, Call Pickup | Avaya 3.1

Work time and occupancy

Call Coverage

All time with one or more ACD calls ringing is included in the calculation of an agent’s work time and occupancy. This includes calls that are later redirected as a result of the Call Coverage feature.

Call Forwarding

All time with one or more ACD calls ringing is included in the calculation of an agent’s work time and occupancy. This includes calls that are later redirected as a result of the Call Forwarding feature.

Call Park

After a call is parked by an agent, the call does not affect that agent’s work time or occupancy.

Call Pickup

All time with one or more ACD calls ringing is included in the calculation of an agent’s work time and occupancy. This includes calls that are later redirected as a result of the Call Pickup feature.

Conference or transfer

All time with one or more ACD calls on hold as a result of initiating a conference or transfer is included in the calculation of an agent’s work time and occupancy.

Avaya Business Advocate User Guide

February 2006 119

Image 119

Avaya 3.1 manual Call Coverage, Call Forwarding, Call Park, Call Pickup, Conference or transfer

Contents

Avaya Business Advocate Compas Avaya Business Advocate User Guide Contents Business Advocate solution examples Administering Business Advocate on Communication Manager Business Advocate User Guide February Feature interactions 107 Glossary 139 Index 159 Preface Related documents Call Center documents Availability Overview of Business Advocate Importance of contact centers Why Avaya Business Advocate?Overview Matching your needs with Business Advocate solutions Overview of Business Advocate Introduction to Business Advocate What is Business Advocate? Business Advocate methods versus traditional methods Business Advocate agent licensing Agent selection Combining methods to achieve wanted resultsCall and agent selection Call selection Automated agent staffing adjustments Considerations for call selection Selecting callsHow call selection works Current Wait Time Call selection measurementHow calls are selected for an agent Skill Level Call selection methodsPredicted Wait Time Greatest Need Percent Allocation Service Objective How does Call Selection Override work? What is Call Selection Override?Call Selection Override Skill Skill level Overload Predicted wait Threshold Time Sending Direct Agent Calls firstCall Selection Override example Direct Agent Calls First? field What is Dynamic Queue Position?Dynamic Queue Position Dynamic Queue Position example How does Dynamic Queue Position work? PWT Greatest Need without Service ObjectiveCall selection examples Skill number Skill number Skill level Greatest Need with Service ObjectiveSkill Level without Service Objective Skill number Service objective Number Allocations Time Skill Level with Service ObjectiveSkill number Skill level Service objective Skill Target Actual work Adjusted work How agents are selected for calls Selecting agentsAgent selection methods Least Occupied Agent LOA Agent selection optionsMost Idle Agent MIA If the extension call Then LOA LOA and extension callsAgent occupancy Percent Allocation Distribution PAD Agent selection examples Agent selection when a new call arrives Agent Skill Level Time since last Sales call Agent Skill level Occupancy UCD-MIA Agent selection during agent surplus Call selection during call surplus Reserve agents Automated agent staffing adjustmentsService Level Supervisor Considerations for reserve skills What happens when a skill goes over thresholdAssigning reserve agents Activation of reserve agents Overload thresholds Dynamic Percentage AdjustmentDynamic Threshold Adjustment Auto Reserve Agents If your goal is to Then consider Developing your strategyCombining agent and call selection methods Different needs within a contact center Avaya support for Business Advocate Feature compatibility Agent selection Method Recommended to work with Call selection methods call handling preferencesAgent selection methods hunt group types Call selection method Recommended to work with Feature combinations to avoid Page Business Advocate solution examples Background information Maintaining service levels one scenario Automated agent staffing Agent selectionCall selection If you want to Then enter Activate Overload thresholds and service level targetsWhere administered? Business Overload thresholds Service level targets Level RL field for ResultsCall Handling Measuring results If you want to check Determine Use this report or Command Adding customer segments Agent assignments Objective Service objectivesService VDN Objective field Dynamic QueuePosition field Handling Preference If you want to check Determine Use this report Increasing revenue Agent group Platinum Gold Silver New/unknown Agent assignment Overload thresholds and service objectives Supervisor field Customers Overload Service Thresholds ObjectivesService Objective Type field Level RL fields as Preference field Measuring results Automating agent moves to back up calls Group Primary Reserve Skill Overload thresholds Service level targets Override field Adjustment field forACW Considered Idle? field Or 2 in the Reserve Level Level Target field forHandling Preference field Results List skill-status Controlling agent time in a skill Agents Sales Service If you want to activate Then enter Service level targetExpected call handling time Allocation PA field Service Level TargetPercentage Call Handling Preference field Measuring results Page Requirements for setting up Business Advocate Administering Business Advocate on Communication Manager Task Communication CMS Supervisor Manager Or CMS System requirementsCommunication Manager or CMS Supervisor? Business Advocate decisions at a glance Feature Decision Where administered Level VDN After Call Work Considered idle? System-level decisionsMIA Across Splits or Skills Auto Reserve Agents Service Level Supervisor Call Selection OverrideVDN-level decisions Call Selection Measurement Skill-level decisions Expected Call Handling Time Service ObjectiveGroup Type Agent Selection method Call Selection Override Activate on Oldest Call Waiting Dynamic Queue Position Dynamic Percentage AdjustmentService level target Direct Agent Calls First Agent-level decisionsCall Handling Preference call selection method Reserve Levels Where is LOA administered? Administration proceduresAdministering Least Occupied Agent How to administer MIA Administering Most Idle AgentHow to administer LOA Where is MIA administered? How to administer Greatest Need Administering Greatest NeedWhere is Greatest Need administered? How to administer Skill Level Administering Skill LevelWhere is Skill Level administered? Getting the best results with Percent Allocation Call Handling Preference field, enter percent-allocation Where is Percent Allocation administered?How to administer Percent Allocation for an agent Enter y in the Dynamic Percentage Adjustment? field How to administer Auto Reserve Agents at the system level Administering Service Objective Before you start How to administer Service Objective for an agentHow to administer Service Objective for a skill Service Levelsec field of this form Administering Predicted Wait Time or Current Wait TimeAdministering Dynamic Queue Position Who is Dynamic Queue Position designed for? Where is Dynamic Queue Position administered? How does the Service Objective field work? Enter y in the Dynamic Queue Position? field Administering Service Level SupervisorHow to administer Dynamic Queue Position How to administer a Service Objective for a VDN Enter y in the Service Level Supervisor? field 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 fieldService Level Supervisor Percent Allocation Direct Agent CallsSkill Level Least Occupied Agent Least Occupied Agent Reserve agents and Location Preference Distribution Location Preference Distribution Agent log in and log out Add or remove skills via Feature Access CodePercent Allocation Secondary-only Location Preference DistributionMultiple call handling Predicted Wait Time Percent Allocation Distribution Audix Service Level Supervisor and reserve agentsAbandoned calls Agent work states Redirect on no answer Rona Auto available skillsMultiple skill queuing Service Objective sec field Service Objective Agent hold Work time and occupancy Call Pickup Call CoverageCall Forwarding Call Park Non-ACD calls Extension calls and LOA VDN of Origin Announcement Timed After Call Work ACWPage Agent administration Administering Business Advocate through CMS Supervisor Working with agent skills Using the Change Agent Skills dialog boxAccessing the Change Agent Skills dialog box Click Agent Administration Change Agent Skills dialog box, click Add Skills Reviewing agent skillsAdding skills per agent Deleting skills per agent Administering Greatest Need Administering call handling preferences Administering reserve agents Administering Skill LevelAdministering Percent Allocation Click Add Skills Using an agent templateGreatest Need Skill Level Percent Allocation Multi-Agent Skill Change dialog box opens Accessing the Multi-Agent Skill Change dialog boxAdding 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 Split/Skill database items Database itemsSplit/Skill items Agent database items Agent database items Standard Dictionary calculations Agent Login/Logout database itemsAgent Login/Logout database items Dictionary calculations Report-specific calculations Report-specific calculations ACW ACD Asai ASA ANI Distribution ACD Average agent serviceAuto-In AI Automatic Call BSR CMS CWT CWC Dnis EWT EADEAS Fmch FbusyFdisc Idle Hold LOA MCH LogoffLogon Mbusy Most Idle Agent MIA Multiuser modeModify Monthly data Queued OtherPAD Ringing Seized Station SwitchStandard agents Standard reports Unknown VDN skill preference Vector DirectoryNumber VDN VDN Calls-Counted Index EWT Flex agents 148 Forced Busy Fbusy Business Advocate User Guide February