Acd, Acw | Avaya 3.1 guide

Glossary

Abandoned call	A call in which a caller hangs up before receiving an answer from an agent.
	The call could be queued to a skill, be in a vector, or be in vector processing
	before it is abandoned.
Acceptable service	The time within which a contact center determines that calls for a particular
level	skill should be answered.
Access permissions	Permissions assigned to a Call Management system (CMS) user so that the
	user can access different subsystems in CMS or administer specific
	elements (skills, trunks, vectors, and so on) of the ACD. Access permissions
	are specified as read or write permission. Read permission means that the
	CMS user can access and view data, for example, run reports or view the
	Dictionary subsystem. Write permission means that the CMS user can add,
	modify, or delete data and execute processes.
ACD	See Automatic Call Distribution (ACD).
ACD call	A call that was queued to a skill and was answered by an agent in that skill,
	or a call that queued as a Direct Agent Call and was answered by the agent
	for whom it was queued.
Acknowledgment	A window that requires you to confirm an action or to acknowledge a system
	message, for example, the system going down, warning, or fatal error for the
	user window. This window cannot be moved, sized, or scrolled and
	disappears only when you confirm the message.
Active agents	Agents who are in ACD, RINGING, and/or after call work (ACW) work states.
Activate Agent Trace	Window from which you can start CMS tracing of agent activities. These
	activities include all agent state changes until the trace is turned off. You
	must activate an agent trace to obtain an Agent Trace report.
Active VDN calls	The number of calls currently active in a VDN. The G3V4 vector
	enhancement “VDN Calls Routing” refers to the ability to program a vector
	step according to the number of active VDN calls. The number of active calls
	is referred to as “counted-calls” in the vector step.
ACW	See After Call Work (ACW).

Avaya Business Advocate User Guide

February 2006 139

Image 139

Avaya 3.1 manual Acd, Acw

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 Overview Why Avaya Business Advocate?Importance of contact centers 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 How call selection works Selecting callsConsiderations for call selection How calls are selected for an agent Call selection measurementCurrent Wait Time Skill Level Call selection methodsPredicted Wait Time Greatest Need Percent Allocation Service Objective Call Selection Override What is Call Selection Override?How does Call Selection Override work? Call Selection Override example Sending Direct Agent Calls firstSkill Skill level Overload Predicted wait Threshold Time Dynamic Queue Position What is Dynamic Queue Position?Direct Agent Calls First? field 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 Agent selection methods Selecting agentsHow agents are selected for calls Most Idle Agent MIA Agent selection optionsLeast Occupied Agent LOA 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 Service Level Supervisor Automated agent staffing adjustmentsReserve agents Considerations for reserve skills What happens when a skill goes over thresholdAssigning reserve agents Activation of reserve agents Dynamic Threshold Adjustment Dynamic Percentage AdjustmentOverload thresholds Auto Reserve Agents Combining agent and call selection methods Developing your strategyIf your goal is to Then consider 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 Call selection Agent selectionAutomated agent staffing If you want to Then enter Activate Overload thresholds and service level targetsWhere administered? Business Overload thresholds Service level targets Call Handling ResultsLevel RL field for 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 Handling Preference field Level Target field forOr 2 in the Reserve Level Results List skill-status Controlling agent time in a skill Agents Sales Service Expected call handling time Service level targetIf you want to activate Then enter 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 Communication Manager or CMS Supervisor? System requirementsTask Communication CMS Supervisor Manager Or CMS Business Advocate decisions at a glance Feature Decision Where administered Level VDN MIA Across Splits or Skills System-level decisionsAfter Call Work Considered idle? Auto Reserve Agents Service Level Supervisor Call Selection OverrideVDN-level decisions Call Selection Measurement Skill-level decisions Group Type Agent Selection method Service ObjectiveExpected Call Handling Time Call Selection Override Activate on Oldest Call Waiting Service level target Dynamic Percentage AdjustmentDynamic Queue Position Call Handling Preference call selection method Agent-level decisionsDirect Agent Calls First Reserve Levels Administering Least Occupied Agent Administration proceduresWhere is LOA administered? How to administer MIA Administering Most Idle AgentHow to administer LOA Where is MIA administered? Where is Greatest Need administered? Administering Greatest NeedHow to administer Greatest Need Where is Skill Level administered? Administering Skill LevelHow to administer Skill Level Getting the best results with Percent Allocation How to administer Percent Allocation for an agent Where is Percent Allocation administered?Call Handling Preference field, enter percent-allocation Enter y in the Dynamic Percentage Adjustment? field How to administer Auto Reserve Agents at the system level Administering Service Objective How to administer Service Objective for a skill How to administer Service Objective for an agentBefore you start Administering Dynamic Queue Position Administering Predicted Wait Time or Current Wait TimeService Levelsec field of this form 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 How to administer Service Level Supervisor for a skill Where is Service Level Supervisor administered?Enter y in the Service Level Supervisor? field How to administer a Reserve Agent How to administer Call Selection Override system wide Feature interactions Service Level Supervisor Acceptable Service Level sec fieldBcms and VuStats Skill Level Direct Agent CallsPercent Allocation Least Occupied Agent Least Occupied Agent Reserve agents and Location Preference Distribution Location Preference Distribution Percent Allocation Add or remove skills via Feature Access CodeAgent log in and log out Multiple call handling Location Preference DistributionSecondary-only Predicted Wait Time Percent Allocation Distribution Audix Service Level Supervisor and reserve agentsAbandoned calls Agent work states Multiple skill queuing Auto available skillsRedirect on no answer Rona 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 Percent Allocation Administering Skill LevelAdministering reserve agents Greatest Need Skill Level Percent Allocation Using an agent templateClick Add Skills Adding agents to a skill Accessing the Multi-Agent Skill Change dialog boxMulti-Agent Skill Change dialog box opens 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 items Database itemsSplit/Skill database 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 EAS EADEWT Fdisc FbusyFmch Idle Hold LOA MCH LogoffLogon Mbusy Most Idle Agent MIA Multiuser modeModify Monthly data PAD OtherQueued 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