Standard agents, Standard reports, Station, Subsystem | Avaya 3.1

Standard agents
Standard agents	Standard agents are agents in a skill who are assigned a skill level from 1 to
	16, rather than being reserve agents. Standard agents are also known as
	nonreserve agents. Standard agents can have roles of top, roving, backup,
	or allocated.
Standard reports	The set of reports that are delivered with the CMS or CMS Supervisor
	software.
Station	An unmeasured extension. An extension that is not currently staffed by an
	agent or that is a member of an unmeasured split or skill or hunt group.
Subsystem	Each CMS main menu selection (for example, Reports, Dictionary, System
	Setup, Exceptions, on so on) along with Timetable and Shortcut is referred to
	as a subsystem of the Call Management System.
Switch	A private switching system that provides voice-only or voice and data
	communications services including access to public and private networks for
	a group of telephones within a customer's premises.
System AUX	The switches use the reason code 0 as the default code for situations in
	which the switch places the agent in the AUX mode automatically (for
	example, when the agent logs in, when agent makes or receives extension
	calls from AI/MI mode, when the agent is taken out of service due to failure to
	answer a ringing call) or logs the agent out (for example, during a Move
	Agent While Staffed operation).
	ASAI applications that change the agent’s work mode to AUX or log the
	agent out without specifying a reason code result in a change to AUX or
	logout with the default reason code.
Tertiary Split/Skill	When a call is queued to multiple splits or skills, the third split or skill the call
	queued to in a VDN is called the tertiary split or skill.
Time Format	The standard format for entering times on CMS reports. Acceptable formats
	are:
	AM/PM format (for example, 7:30AM-5:00PM)
	Military time format (for example, 7:30-17:00)
Timetable	An activity task or group of activity tasks (like reports) that you can schedule
	for completion at a time that is convenient and nondisruptive for your contact
	center's operation.

156 Avaya Business Advocate User Guide

February 2006

Image 156

Avaya 3.1 Standard agents, Standard reports, Station, Subsystem, Switch, System AUX, Tertiary Split/Skill, Time Format

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 Why Avaya Business Advocate? OverviewImportance of contact centers Matching your needs with Business Advocate solutions Overview of Business Advocate What is Business Advocate? Introduction to Business Advocate Business Advocate agent licensing Business Advocate methods versus traditional methods Combining methods to achieve wanted results Call and agent selectionCall selection Agent selection Automated agent staffing adjustments Selecting calls How call selection worksConsiderations for call selection Call selection measurement How calls are selected for an agentCurrent Wait Time Call selection methods Predicted Wait TimeGreatest Need Skill Level Service Objective Percent Allocation What is Call Selection Override? Call Selection OverrideHow does Call Selection Override work? Sending Direct Agent Calls first Call Selection Override exampleSkill Skill level Overload Predicted wait Threshold Time What is Dynamic Queue Position? Dynamic Queue PositionDirect Agent Calls First? field How does Dynamic Queue Position work? Dynamic Queue Position example Greatest Need without Service Objective Call selection examplesSkill number PWT Greatest Need with Service Objective Skill Level without Service ObjectiveSkill number Service objective Skill number Skill level Skill Level with Service Objective Skill number Skill level Service objectiveSkill Target Actual work Adjusted work Number Allocations Time Selecting agents Agent selection methodsHow agents are selected for calls Agent selection options Most Idle Agent MIALeast Occupied Agent LOA LOA and extension calls Agent occupancyPercent Allocation Distribution PAD If the extension call Then LOA Agent selection when a new call arrives Agent selection examples Agent Skill level Occupancy Agent Skill Level Time since last Sales call UCD-MIA Call selection during call surplus Agent selection during agent surplus Automated agent staffing adjustments Service Level SupervisorReserve agents What happens when a skill goes over threshold Assigning reserve agentsActivation of reserve agents Considerations for reserve skills Dynamic Percentage Adjustment Dynamic Threshold AdjustmentOverload thresholds Auto Reserve Agents Developing your strategy Combining agent and call selection methodsIf your goal is to Then consider Different needs within a contact center Feature compatibility Avaya support for Business Advocate Call selection methods call handling preferences Agent selection methods hunt group typesCall selection method Recommended to work with Agent selection Method Recommended to work with Feature combinations to avoid Page Business Advocate solution examples Maintaining service levels one scenario Background information Agent selection Call selectionAutomated agent staffing Overload thresholds and service level targets Where administered?Business Overload thresholds Service level targets If you want to Then enter Activate Results Call HandlingLevel RL field for If you want to check Determine Use this report or Command Measuring results Adding customer segments Agent assignments Service objectives ServiceVDN Objective Dynamic Queue Position fieldHandling Preference Objective field If you want to check Determine Use this report Increasing revenue Agent assignment Agent group Platinum Gold Silver New/unknown Overload thresholds and service objectives Customers Overload Service Thresholds Objectives Service ObjectiveType field Supervisor field Preference field Level RL fields as Measuring results Automating agent moves to back up calls Group Primary Reserve Skill Overload thresholds Service level targets Adjustment field for ACW ConsideredIdle? field Override field Level Target field for Handling Preference fieldOr 2 in the Reserve Level Results List skill-status Controlling agent time in a skill Agents Sales Service Service level target Expected call handling timeIf you want to activate Then enter Service Level Target PercentageCall Handling Preference field Allocation PA field Measuring results Page Administering Business Advocate on Communication Manager Requirements for setting up Business Advocate System requirements Communication Manager or CMS Supervisor?Task Communication CMS Supervisor Manager Or CMS Feature Decision Where administered Level Business Advocate decisions at a glance VDN System-level decisions MIA Across Splits or SkillsAfter Call Work Considered idle? Service Level Supervisor Call Selection Override VDN-level decisionsCall Selection Measurement Auto Reserve Agents Skill-level decisions Service Objective Group Type Agent Selection methodExpected Call Handling Time Activate on Oldest Call Waiting Call Selection Override Dynamic Percentage Adjustment Service level targetDynamic Queue Position Agent-level decisions Call Handling Preference call selection methodDirect Agent Calls First Reserve Levels Administration procedures Administering Least Occupied AgentWhere is LOA administered? Administering Most Idle Agent How to administer LOAWhere 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 Getting the best results with Percent Allocation Where is Percent Allocation administered? How to administer Percent Allocation for an agentCall Handling Preference field, enter percent-allocation Enter y in the Dynamic Percentage Adjustment? field Administering Service Objective How to administer Auto Reserve Agents at the system level How to administer Service Objective for an agent How to administer Service Objective for a skillBefore you start Administering Predicted Wait Time or Current Wait Time Administering Dynamic Queue PositionService Levelsec field of this form Who is Dynamic Queue Position designed for? How does the Service Objective field work? Where is Dynamic Queue Position administered? Administering Service Level Supervisor How to administer Dynamic Queue PositionHow to administer a Service Objective for a VDN Enter y in the Dynamic Queue Position? field Where is Service Level Supervisor administered? How to administer Service Level Supervisor for a skillEnter y in the Service Level Supervisor? field How to administer a Reserve Agent How to administer Call Selection Override system wide Feature interactions Acceptable Service Level sec field Service Level SupervisorBcms and VuStats Direct Agent Calls Skill LevelPercent Allocation Least Occupied Agent Least Occupied Agent Location Preference Distribution Reserve agents and Location Preference Distribution Add or remove skills via Feature Access Code Percent AllocationAgent log in and log out Location Preference Distribution Multiple call handlingSecondary-only Percent Allocation Distribution Predicted Wait Time Service Level Supervisor and reserve agents Abandoned callsAgent work states Audix Auto available skills Multiple skill queuingRedirect on no answer Rona Service Objective Service Objective sec field Work time and occupancy Agent hold Call Coverage Call ForwardingCall Park Call Pickup Extension calls and LOA Non-ACD calls Timed After Call Work ACW VDN of Origin AnnouncementPage Administering Business Advocate through CMS Supervisor Agent administration Using the Change Agent Skills dialog box Accessing the Change Agent Skills dialog boxClick Agent Administration Working with agent skills Reviewing agent skills Adding skills per agentDeleting skills per agent Change Agent Skills dialog box, click Add Skills Administering call handling preferences Administering Greatest Need Administering Skill Level Administering Percent AllocationAdministering reserve agents Using an agent template Greatest Need Skill Level Percent AllocationClick Add Skills Accessing the Multi-Agent Skill Change dialog box Adding agents to a skillMulti-Agent Skill Change dialog box opens Removing agents from a skill Using the Multi-Agent Skill Change dialog box Moving agents between skills Using the Move Agents Between Skills dialog box Administering acceptable service levels Page Database items Split/Skill itemsSplit/Skill database items Agent database items Agent database items Agent Login/Logout database items Agent Login/Logout database itemsDictionary calculations Standard Dictionary calculations Report-specific calculations Report-specific calculations ACD ACW Asai ANI ASA Average agent service Auto-In AIAutomatic Call Distribution ACD BSR CMS CWT CWC Dnis EAD EASEWT Fbusy FdiscFmch Hold Idle LOA Logoff LogonMbusy MCH Multiuser mode ModifyMonthly data Most Idle Agent MIA Other PADQueued Ringing Seized Switch Standard agentsStandard reports Station Unknown Vector Directory Number VDNVDN Calls-Counted VDN skill preference Index EWT Flex agents 148 Forced Busy Fbusy Business Advocate User Guide February