Index
A
Acceptable Service Level. . . . . . . . . . . . . . 139
administering through CMS Supervisor. . . . . . 133 field . . . . . . . . . . . . . . . . . . . . . . 108 access permissions . . . . . . . . . . . . . . . . 139 ACD . . . . . . . . . . . . . . . . . . . . . . . 139
ACD call . . . . . . . . . . . . . . . . . . . . . 139 acknowledgment window . . . . . . . . . . . . . . 139 Activate Agent Trace window . . . . . . . . . . . . 139
Activate on Oldest Call Waiting | . . . . | 87 |
activation of reserve agents | . . . . | 40 |
active agents | . . . . 139 | |
Active VDN Calls | . . . . 139 | |
Add Agents to Skill dialog box | . . . . 129 | |
adding customer segments | . . . . | 55 |
adding skills per agent . . . . . . . . . . . . . . . 125
Adjunct/Switch Applications Interface (ASAI). | . . . . 140 |
administering |
|
adding agents to a skill | . . . . 129 |
adding skills per agent | . . . . 125 |
Auto Reserve Agents | . . . . 98 |
call handling preference, CMS Supervisor | . . . . 126 |
Call Selection Override | . . . . 106 |
CMS Business Advocate through |
|
|
|
CMS Supervisor. . . . . . . . . . . . . . . . 123 | |||
deleting skills per agent . . . . . . . . . . . . . 125 | |||
Dynamic Percentage Adjustment . . . . | . | . . . | 97 |
Dynamic Queue Position | . . . . 100 | ||
Greatest Need | . | . . . | 93 |
Greatest Need using CMS Supervisor . . | . . . . 126 | ||
moving agents between skills | . . . . 131 | ||
Percent Allocation | . | . . . | 95 |
Percent Allocation Distribution (PAD) . . | . | . . . | 97 |
Percent Allocation using CMS Supervisor | . . . . 127 | ||
removing agents from a skill | . . . . 130 | ||
reserve agents | . | 105, 127 | |
reviewing agent skills . . . . . . . . . . . . . . 125 Service Level Supervisor . . . . . . . . . . . . 103 Skill Level . . . . . . . . . . . . . . . . . . . 94 Skill Level using CMS Supervisor . . . . . . . . 127 using agent template . . . . . . . . . . . . . . 128 using Change Agent Skills Dialog Box . . . . . . 124 where features are administered . . . . . . . . . 81
After Call Work (ACW) . . . . . . . . . . . . . . . 140 agent . . . . . . . . . . . . . . . . . . . . . . . 140
agent database items . . . . . . . . . . . . . . . 136
agent hold . . . . . . . . . . . . . . . . . . . . .118 agent level decisions . . . . . . . . . . . . . . . . 89 agent log in/log out . . . . . . . . . . . . . . . . .112
feature interactions . . . . . . . . . . . . . . .118 agent login/logout database items . . . . . . . . . 137
agent occupancy . . . . . . . . . . . . . . . .34, 140
agent position | 140 |
agent role | 140 |
agent selection . . . . . . . . . . . . . . . . .38, 140
agent selection methods | 19, 32, 86 | |
agent selection at a glance | . . . . 35 | |
features that work together. . . . . . . . . . . . 46 | ||
agent skill | . . . | 141 |
agent state | . . . | 141 |
agent surplus | . . . | 141 |
agent template | . . . | 128 |
agent terminal | . . . | 141 |
Agent Trace | . . . | 141 |
agent work states. . . . . . . . . . . . . . . . . .115
agent work time | 141 |
algorithm | 141 |
allocated agents | 141 |
announcement | 141 |
auto available splits/skills . . . . . . . . . . . . . .116
Auto Reserve Agents | 41, 113, 142 | |
administering . . . . . . . . . . . . . . . . . . 98 | ||
| . . . . | 142 |
automated agent staffing adjustments . . . | . . . 20, 39 | |
Service Level Supervisor | . . . . | 155 |
Automatic Call Distribution (ACD) | . . . . | 142 |
automating agent moves . . . . . . . . . . . . . . 66
Auxiliary Work (AUX) | 142 |
available (AVAIL) | 142 |
available agent | 142 |
available work state | 142 |
Avaya Business Advocate |
|
minimum requirements | . 80 |
average agent service time | 142 |
Average Speed of Answer (ASA) | 143 |
B
Best Service Routing (BSR) | 143 |
Business Advocate overview | . 14 |
Business Advocate User Guide | February 2006 159 |
