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

Auto-In (AI)

. . . .

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

Page 159
Image 159
Avaya 3.1 manual Index