Business Advocate User Guide February 2006 159
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 . . . . . . . . . . . . . . . . .11 2
feature interactions . . . . . . . . . . . . . . .11 8
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. . . . . . . . . . . . . . . . . .11 5
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