C

calculation. . . . . . . . . . . . . . . . . . . . . 143 call coverage . . . . . . . . . . . . . . . . . . . 119

call forwarding . . . . . . . . . . . . . . . . . . . 119 call handling preferences . . . . . . . . . . . . 21, 143 features that work together . . . . . . . . . . . 46

call park . . . . . . . . . . . . . . . . . . . . . . 119 call pickup . . . . . . . . . . . . . . . . . . . . . 119 call queue . . . . . . . . . . . . . . . . . . . . . 143 call selection. . . . . . . . . . . . . . . . 19, 38, 143

call selection measurement

. . . . . .

22

Call Selection Methods

. . . . . .

23

call selection methods

. . . . . .

89

Call Selection Override . . . . . . . . . . . 25, 87, 143

call surplus

. . . . . . 144

call vectoring

. . . . . . 144

Call Work Code (CWC). . . . . . . . . . . . . . . 144 caller needs . . . . . . . . . . . . . . . . . . . . 144 calls carried . . . . . . . . . . . . . . . . . . . . 144

Change Agent Skills Dialog Box

.

. 124

Change Agent Skills dialog box

.

. 144

accessing

.

. 124

reviewing agent skills . . . . . . . . . . . . . . 125

CMS Advocate

 

 

 

feature combinations to avoid

.

.

47

feature compatibility

.

.

45

CMS Business Advocate . . . . . . . . . . . . 17, 144

CMS Supervisor . . . . . . . . . . . . . . . . . . 144

administering Greatest Need

.

. 126

administering Percent Allocation . . . . . . . . . 127

administering Skill Level. . . . . . . . . . . . . 127

assigning agent call handling preferences . .

.

. 126

assigning reserve agents . . . . . . . . . . . . 127

using the Multi-Agent Skill Change dialog box

.

. 129

combining agent and call selection methods . . . . . 43 conference/transfer . . . . . . . . . . . . . . . . 119 connected (CONN). . . . . . . . . . . . . . . . . 144 controlling agent time in skill . . . . . . . . . . . . 73 current . . . . . . . . . . . . . . . . . . . . . . 144 current interval. . . . . . . . . . . . . . . . . . . 144 Current Wait Time (CWT) . . . . . . . . . . . 22, 145

D

Data Collection Off . . . . . . . . . . . . . . . . . 145 Data Collection On . . . . . . . . . . . . . . . . . 145 data points . . . . . . . . . . . . . . . . . . . . 145 database . . . . . . . . . . . . . . . . . . . . . 145 database items . . . . . . . . . . . . . . . . . . 145 database tables . . . . . . . . . . . . . . . . . . 145 date format . . . . . . . . . . . . . . . . . . . . 146 Delete. . . . . . . . . . . . . . . . . . . . . . . 146 deleting skills per agent . . . . . . . . . . . . . . 125

Designer Reports

. . . . . . . . .

146

Dialed Number Identification Service (DNIS) . . . . 146

Dictionary

. . . . . . . . .

146

Dictionary calculations

. . . . . . . . .

137

Direct Agent calling

. . . . . . . . .

146

Direct Agent Calls

. . . . . . . . . . 26

feature interactions

. . . . . . . . .

109

first

. . . . . . . . .

146

Dynamic Percentage Adjustment

. . . . . . . .41, 147

Dynamic Queue Position . . . . . . . . . . . .27, 147

feature interactions

. . . . . . . . . .117

Dynamic Threshold Adjustment .

. . . . . . 41, 87, 147

E

EAD-LOA . . . . . . . . . . . . . . . . . . . . . 33EAD-MIA. . . . . . . . . . . . . . . . . . . . . . 33

entity

.

. .

147

error message

.

. .

147

EWT

.

. .

155

Exception

.

. .

147

Exception Reports

.

. .

147

Expected Call Handling Time . . . . . . . . . . . . 86

Expected Wait Time (EWT)

.

147, 155

Expert Agent Distribution - Least Occupied Agent. . . 33

Expert Agent Distribution - Most Idle Agent . .

. . . . 33

Expert Agent Distribution (EAD)

.

. .

148

Expert Agent Selection (EAS)

.

. .

148

extension call

.

. .

148

F

feature interactions . . . . . . . . . . . . . . . . 107 abandoned calls. . . . . . . . . . . . . . . . .115 agent log in/log out . . . . . . . . . . . . 112, 118 agent work states . . . . . . . . . . . . . . . .115 Audix . . . . . . . . . . . . . . . . . . . . . .115 BCMS and VuStats . . . . . . . . . . . . . . 108 call coverage . . . . . . . . . . . . . . . . . .119 call forwarding . . . . . . . . . . . . . . . . .119 call park . . . . . . . . . . . . . . . . . . . .119 call pickup . . . . . . . . . . . . . . . . . . .119 conference/transfer . . . . . . . . . . . . . . .119 Direct Agent Calls . . . . . . . . . . . . . . . 109 Dynamic Queue Position. . . . . . . . . . . . .117 extension calls and LOA . . . . . . . . . . . . .110 Least Occupied Agent . . . . . . . . . . . . . .110 multiple call handling . . . . . . . . . . . . . .113 multiple skill queuing . . . . . . . . . . . . . .116 Percent Allocation . . . . . . . . . . . . . . . 109 Percent Allocation Distribution . . . . . . . . . .114 Redirect on no Answer. . . . . . . . . . . . . .116 Service Level Supervisor. . . . . . . . . . 108, 109 Service Objective . . . . . . . . . . . . . . . .117 VDN of Origin Announcement . . . . . . . . . 121

160 Business Advocate User Guide

February 2006

Page 160
Image 160
Avaya 3.1 manual Ewt