Avaya 3.1 manual Ewt

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