Avaya 3.1 manual Flex agents 148 Forced Busy Fbusy

flex agents	. . . .			. . . 148
Forced Busy (FBUSY)				. . . 148
Forced Disconnect (FDISC)	.	. .	. .		.	. 149
Forced Multiple Call Handling (FMCH)	.	. .	. .		.	. 149

G

Greatest Need . . . . . . . . . . . . . . . . . 23, 149

H

historical database . . . . . . . . . . . . . . . . . 149 historical reports . . . . . . . . . . . . . . . . . . 149 HOLD . . . . . . . . . . . . . . . . . . . . . . . 149 how agents are selected for calls . . . . . . . . . . 32

I

IDLE . . . . . . . . . . . . . . . . . . . . . . . 149 idle agent queue . . . . . . . . . . . . . . . . . . 149 increasing revenues . . . . . . . . . . . . . . . . 60 Information Indicator (II) . . . . . . . . . . . . . . 149 Integrated Services Digital Network (ISDN) . . . . . 149interval-based items . . . . . . . . . . . . . . . . 149 intrahour interval . . . . . . . . . . . . . . . . . . 150

L

Least Occupied Agent (LOA) . . . . . . . . . . 33, 150 administering . . . . . . . . . . . . . . . . . . 91 extension calls . . . . . . . . . . . . . . . . . 34 feature interactions . . . . . . . . . . . . . . . 110 separate customer option . . . . . . . . . . . . 112

licensing . . . . . . . . . . . . . . . . . . . . . 18 List Trace Advocate . . . . . . . . . . . . . . . . 150 location . . . . . . . . . . . . . . . . . . . . . . 150 Location ID for Agents . . . . . . . . . . . . . . . 150 Location ID for Trunks . . . . . . . . . . . . . . . 150 Location Preference Distribution . . . . . . . . . . 111 Logical Agent . . . . . . . . . . . . . . . . . . . 151 LOGOFF . . . . . . . . . . . . . . . . . . . . . 151 LOGON . . . . . . . . . . . . . . . . . . . . . . 151

M

maintaining service levels . . . . . . . . . . . . . 50 Maintenance. . . . . . . . . . . . . . . . . . . . 151 Maintenance Busy (MBUSY) . . . . . . . . . . . . 151 Manual In (MI) . . . . . . . . . . . . . . . . . . . 151 measured . . . . . . . . . . . . . . . . . . . . . 151 Modify. . . . . . . . . . . . . . . . . . . . . . . 152 monthly data. . . . . . . . . . . . . . . . . . . . 152 Most Idle Agent (MIA. . . . . . . . . . . . . . . . 92 Most Idle Agent (MIA) . . . . . . . . . . . . . 33, 152

Multi-Agent Skill Change dialog box	. .	152
adding agents to a skill	. .	129
Multiple Call Handling (MCH)	. .	152
feature interactions	113, 116
multiple skill queuing
feature interactions	. .	.116
Multi-Skill Change dialog box	. .	129
multiuser mode	. .	152

N

Name (Synonym) fields	152
nonprimary split/skill	152

O

OTHER . . . . . . . . . . . . . . . . . . . . . 153 over threshold state. . . . . . . . . . . . . . . . 153 overload thresholds. . . . . . . . . . . . . . . 40, 87 assigning . . . . . . . . . . . . . . . . . . . . 41

P

Percent (%) Within Service Level	. . . . . . . . .				153
Percent Allocation	. . . . .	.	.	.24, 153
Auto Reserve Agents . . . .	. . . . .	.	.	. . . 42
feature interactions	. . . . . . . . .				109

Local Preference Distribution. . . . . . . . . . . 111 remove skills via FAC . . . . . . . . . . . . . .112

Percent Allocation Distribution (PAD)	153
feature interactions	.114
Phantom Abandon Call Timer	153
Predicted Wait Time
feature interactions	.114
Predicted Wait Time (PWT) . . . . . . . . . . .23, 153
primary skill	153

Q

QUEUED . . . . . . . . . . . . . . . . . . . . 153

R

read permission	154
real-time database	154
real-time reports	154
Redirect On No Answer (RONA)	154
feature interactions	.116
refresh rate	154
Remove Agents from Skill dialog box	130
reserve agent	154

reserve agents . . . . . . . . . . . . . . . . . 39, 40 activating . . . . . . . . . . . . . . . . . . . . 40 reserve level . . . . . . . . . . . . . . . . . . . 154

Business Advocate User Guide February 2006 161