Avaya 3.1 Call selection measurement

Overview of Business Advocate

22 Avaya Business Advocate User Guide February 2006

How calls are selected for an agent

When calls are in queue and an agent becomes available, the switch quickly reviews pertinent

information to determine which skill to select for the agent. When the skill is selected, the call

from the head of the queue is delivered to the agent. The information reviewed by the switch

includes:

●What call selection method is administered?

●Is Service Objective activated for call selection?

●What are the eligible skill levels or reserve levels of the agent?

●Is the skill in an overload threshold state? If so, which threshold is exceeded, Level 1 or Level

2?

●Is Current Wait Time or Predicted Wait Time selected as the call selection measurement?

●What is the administered queue priority for the calls in queue?

●Is Call Selection Override activated?

Related topics

For more information, see:

●Call selection methods on page 23

●Service Objective on page 24

●Call Selection Override on page 25

●Reserve agents on page 39

Call selection measurement

When implementing your Business Advocate solution, you must choose a call selection

measurement that applies across all skills. See Administering Business Advocate on

Communication Manager on page 79 for administration procedures.

This section includes the following topics:

●Current Wait Timeon page 22

●Predicted Wait Timeon page 23

Current Wait Time

Current Wait Time (CWT) is the length of time a call has been in queue. This is commonly

known as the Oldest Call Waiting or time in queue.

Contents

Main Page Avaya Business Advocate User Guide Contents Page Administering Business Advocate on Communication Manager . . . . . . . . . . . 79 6 Page Administering Business Advocate through CMS Supervisor . . . . . . . . . . . . . 123 Appendix A: Business Advocate database items and calculations . . . . . . . . . . 135 Preface Purpose Audience Reasons for reissue Related documents Communication Manager administration documents Call Center documents Documentation Web sites Availability Overview of Business Advocate Overview The importance of contact centers Why Avaya Business Advocate? Traditional contact centers versus Business Advocate contact centers Matching your needs with Business Advocate solutions Page Introduction to Business Advocate What is Business Advocate? Business Advocate agent licensing Business Advocate methods versus traditional methods Combining methods to achieve wanted results Call and agent selection Call selection Agent selection 20 Automated agent staffing adjustments Selecting calls How call selection works Considerations for call selection 22 How calls are selected for an agent Call selection measurement Current Wait Time Predicted Wait Time Call selection methods Greatest Need Skill Level Service Objective Call Selection Override What is Call Selection Override? How does Call Selection Override work? Call Selection Override example Sending Direct Agent Calls first Dynamic Queue Position What is Dynamic Queue Position? How does Dynamic Queue Position work? Dynamic Queue Position example Call selection examples Greatest Need without Service Objective Greatest Need with Service Objective Skill Level without Service Objective Skill Level with Service Objective Selecting agents Agent selection methods How agents are selected for calls Agent selection options Most Idle Agent (MIA) Least Occupied Agent (LOA) LOA and extension calls Agent occupancy Percent Allocation Distribution (PAD) Agent selection when a new call arrives Agent selection examples EAD-LOA UCD-LOA EAD-MIA UCD-MIA PAD Call selection during call surplus Agent selection during agent surplus Automated agent staffing adjustments Reserve agents Service Level Supervisor What happens when a skill goes over threshold Assigning reserve agents Activation of reserve agents Considerations for reserve skills Overload thresholds Dynamic Percentage Adjustment Auto Reserve Agents Developing your strategy Combining agent and call selection methods Different needs within a contact center Avaya support for Business Advocate Feature compatibility Call selection methods (call handling preferences) Agent selection methods (hunt group types) Feature combinations to avoid Page Business Advocate solution examples Maintaining service levels - one scenario Page Page Page Page Adding customer segments Page Service objectives Page Page Increasing revenue Agent assignment Agent selection Overload thresholds and service objectives Page Page Page Automating agent moves to back up calls Page Page Page Page Page Page Controlling agent time in a skill Page Service level target Expected call handling time Page Page Page Administering Business Advocate on Communication Manager Requirements for setting up Business Advocate System requirements Communication Manager or CMS Supervisor? Business Advocate decisions at a glance Page System-level decisions MIA Across Splits or Skills After Call Work Considered idle? Call Selection Measurement Service Level Supervisor Call Selection Override VDN-level decisions Skill-level decisions Group Type (Agent Selection method) Expected Call Handling Time Service Objective Service Level Supervisor Activate on Oldest Call Waiting Call Selection Override Overload thresholds Dynamic Threshold Adjustment Dynamic Percentage Adjustment Service level target Dynamic Queue Position Agent-level decisions Call Handling Preference (call selection method) Service Objective Direct Agent Calls First Reserve Levels Administration procedures Administering Least Occupied Agent Where is LOA administered? How to administer LOA Administering Most Idle Agent Where is MIA administered? How to administer MIA Administering Greatest Need Where is Greatest Need administered? How to administer Greatest Need Administering Skill Level Where is Skill Level administered? How to administer Skill Level Administering Percent Allocation for call and agent selection Getting the best results with Percent Allocation Where is Percent Allocation administered? How to administer Percent Allocation for an agent How to administer PAD and Dynamic Percentage Adjustment for a skill How to administer Auto Reserve Agents at the system level Administering Service Objective Before you start How to administer Service Objective for an agent How to administer Service Objective for a skill Administering Predicted Wait Time or Current Wait Time Administering Dynamic Queue Position Who is Dynamic Queue Position designed for? How does Dynamic Queue Position work? How does the Service Objective field work? Where is Dynamic Queue Position administered? How to administer Dynamic Queue Position How to administer a Service Objective for a VDN Administering Service Level Supervisor Where is Service Level Supervisor administered? How to administer Service Level Supervisor for a skill How to administer a Reserve Agent How to administer Call Selection Override system wide Feature interactions BCMS and VuStats Acceptable Service Level (sec): field Service Level Supervisor Direct Agent Calls Skill Level Percent Allocation Service Level Supervisor Least Occupied Agent Least Occupied Agent Location Preference Distribution Reserve agents and Location Preference Distribution 112 Percent Allocation Related topic Add or remove skills via Feature Access Code Agent log in and log out Auto Reserve Agents Location Preference Distribution Multiple call handling Percent Allocation Distribution Predicted Wait Time Service Level Supervisor and reserve agents Related topic Abandoned calls Agent work states Audix Page Service Objective Service Objective (sec): field Dynamic Queue Position Work time and occupancy Agent hold Agent log in and log out Page Extension calls and LOA Non-ACD calls Redirect on no Answer (RONA) Page Page Administering Business Advocate through CMS Supervisor Agent administration Using the Change Agent Skills dialog box Accessing the Change Agent Skills dialog box Working with agent skills Reviewing agent skills Adding skills per agent Deleting skills per agent Administering call handling preferences Administering Greatest Need Administering Skill Level Administering Percent Allocation Administering reserve agents Using an agent template Accessing the Multi-Agent Skill Change dialog box Adding agents to a skill Removing agents from a skill Moving agents between skills Using the Multi-Agent Skill Change dialog box Using the Move Agents Between Skills dialog box Administering acceptable service levels Page Appendix A: Business Advocate database items and calculations Database items Split/Skill items Agent database items Agent Login/Logout database items Dictionary calculations Standard Dictionary calculations Report-specific calculations Glossary Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Index A B C D E F G H I L M S T U V W