Overview of Business Advocate
Note:
Occupancy levels are more equal under
LOA and extension calls
The following table shows how LOA tracks extension calls:
If the extension call . . . | Then LOA . . . |
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|
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|
is in AUX | ignores this time |
|
|
|
|
is in | tracks this as idle time |
|
ACD call on hold |
|
|
|
|
|
is in | tracks this as work time |
|
ACD call on hold |
|
|
|
|
|
is in ACW | tracks this as idle time if ACW |
|
| Considered Idle? is set to | y |
| on |
|
| tracks this as work time if ACW |
|
| Considered Idle? is set to | n |
| on the | |
|
|
|
Agent occupancy
It is important to note that occupancy is reinitialized when an agent exits the AUX work mode. The agent’s occupancy, when reinitialized, is based on the current occupancy of other agents who are administered with similar skills (peer agents.)
Percent Allocation Distribution (PAD)
PAD uses an agent’s target percentage allocations and the adjusted work time for the agent’s assigned skills to determine whether the agent is selected to serve a call under an agent surplus condition. Using the Agent LoginID form, you assign a percentage to each of the agent’s assigned skills (for a total of 100%).
During the agent selection process, the switch uses the agent’s current work time and target allocation for that skill. It is important to note that the selection process favors agents with higher target allocations over agents with lower allocations. For example, if agent A is assigned a target allocation of 80% and her work time for the skill is at 85%, the agent may be selected over agent B, who is assigned 20% and is currently at 15% for the skill.
34 Avaya Business Advocate User Guide | February 2006 |