Avaya 3.1 manual LOA and extension calls, Agent occupancy, Percent Allocation Distribution PAD

Overview of Business Advocate

Note:

Occupancy levels are more equal under UCD-LOA distribution. EAD-LOA results may vary depending on how skills and the related skill levels are assigned to the agents.

LOA and extension calls

The following table shows how LOA tracks extension calls:

If the extension call . . .	Then LOA . . .
is in AUX	ignores this time
is in Auto-In/Manual-In with no	tracks this as idle time
ACD call on hold
is in Auto-In/Manual-In with an	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 System-Parameters Form
	tracks this as work time if ACW
	Considered Idle? is set to	n
	on the System-Parameters form

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