LOA and extension calls, Agent occupancy | Avaya 3.1 guide

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

Image 34

Avaya 3.1 LOA and extension calls, Agent occupancy, Percent Allocation Distribution PAD, If the extension call Then LOA

Contents

Avaya Business Advocate Compas Avaya Business Advocate User Guide Contents Business Advocate solution examples Administering Business Advocate on Communication Manager Business Advocate User Guide February Feature interactions 107 Glossary 139 Index 159 Preface Related documents Call Center documents Availability Overview of Business Advocate Overview Why Avaya Business Advocate?Importance of contact centers Matching your needs with Business Advocate solutions Overview of Business Advocate What is Business Advocate? Introduction to Business Advocate Business Advocate agent licensing Business Advocate methods versus traditional methods Call selection Combining methods to achieve wanted resultsCall and agent selection Agent selection Automated agent staffing adjustments How call selection works Selecting callsConsiderations for call selection How calls are selected for an agent Call selection measurementCurrent Wait Time Greatest Need Call selection methodsPredicted Wait Time Skill Level Service Objective Percent Allocation Call Selection Override What is Call Selection Override?How does Call Selection Override work? Call Selection Override example Sending Direct Agent Calls firstSkill Skill level Overload Predicted wait Threshold Time Dynamic Queue Position What is Dynamic Queue Position?Direct Agent Calls First? field How does Dynamic Queue Position work? Dynamic Queue Position example Skill number Greatest Need without Service ObjectiveCall selection examples PWT Skill number Service objective Greatest Need with Service ObjectiveSkill Level without Service Objective Skill number Skill level Skill Target Actual work Adjusted work Skill Level with Service ObjectiveSkill number Skill level Service objective Number Allocations Time Agent selection methods Selecting agentsHow agents are selected for calls Most Idle Agent MIA Agent selection optionsLeast Occupied Agent LOA Percent Allocation Distribution PAD LOA and extension callsAgent occupancy If the extension call Then LOA Agent selection when a new call arrives Agent selection examples Agent Skill level Occupancy Agent Skill Level Time since last Sales call UCD-MIA Call selection during call surplus Agent selection during agent surplus Service Level Supervisor Automated agent staffing adjustmentsReserve agents Activation of reserve agents What happens when a skill goes over thresholdAssigning reserve agents Considerations for reserve skills Dynamic Threshold Adjustment Dynamic Percentage AdjustmentOverload thresholds Auto Reserve Agents Combining agent and call selection methods Developing your strategyIf your goal is to Then consider Different needs within a contact center Feature compatibility Avaya support for Business Advocate Call selection method Recommended to work with Call selection methods call handling preferencesAgent selection methods hunt group types Agent selection Method Recommended to work with Feature combinations to avoid Page Business Advocate solution examples Maintaining service levels one scenario Background information Call selection Agent selectionAutomated agent staffing Business Overload thresholds Service level targets Overload thresholds and service level targetsWhere administered? If you want to Then enter Activate Call Handling ResultsLevel RL field for If you want to check Determine Use this report or Command Measuring results Adding customer segments Agent assignments VDN Service objectivesService Objective Handling Preference Dynamic QueuePosition field Objective field If you want to check Determine Use this report Increasing revenue Agent assignment Agent group Platinum Gold Silver New/unknown Overload thresholds and service objectives Type field Customers Overload Service Thresholds ObjectivesService Objective Supervisor field Preference field Level RL fields as Measuring results Automating agent moves to back up calls Group Primary Reserve Skill Overload thresholds Service level targets Idle? field Adjustment field forACW Considered Override field Handling Preference field Level Target field forOr 2 in the Reserve Level Results List skill-status Controlling agent time in a skill Agents Sales Service Expected call handling time Service level targetIf you want to activate Then enter Call Handling Preference field Service Level TargetPercentage Allocation PA field Measuring results Page Administering Business Advocate on Communication Manager Requirements for setting up Business Advocate Communication Manager or CMS Supervisor? System requirementsTask Communication CMS Supervisor Manager Or CMS Feature Decision Where administered Level Business Advocate decisions at a glance VDN MIA Across Splits or Skills System-level decisionsAfter Call Work Considered idle? Call Selection Measurement Service Level Supervisor Call Selection OverrideVDN-level decisions Auto Reserve Agents Skill-level decisions Group Type Agent Selection method Service ObjectiveExpected Call Handling Time Activate on Oldest Call Waiting Call Selection Override Service level target Dynamic Percentage AdjustmentDynamic Queue Position Call Handling Preference call selection method Agent-level decisionsDirect Agent Calls First Reserve Levels Administering Least Occupied Agent Administration proceduresWhere is LOA administered? Where is MIA administered? Administering Most Idle AgentHow to administer LOA How to administer MIA Where is Greatest Need administered? Administering Greatest NeedHow to administer Greatest Need Where is Skill Level administered? Administering Skill LevelHow to administer Skill Level Getting the best results with Percent Allocation How to administer Percent Allocation for an agent Where is Percent Allocation administered?Call Handling Preference field, enter percent-allocation Enter y in the Dynamic Percentage Adjustment? field Administering Service Objective How to administer Auto Reserve Agents at the system level How to administer Service Objective for a skill How to administer Service Objective for an agentBefore you start Administering Dynamic Queue Position Administering Predicted Wait Time or Current Wait TimeService Levelsec field of this form Who is Dynamic Queue Position designed for? How does the Service Objective field work? Where is Dynamic Queue Position administered? How to administer a Service Objective for a VDN Administering Service Level SupervisorHow to administer Dynamic Queue Position Enter y in the Dynamic Queue Position? field How to administer Service Level Supervisor for a skill Where is Service Level Supervisor administered?Enter y in the Service Level Supervisor? field How to administer a Reserve Agent How to administer Call Selection Override system wide Feature interactions Service Level Supervisor Acceptable Service Level sec fieldBcms and VuStats Skill Level Direct Agent CallsPercent Allocation Least Occupied Agent Least Occupied Agent Location Preference Distribution Reserve agents and Location Preference Distribution Percent Allocation Add or remove skills via Feature Access CodeAgent log in and log out Multiple call handling Location Preference DistributionSecondary-only Percent Allocation Distribution Predicted Wait Time Agent work states Service Level Supervisor and reserve agentsAbandoned calls Audix Multiple skill queuing Auto available skillsRedirect on no answer Rona Service Objective Service Objective sec field Work time and occupancy Agent hold Call Park Call CoverageCall Forwarding Call Pickup Extension calls and LOA Non-ACD calls Timed After Call Work ACW VDN of Origin AnnouncementPage Administering Business Advocate through CMS Supervisor Agent administration Click Agent Administration Using the Change Agent Skills dialog boxAccessing the Change Agent Skills dialog box Working with agent skills Deleting skills per agent Reviewing agent skillsAdding skills per agent Change Agent Skills dialog box, click Add Skills Administering call handling preferences Administering Greatest Need Administering Percent Allocation Administering Skill LevelAdministering reserve agents Greatest Need Skill Level Percent Allocation Using an agent templateClick Add Skills Adding agents to a skill Accessing the Multi-Agent Skill Change dialog boxMulti-Agent Skill Change dialog box opens Removing agents from a skill Using the Multi-Agent Skill Change dialog box Moving agents between skills Using the Move Agents Between Skills dialog box Administering acceptable service levels Page Split/Skill items Database itemsSplit/Skill database items Agent database items Agent database items Dictionary calculations Agent Login/Logout database itemsAgent Login/Logout database items Standard Dictionary calculations Report-specific calculations Report-specific calculations ACD ACW Asai ANI ASA Automatic Call Average agent serviceAuto-In AI Distribution ACD BSR CMS CWT CWC Dnis EAS EADEWT Fdisc FbusyFmch Hold Idle LOA Mbusy LogoffLogon MCH Monthly data Multiuser modeModify Most Idle Agent MIA PAD OtherQueued Ringing Seized Standard reports SwitchStandard agents Station Unknown VDN Calls-Counted Vector DirectoryNumber VDN VDN skill preference Index EWT Flex agents 148 Forced Busy Fbusy Business Advocate User Guide February