Automated agent staffing adjustments
Avaya Business Advocate User Guide February 2006 39
Business Advocate offers several ways to automate staffing adjustments and enhance your
contact center operation under changing conditions. This section provides details on the many
options that are available to help automate your staffing.
With Business Advocate, you can automatically activate reserve agents when the skills exceed
overload thresholds you set. Additionally, you can use Dynamic Threshold Adjustment to
automatically adjust thresholds as needed. If you are using Percent Allocation, you can
automatically adjust target allocations for agents’ work time as needed to meet service level
targets, or you can choose to activate Auto Reserve Agents to leave an agent idle in a skill if the
agent’s work time exceeds that agent’s preassigned allocation for that skill.
This section includes the following topics:
●Reserve agents on page 39
●Dynamic Percentage Adjustment on page 41
●Auto Reserve Agents on page 42
Reserve agents
This section includes the following topics:
●Service Level Supervisor on page 39
●What happens when a skill goes over threshold on page 40
●Assigning reserve agents on page 40
●Activation of reserve agents on page 40
●Considerations for reserve skills on page 40
●Overload thresholds on page 41
●Dynamic Threshold Adjustment on page 41
Service Level Supervisor
Using Service Level Supervisor, you can administer one or two overload thresholds for a skill
that is supported by reserve agents. When the Expected Wait Time (EWT) for an arriving call (or
optionally, the time in queue of a currently queued call) exceeds the threshold, the skill goes into
an overload state. When the appropriate overload state exists, agents who are preassigned to
assist during overload periods are eligible to receive subsequent calls from the overloaded skill.
Service Level Supervisor alleviates the need to move agents from skill to skill during
emergencies or unanticipated peaks in call volume.