Business Advocate solution examples | Avaya 3.1 guide

Greatest Need with Service Objective	30
Skill Level without Service Objective	30
Skill Level with Service Objective	31
Percent Allocation	31
Selecting agents	32
Agent selection methods	32
How agents are selected for calls	32
Agent selection options	33
Most Idle Agent (MIA)	33
Least Occupied Agent (LOA)	33
LOA and extension calls	34
Agent occupancy	34
Percent Allocation Distribution (PAD)	34
Agent selection when a new call arrives	35
Agent selection examples	35
EAD-LOA	36
UCD-LOA	36
EAD-MIA	36
UCD-MIA	37
PAD	37
Call selection during call surplus	38
Agent selection during agent surplus	38
Automated agent staffing adjustments	39
Reserve agents	39
Service Level Supervisor	39
What happens when a skill goes over threshold	40
Assigning reserve agents	40
Activation of reserve agents	40
Considerations for reserve skills	40
Overload thresholds	41
Dynamic Threshold Adjustment	41
Dynamic Percentage Adjustment	41
Auto Reserve Agents	42
Developing your strategy	43
Combining agent and call selection methods	43
Different needs within a contact center	44
Avaya support for Business Advocate	45
Feature compatibility	45
Call selection methods (call handling preferences)	46
Agent selection methods (hunt group types)	46
Feature combinations to avoid	47

Business Advocate solution examples	49
Maintaining service levels - one scenario	50
Background information	50
Agent selection	51
Call selection	51
Automated agent staffing	51
Overload thresholds and service level targets	52

4 Business Advocate User Guide

February 2006

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Avaya 3.1 manual Business Advocate solution examples

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 Combining methods to achieve wanted results Call and agent selectionCall 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 Call selection methods Predicted Wait TimeGreatest Need 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 Greatest Need without Service Objective Call selection examplesSkill number PWT Greatest Need with Service Objective Skill Level without Service ObjectiveSkill number Service objective Skill number Skill level Skill Level with Service Objective Skill number Skill level Service objectiveSkill Target Actual work Adjusted work Number Allocations Time Agent selection methods Selecting agentsHow agents are selected for calls Most Idle Agent MIA Agent selection optionsLeast Occupied Agent LOA LOA and extension calls Agent occupancyPercent Allocation Distribution PAD 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 What happens when a skill goes over threshold Assigning reserve agentsActivation of 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 methods call handling preferences Agent selection methods hunt group typesCall selection method Recommended to work with 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 Overload thresholds and service level targets Where administered?Business Overload thresholds Service level targets 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 Service objectives ServiceVDN Objective Dynamic Queue Position fieldHandling Preference 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 Customers Overload Service Thresholds Objectives Service ObjectiveType field 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 Adjustment field for ACW ConsideredIdle? field 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 Service Level Target PercentageCall Handling Preference field 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? Service Level Supervisor Call Selection Override VDN-level decisionsCall Selection Measurement 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? Administering Most Idle Agent How to administer LOAWhere is MIA administered? 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? Administering Service Level Supervisor How to administer Dynamic Queue PositionHow to administer a Service Objective for a VDN 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 Service Level Supervisor and reserve agents Abandoned callsAgent work states Audix Multiple skill queuing Auto available skillsRedirect on no answer Rona Service Objective Service Objective sec field Work time and occupancy Agent hold Call Coverage Call ForwardingCall Park 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 Using the Change Agent Skills dialog box Accessing the Change Agent Skills dialog boxClick Agent Administration Working with agent skills Reviewing agent skills Adding skills per agentDeleting 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 Agent Login/Logout database items Agent Login/Logout database itemsDictionary calculations Standard Dictionary calculations Report-specific calculations Report-specific calculations ACD ACW Asai ANI ASA Average agent service Auto-In AIAutomatic Call Distribution ACD BSR CMS CWT CWC Dnis EAS EADEWT Fdisc FbusyFmch Hold Idle LOA Logoff LogonMbusy MCH Multiuser mode ModifyMonthly data Most Idle Agent MIA PAD OtherQueued Ringing Seized Switch Standard agentsStandard reports Station Unknown Vector Directory Number VDNVDN Calls-Counted VDN skill preference Index EWT Flex agents 148 Forced Busy Fbusy Business Advocate User Guide February