Automated agent staffing adjustments
Avaya Business Advocate User Guide February 2006 41

Overload thresholds

When using reserve agents, you need to assign overload thresholds that determine when
contingency operations go into effect for a skill. Overload thresholds determine the point at
which reserve agents become eligible for work on the over-threshold skill. You can set one or
two overload thresholds that determine how long callers wait in queue before reserve agents
are activated. These thresholds are set individually on the Hunt Group form for each skill that
uses reserve agents.
See Administering Service Level Supervisor on page 103 for procedures on assigning overload
thresholds for skills.

Dynamic Threshold Adjustment

Dynamic Threshold Adjustment is a Service Level Supervisor feature that provides you with an
increased level of automation for your staffing. With this feature, you administer one or two
overload thresholds and a service level target. The switch uses this information to determine
when to automatically adjust overload thresholds to help meet the administered service level.
This feature activates reserve agents a bit sooner or a bit later, as needed to maintain your
organization’s service levels. Dynamic Threshold Adjustment is administered individually for
each skill for which you want to use the feature. If you prefer not to use Dynamic Threshold
Adjustment, you can still use Service Level Supervisor; however, automatic adjustments will not
be made to the overload thresholds you set.
Note:
Note: Dynamic Threshold Adjustment is most effective when you administer only one
overload threshold and set it at the service objective. If you elect not to activate
this feature but still want to use Service Level Supervisor, you can choose to set
one or two overload thresholds to activate reserve agents.
It is important to note that there is a minimum and maximum range for Dynamic Threshold
Adjustments. The adjustments are made as needed, from 0% to 200% of the administered
value. If you set the threshold at 20 seconds, for example, the adjusted thresholds can vary
from 5 to 80 seconds as required to meet your service level targets.
See the Administering Service Level Supervisor on page 103 for procedures on setting up
Dynamic Threshold Adjustment.
Dynamic Percentage Adjustment
If service levels are particularly important to you and you want to have more control over the
amount of time that an agent spends serving a skill, you might consider the Dynamic
Percentage Adjustment feature. With this feature you establish service level targets for each
skill on the Hunt Group form, and the switch makes automatic adjustments to agents’ target
allocations as needed to ensure that your percent in service level goals are met.