Avaya 3.1 manual

Where administered?	52
Results	53
Measuring results	54
Adding customer segments	55
Background information	55
Agent assignments	56
Agent selection	56
Call selection	56
Service objectives	57
Where administered?	57
Results	58
Measuring results	59
Increasing revenue	60
Background information	60
Agent assignment	61
Agent selection	62
Call selection	62
Automated agent staffing	62
Overload thresholds and service objectives	62
Where administered?	63
Results	64
Measuring results	65
Automating agent moves to back up calls	66
Background information	66
Agent assignments	67
Agent selection	67
Call selection	68
Automated agent staffing	68
Overload thresholds and service level targets	68
Where administered?	69
Overload thresholds and service level targets	70
Results	71
Measuring results	72
Controlling agent time in a skill	73
Background information	73
Agent assignments	74
Agent selection	74
Call selection	74
Automated agent staffing	75
Service level target	75
Expected call handling time	75
Where administered?	75
Results	76
Measuring results	77

Administering Business Advocate on Communication Manager	79
Requirements for setting up Business Advocate	79
System requirements	80

Business Advocate User Guide

February 2006 5

Image 5

Avaya 3.1 manual Administering Business Advocate on Communication Manager

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 Importance of contact centers Why Avaya Business Advocate?Overview Matching your needs with Business Advocate solutions Overview of Business Advocate Introduction to Business Advocate What is Business Advocate? Business Advocate methods versus traditional methods Business Advocate agent licensing Call and agent selection Combining methods to achieve wanted resultsCall selection Agent selection Automated agent staffing adjustments Considerations for call selection Selecting callsHow call selection works Current Wait Time Call selection measurementHow calls are selected for an agent Predicted Wait Time Call selection methodsGreatest Need Skill Level Percent Allocation Service Objective How does Call Selection Override work? What is Call Selection Override?Call Selection Override Skill Skill level Overload Predicted wait Threshold Time Sending Direct Agent Calls firstCall Selection Override example Direct Agent Calls First? field What is Dynamic Queue Position?Dynamic Queue Position Dynamic Queue Position example How does Dynamic Queue Position work? Call selection examples Greatest Need without Service ObjectiveSkill number PWT Skill Level without Service Objective Greatest Need with Service ObjectiveSkill number Service objective Skill number Skill level Skill number Skill level Service objective Skill Level with Service ObjectiveSkill Target Actual work Adjusted work Number Allocations Time How agents are selected for calls Selecting agentsAgent selection methods Least Occupied Agent LOA Agent selection optionsMost Idle Agent MIA Agent occupancy LOA and extension callsPercent Allocation Distribution PAD If the extension call Then LOA Agent selection examples Agent selection when a new call arrives Agent Skill Level Time since last Sales call Agent Skill level Occupancy UCD-MIA Agent selection during agent surplus Call selection during call surplus Reserve agents Automated agent staffing adjustmentsService Level Supervisor Assigning reserve agents What happens when a skill goes over thresholdActivation of reserve agents Considerations for reserve skills Overload thresholds Dynamic Percentage AdjustmentDynamic Threshold Adjustment Auto Reserve Agents If your goal is to Then consider Developing your strategyCombining agent and call selection methods Different needs within a contact center Avaya support for Business Advocate Feature compatibility Agent selection methods hunt group types Call selection methods call handling preferencesCall selection method Recommended to work with Agent selection Method Recommended to work with Feature combinations to avoid Page Business Advocate solution examples Background information Maintaining service levels one scenario Automated agent staffing Agent selectionCall selection Where administered? Overload thresholds and service level targetsBusiness Overload thresholds Service level targets If you want to Then enter Activate Level RL field for ResultsCall Handling Measuring results If you want to check Determine Use this report or Command Adding customer segments Agent assignments Service Service objectivesVDN Objective Position field Dynamic QueueHandling Preference Objective field If you want to check Determine Use this report Increasing revenue Agent group Platinum Gold Silver New/unknown Agent assignment Overload thresholds and service objectives Service Objective Customers Overload Service Thresholds ObjectivesType field Supervisor field Level RL fields as Preference field Measuring results Automating agent moves to back up calls Group Primary Reserve Skill Overload thresholds Service level targets ACW Considered Adjustment field forIdle? field Override field Or 2 in the Reserve Level Level Target field forHandling Preference field Results List skill-status Controlling agent time in a skill Agents Sales Service If you want to activate Then enter Service level targetExpected call handling time Percentage Service Level TargetCall Handling Preference field Allocation PA field Measuring results Page Requirements for setting up Business Advocate Administering Business Advocate on Communication Manager Task Communication CMS Supervisor Manager Or CMS System requirementsCommunication Manager or CMS Supervisor? Business Advocate decisions at a glance Feature Decision Where administered Level VDN After Call Work Considered idle? System-level decisionsMIA Across Splits or Skills VDN-level decisions Service Level Supervisor Call Selection OverrideCall Selection Measurement Auto Reserve Agents Skill-level decisions Expected Call Handling Time Service ObjectiveGroup Type Agent Selection method Call Selection Override Activate on Oldest Call Waiting Dynamic Queue Position Dynamic Percentage AdjustmentService level target Direct Agent Calls First Agent-level decisionsCall Handling Preference call selection method Reserve Levels Where is LOA administered? Administration proceduresAdministering Least Occupied Agent How to administer LOA Administering Most Idle AgentWhere is MIA administered? How to administer MIA How to administer Greatest Need Administering Greatest NeedWhere is Greatest Need administered? How to administer Skill Level Administering Skill LevelWhere is Skill Level administered? Getting the best results with Percent Allocation Call Handling Preference field, enter percent-allocation Where is Percent Allocation administered?How to administer Percent Allocation for an agent Enter y in the Dynamic Percentage Adjustment? field How to administer Auto Reserve Agents at the system level Administering Service Objective Before you start How to administer Service Objective for an agentHow to administer Service Objective for a skill Service Levelsec field of this form Administering Predicted Wait Time or Current Wait TimeAdministering Dynamic Queue Position Who is Dynamic Queue Position designed for? Where is Dynamic Queue Position administered? How does the Service Objective field work? How to administer Dynamic Queue Position Administering Service Level SupervisorHow to administer a Service Objective for a VDN Enter y in the Dynamic Queue Position? field Enter y in the Service Level Supervisor? field Where is Service Level Supervisor administered?How to administer Service Level Supervisor for a skill How to administer a Reserve Agent How to administer Call Selection Override system wide Feature interactions Bcms and VuStats Acceptable Service Level sec fieldService Level Supervisor Percent Allocation Direct Agent CallsSkill Level Least Occupied Agent Least Occupied Agent Reserve agents and Location Preference Distribution Location Preference Distribution Agent log in and log out Add or remove skills via Feature Access CodePercent Allocation Secondary-only Location Preference DistributionMultiple call handling Predicted Wait Time Percent Allocation Distribution Abandoned calls Service Level Supervisor and reserve agentsAgent work states Audix Redirect on no answer Rona Auto available skillsMultiple skill queuing Service Objective sec field Service Objective Agent hold Work time and occupancy Call Forwarding Call CoverageCall Park Call Pickup Non-ACD calls Extension calls and LOA VDN of Origin Announcement Timed After Call Work ACWPage Agent administration Administering Business Advocate through CMS Supervisor Accessing the Change Agent Skills dialog box Using the Change Agent Skills dialog boxClick Agent Administration Working with agent skills Adding skills per agent Reviewing agent skillsDeleting skills per agent Change Agent Skills dialog box, click Add Skills Administering Greatest Need Administering call handling preferences Administering reserve agents Administering Skill LevelAdministering Percent Allocation Click Add Skills Using an agent templateGreatest Need Skill Level Percent Allocation Multi-Agent Skill Change dialog box opens Accessing the Multi-Agent Skill Change dialog boxAdding agents to a skill Removing agents from a skill Moving agents between skills Using the Multi-Agent Skill Change dialog box Using the Move Agents Between Skills dialog box Administering acceptable service levels Page Split/Skill database items Database itemsSplit/Skill 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 ACW ACD Asai ASA ANI Auto-In AI Average agent serviceAutomatic Call Distribution ACD BSR CMS CWT CWC Dnis EWT EADEAS Fmch FbusyFdisc Idle Hold LOA Logon LogoffMbusy MCH Modify Multiuser modeMonthly data Most Idle Agent MIA Queued OtherPAD Ringing Seized Standard agents SwitchStandard reports Station Unknown Number VDN Vector DirectoryVDN Calls-Counted VDN skill preference Index EWT Flex agents 148 Forced Busy Fbusy Business Advocate User Guide February