Agent selection, Call selection | Avaya 3.1 instruction

Maintaining service levels - one scenario

while ensuring that service levels are maintained to avoid financial penalties. Three skills are used, one for each business. Agents are trained to serve all three skills, but have varying levels of experience and proficiency. To keep efficiency as high as possible, the business wants to use agents in their primary areas of expertise.

Agent assignments are as follows:

●The most experienced agents are assigned businesses A and B as their primary skills. They are not assigned reserve skills.

●The next most proficient agents serve business B as their primary skill. These agents also serve as reserve agents for businesses A (R1) and C (R1).

●Newer agents and trainees are assigned business C as their primary skill and they serve as reserve agents for business B. Some agents serve as R1 and some serve as R2, depending upon their abilities. These agents do not serve business A.

Agent selection

UCD-LOA is used for agent selection so that the least occupied agent is selected for the call. This method spreads work time evenly among agents, and eliminates any “hot seats.” After Call Work (ACW) is considered as work time in the calculation of agent occupancy.

Note:

The decision to include ACW as work time is not critical to implementing this example. This example works whether ACW time is considered as idle time or work time.

Call selection

Predicted Wait Time (PWT) is administered as the call selection measurement to predict how long a call will wait in queue if the currently available agent does not take the call.

Greatest Need is administered for call selection. In this situation, Greatest Need selects a skill for an agent to serve based on the call at the highest priority with the longest PWT.

Automated agent staffing

Service Level Supervisor is used to activate reserve agents when overload thresholds for a skill are exceeded. Dynamic Threshold Adjustment, with service level targets, is administered for each skill to adjust thresholds as needed to help meet service level targets under changing conditions. Call Selection Override is off.

Avaya Business Advocate User Guide

February 2006 51

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Avaya 3.1 manual Agent selection, Call selection, Automated agent staffing

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 Why Avaya Business Advocate? OverviewImportance of contact centers 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 Agent selection Combining methods to achieve wanted resultsCall and agent selection Call selection Automated agent staffing adjustments Selecting calls How call selection worksConsiderations for call selection Call selection measurement How calls are selected for an agentCurrent Wait Time Skill Level Call selection methodsPredicted Wait Time Greatest Need Percent Allocation Service Objective What is Call Selection Override? Call Selection OverrideHow does Call Selection Override work? Sending Direct Agent Calls first Call Selection Override exampleSkill Skill level Overload Predicted wait Threshold Time What is Dynamic Queue Position? Dynamic Queue PositionDirect Agent Calls First? field Dynamic Queue Position example How does Dynamic Queue Position work? PWT Greatest Need without Service ObjectiveCall selection examples Skill number Skill number Skill level Greatest Need with Service ObjectiveSkill Level without Service Objective Skill number Service objective Number Allocations Time Skill Level with Service ObjectiveSkill number Skill level Service objective Skill Target Actual work Adjusted work Selecting agents Agent selection methodsHow agents are selected for calls Agent selection options Most Idle Agent MIALeast Occupied Agent LOA If the extension call Then LOA LOA and extension callsAgent occupancy Percent Allocation Distribution PAD 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 Automated agent staffing adjustments Service Level SupervisorReserve agents Considerations for reserve skills What happens when a skill goes over thresholdAssigning reserve agents Activation of reserve agents Dynamic Percentage Adjustment Dynamic Threshold AdjustmentOverload thresholds Auto Reserve Agents Developing your strategy Combining agent and call selection methodsIf your goal is to Then consider Different needs within a contact center Avaya support for Business Advocate Feature compatibility Agent selection Method Recommended to work with Call selection methods call handling preferencesAgent selection methods hunt group types Call selection method Recommended to work with Feature combinations to avoid Page Business Advocate solution examples Background information Maintaining service levels one scenario Agent selection Call selectionAutomated agent staffing If you want to Then enter Activate Overload thresholds and service level targetsWhere administered? Business Overload thresholds Service level targets Results Call HandlingLevel RL field for Measuring results If you want to check Determine Use this report or Command Adding customer segments Agent assignments Objective Service objectivesService VDN Objective field Dynamic QueuePosition field Handling Preference 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 Supervisor field Customers Overload Service Thresholds ObjectivesService Objective Type 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 Override field Adjustment field forACW Considered Idle? field Level Target field for Handling Preference fieldOr 2 in the Reserve Level Results List skill-status Controlling agent time in a skill Agents Sales Service Service level target Expected call handling timeIf you want to activate Then enter Allocation PA field Service Level TargetPercentage Call Handling Preference field Measuring results Page Requirements for setting up Business Advocate Administering Business Advocate on Communication Manager System requirements Communication Manager or CMS Supervisor?Task Communication CMS Supervisor Manager Or CMS Business Advocate decisions at a glance Feature Decision Where administered Level VDN System-level decisions MIA Across Splits or SkillsAfter Call Work Considered idle? Auto Reserve Agents Service Level Supervisor Call Selection OverrideVDN-level decisions Call Selection Measurement Skill-level decisions Service Objective Group Type Agent Selection methodExpected Call Handling Time Call Selection Override Activate on Oldest Call Waiting Dynamic Percentage Adjustment Service level targetDynamic Queue Position Agent-level decisions Call Handling Preference call selection methodDirect Agent Calls First Reserve Levels Administration procedures Administering Least Occupied AgentWhere is LOA administered? How to administer MIA Administering Most Idle AgentHow to administer LOA Where is MIA administered? Administering Greatest Need Where is Greatest Need administered?How to administer Greatest Need Administering Skill Level Where is Skill Level administered?How to administer Skill Level Getting the best results with Percent Allocation Where is Percent Allocation administered? How to administer Percent Allocation for an agentCall Handling Preference field, enter percent-allocation Enter y in the Dynamic Percentage Adjustment? field How to administer Auto Reserve Agents at the system level Administering Service Objective How to administer Service Objective for an agent How to administer Service Objective for a skillBefore you start Administering Predicted Wait Time or Current Wait Time Administering Dynamic Queue PositionService Levelsec field of this form Who is Dynamic Queue Position designed for? Where is Dynamic Queue Position administered? How does the Service Objective field work? Enter y in the Dynamic Queue Position? field Administering Service Level SupervisorHow to administer Dynamic Queue Position How to administer a Service Objective for a VDN Where is Service Level Supervisor administered? How to administer Service Level Supervisor for a skillEnter y in the Service Level Supervisor? field How to administer a Reserve Agent How to administer Call Selection Override system wide Feature interactions Acceptable Service Level sec field Service Level SupervisorBcms and VuStats Direct Agent Calls Skill LevelPercent Allocation Least Occupied Agent Least Occupied Agent Reserve agents and Location Preference Distribution Location Preference Distribution Add or remove skills via Feature Access Code Percent AllocationAgent log in and log out Location Preference Distribution Multiple call handlingSecondary-only Predicted Wait Time Percent Allocation Distribution Audix Service Level Supervisor and reserve agentsAbandoned calls Agent work states Auto available skills Multiple skill queuingRedirect on no answer Rona Service Objective sec field Service Objective Agent hold Work time and occupancy Call Pickup Call CoverageCall Forwarding Call Park Non-ACD calls Extension calls and LOA VDN of Origin Announcement Timed After Call Work ACWPage Agent administration Administering Business Advocate through CMS Supervisor Working with agent skills Using the Change Agent Skills dialog boxAccessing the Change Agent Skills dialog box Click Agent Administration Change Agent Skills dialog box, click Add Skills Reviewing agent skillsAdding skills per agent Deleting skills per agent Administering Greatest Need Administering call handling preferences Administering Skill Level Administering Percent AllocationAdministering reserve agents Using an agent template Greatest Need Skill Level Percent AllocationClick Add Skills Accessing the Multi-Agent Skill Change dialog box Adding agents to a skillMulti-Agent Skill Change dialog box opens 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 Database items Split/Skill itemsSplit/Skill database items Agent database items Agent database items Standard Dictionary calculations Agent Login/Logout database itemsAgent Login/Logout database items Dictionary calculations Report-specific calculations Report-specific calculations ACW ACD Asai ASA ANI Distribution ACD Average agent serviceAuto-In AI Automatic Call BSR CMS CWT CWC Dnis EAD EASEWT Fbusy FdiscFmch Idle Hold LOA MCH LogoffLogon Mbusy Most Idle Agent MIA Multiuser modeModify Monthly data Other PADQueued Ringing Seized Station SwitchStandard agents Standard reports Unknown VDN skill preference Vector DirectoryNumber VDN VDN Calls-Counted Index EWT Flex agents 148 Forced Busy Fbusy Business Advocate User Guide February