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| Maintaining service levels - one scenario | ||
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If you want to | Then enter . . . |
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activate . . . |
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Service Level | % in seconds in the |
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Target | Service Level Target |
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| field for each skill |
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Greatest Need |
| Agent LoginID form |
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| Call Handling |
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| Preference field for each |
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| agent |
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Reserve Agents | 1 or 2 in the Reserve |
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| Level (RL) field for |
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| each skill an agent will |
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| serve as a reserve agent |
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Results
Service levels are maintained with this solution because Dynamic Threshold Adjustment automatically adjusts thresholds as needed to activate agents sooner or later to meet a skill’s service level targets. A sudden increase in call volume does not result in an increase in abandoned calls or the need for supervisors to move agents between skills to meet changing demands.
Avaya Business Advocate User Guide | February 2006 53 |