Maintaining service levels - one scenario

 

 

 

 

 

If you want to

Then enter . . .

 

On the . . .

 

activate . . .

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Service Level

% in seconds in the

 

Hunt Group form (page 2)

 

Target

Service Level Target

 

 

 

 

field for each skill

 

 

 

 

 

 

 

 

Greatest Need

greatest-need in the

 

Agent LoginID form

 

 

Call Handling

 

 

 

 

Preference field for each

 

 

 

 

agent

 

 

 

 

 

 

 

 

Reserve Agents

1 or 2 in the Reserve

 

Agent LoginID form

 

 

Level (RL) field for

 

 

 

 

each skill an agent will

 

 

 

 

serve as a reserve agent

 

 

 

 

 

 

 

 

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

Page 53
Image 53
Avaya 3.1 manual Results, Call Handling, Level RL field for