Agent assignments, Agent selection | Avaya 3.1 instruction

Business Advocate solution examples

The customer segments are as follows:

●Region 1 - New customer market requiring the most aggressive service objectives

●Region 2 - Existing customer market with customers who will abandon quickly

●Region 3 - Existing customer market with customers who are more tolerant about waiting to be served

Agent assignments

All agents in the Sales skill serve customers from all three regions because calls from all three regions are directed toward the single Sales skill. All agents in the Service skill serve customers from all three regions because calls from all three regions are directed toward the single Service skill. All agents are assigned skill levels of 1, 2, or 3 on the Agent LoginID form, depending upon their proficiency and experience.

Agent selection

Expert Agent Distribution - Least Occupied Agent (EAD-LOA) is used for agent selection to ensure that the highest skilled, least occupied agent is selected for a call when one or more agents are available to serve a call.

Call selection

Call selection uses Predicted Wait Time (PWT) and the Skill Level call handling preference. Agents’ proficiencies in Sales and Service are mapped into skill levels for the Sales skill and for the Service skill. For example, an agent who has top proficiency in Service, but only good proficiency in Sales will take a Service call over a Sales call if both are in queue when the agent became available. Service objectives are not in use; that is, Service Objective is not activated on the Agent LoginID Form.

●Top proficiency in Sales or Service - Level 1

●Good proficiency in Sales or Service - Level 2

●Fair proficiency in Sales or Service - Level 3

In general, PWT will come into use when calls are in queue for both the Sales and Service skills and the agent holds both skills at equal skill levels. In this situation, the call with the highest PWT is selected.

56 Avaya Business Advocate User Guide

February 2006

Image 56

Avaya 3.1 manual Agent assignments, Agent selection

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 What is Business Advocate? Introduction to Business Advocate Business Advocate agent licensing Business Advocate methods versus traditional methods Combining methods to achieve wanted results Call and agent selectionCall 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 Call selection methods Predicted Wait TimeGreatest Need Skill Level Service Objective Percent Allocation 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 How does Dynamic Queue Position work? Dynamic Queue Position example Greatest Need without Service Objective Call selection examplesSkill number PWT Greatest Need with Service Objective Skill Level without Service ObjectiveSkill number Service objective Skill number Skill level Skill Level with Service Objective Skill number Skill level 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 LOA and extension calls Agent occupancyPercent Allocation Distribution PAD If the extension call Then LOA Agent selection when a new call arrives Agent selection examples Agent Skill level Occupancy Agent Skill Level Time since last Sales call UCD-MIA Call selection during call surplus Agent selection during agent surplus Reserve agents Automated agent staffing adjustmentsService Level Supervisor What happens when a skill goes over threshold Assigning reserve agentsActivation 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 Feature compatibility Avaya support for Business Advocate Call selection methods call handling preferences Agent selection methods hunt group typesCall selection method Recommended to work with Agent selection Method Recommended to work with Feature combinations to avoid Page Business Advocate solution examples Maintaining service levels one scenario Background information Automated agent staffing Agent selectionCall selection Overload thresholds and service level targets Where administered?Business Overload thresholds Service level targets If you want to Then enter Activate Level RL field for ResultsCall Handling If you want to check Determine Use this report or Command Measuring results Adding customer segments Agent assignments Service objectives ServiceVDN Objective Dynamic Queue Position fieldHandling Preference Objective field If you want to check Determine Use this report Increasing revenue Agent assignment Agent group Platinum Gold Silver New/unknown Overload thresholds and service objectives Customers Overload Service Thresholds Objectives Service ObjectiveType field Supervisor field Preference field Level RL fields as Measuring results Automating agent moves to back up calls Group Primary Reserve Skill Overload thresholds Service level targets Adjustment field for ACW ConsideredIdle? 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 Service Level Target PercentageCall Handling Preference field Allocation PA field Measuring results Page Administering Business Advocate on Communication Manager Requirements for setting up Business Advocate Task Communication CMS Supervisor Manager Or CMS System requirementsCommunication Manager or CMS Supervisor? Feature Decision Where administered Level Business Advocate decisions at a glance VDN After Call Work Considered idle? System-level decisionsMIA Across Splits or Skills Service Level Supervisor Call Selection Override VDN-level decisionsCall Selection Measurement Auto Reserve Agents Skill-level decisions Expected Call Handling Time Service ObjectiveGroup Type Agent Selection method Activate on Oldest Call Waiting Call Selection Override 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 Administering Most Idle Agent How to administer LOAWhere 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 Administering Service Objective How to administer Auto Reserve Agents at the system level 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? How does the Service Objective field work? Where is Dynamic Queue Position administered? Administering Service Level Supervisor How to administer Dynamic Queue PositionHow 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 Location Preference Distribution Reserve agents and 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 Percent Allocation Distribution Predicted Wait Time Service Level Supervisor and reserve agents Abandoned callsAgent work states Audix Redirect on no answer Rona Auto available skillsMultiple skill queuing Service Objective Service Objective sec field Work time and occupancy Agent hold Call Coverage Call ForwardingCall Park Call Pickup Extension calls and LOA Non-ACD calls Timed After Call Work ACW VDN of Origin AnnouncementPage Administering Business Advocate through CMS Supervisor Agent administration Using the Change Agent Skills dialog box Accessing the Change Agent Skills dialog boxClick Agent Administration Working with agent skills Reviewing agent skills Adding skills per agentDeleting skills per agent Change Agent Skills dialog box, click Add Skills Administering call handling preferences Administering Greatest Need 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 Using the Multi-Agent Skill Change dialog box Moving agents between skills 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 ACD ACW Asai ANI ASA Average agent service Auto-In AIAutomatic Call Distribution ACD BSR CMS CWT CWC Dnis EWT EADEAS Fmch FbusyFdisc Hold Idle LOA Logoff LogonMbusy MCH Multiuser mode ModifyMonthly data Most Idle Agent MIA Queued OtherPAD Ringing Seized Switch Standard agentsStandard reports Station Unknown Vector Directory Number VDNVDN Calls-Counted VDN skill preference Index EWT Flex agents 148 Forced Busy Fbusy Business Advocate User Guide February