Business Advocate solution examples

If you want to

Then enter . . .

On the . . .

activate . . .

 

 

 

 

 

 

 

 

Dynamic Queue

y in the Dynamic Queue

Hunt Group form (page 2)

Position

Position field

 

 

 

 

Skill Level call

skill-level in the Call

Agent LoginID form

handling

Handling Preference

 

preference

field

 

 

 

 

Service

n in the Service

Agent LoginID form

Objective

Objective field

 

 

 

 

Skill Levels

1, 2, or 3 in the Skill

Agent LoginID form

 

Level (SL) fields for the

 

 

Sales and Service skills for

 

 

each agent, according to

 

 

the agent’s proficiency

 

 

 

 

Results

EAD-LOA for the hunt group method and Skill Level for call handling preference work together to ensure that during agent or call surplus conditions, the most skilled agent takes the call. Dynamic Queue Position uses the service objectives that are administered for each VDN to determine where to place the call in either the Sales queue or in the Service queue. As calls arrive, they are placed in queue so that the average speed of answer (ASA) of the calls from each VDN is proportional to the service objectives of the VDN. This means, for example, that new market customers will tend to be placed in queue ahead of some of the other calls, but not necessarily in front of all of them. If you recall, the service objectives are 10 seconds for new markets (VDNs 11 and 21), 15 seconds for markets with high abandon rates (VDNs 12 and 22), and 20 seconds for other markets (VDNs 13 and 23).

58 Avaya Business Advocate User Guide

February 2006

Page 58
Image 58
Avaya 3.1 manual Dynamic Queue, Position field, Handling Preference, Objective field