Business Advocate User Guide February | Avaya 3.1 instruction

Communication Manager or CMS Supervisor?	80
Business Advocate decisions at a glance	81
System-level decisions	83
MIA Across Splits or Skills	83
After Call Work Considered idle?	83
Call Selection Measurement	84
Service Level Supervisor Call Selection Override	84
Auto Reserve Agents	84
VDN-level decisions	84
Skill-level decisions	85
Group Type (Agent Selection method)	86
Expected Call Handling Time	86
Service Objective	86
Service Level Supervisor	86
Activate on Oldest Call Waiting	87
Call Selection Override	87
Overload thresholds	87
Dynamic Threshold Adjustment	87
Dynamic Percentage Adjustment	88
Service level target	88
Dynamic Queue Position	88
Agent-level decisions	89
Call Handling Preference (call selection method)	89
Service Objective	89
Direct Agent Calls First	89
Reserve Levels	90
Percent Allocation	90
Administration procedures	91
Administering Least Occupied Agent	91
Where is LOA administered?	91
How to administer LOA	92
Administering Most Idle Agent	92
Where is MIA administered?	92
How to administer MIA	92
Administering Greatest Need	93
Where is Greatest Need administered?	93
How to administer Greatest Need	93
Administering Skill Level	94
Where is Skill Level administered?	94
How to administer Skill Level	94
Administering Percent Allocation for call and agent selection	95
Getting the best results with Percent Allocation	95
Where is Percent Allocation administered?	96
How to administer Percent Allocation for an agent	96
How to administer PAD and Dynamic Percentage Adjustment for a skill	97
How to administer Auto Reserve Agents at the system level	98
Administering Service Objective	98
Before you start	99
How to administer Service Objective for an agent	99
How to administer Service Objective for a skill	99

6 Business Advocate User Guide

February 2006

Image 6

Avaya 3.1 manual Business Advocate User Guide February

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 What is Business Advocate? Introduction to Business Advocate Business Advocate agent licensing Business Advocate methods versus traditional methods Call selection Combining methods to achieve wanted resultsCall and agent selection Agent 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 Greatest Need Call selection methodsPredicted Wait Time Skill Level Service Objective Percent Allocation 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 How does Dynamic Queue Position work? Dynamic Queue Position example Skill number Greatest Need without Service ObjectiveCall selection examples PWT Skill number Service objective Greatest Need with Service ObjectiveSkill Level without Service Objective Skill number Skill level Skill Target Actual work Adjusted work Skill Level with Service ObjectiveSkill number Skill level Service objective Number Allocations Time Selecting agents Agent selection methodsHow agents are selected for calls Agent selection options Most Idle Agent MIALeast Occupied Agent LOA Percent Allocation Distribution PAD LOA and extension callsAgent occupancy 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 Automated agent staffing adjustments Service Level SupervisorReserve agents Activation of reserve agents What happens when a skill goes over thresholdAssigning reserve agents Considerations for reserve skills 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 Feature compatibility Avaya support for Business Advocate Call selection method Recommended to work with Call selection methods call handling preferencesAgent selection methods hunt group types Agent selection Method Recommended to work with Feature combinations to avoid Page Business Advocate solution examples Maintaining service levels one scenario Background information Agent selection Call selectionAutomated agent staffing Business Overload thresholds Service level targets Overload thresholds and service level targetsWhere administered? If you want to Then enter Activate Results Call HandlingLevel RL field for If you want to check Determine Use this report or Command Measuring results Adding customer segments Agent assignments VDN Service objectivesService Objective Handling Preference Dynamic QueuePosition field 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 Type field Customers Overload Service Thresholds ObjectivesService Objective 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 Idle? field Adjustment field forACW Considered Override 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 Call Handling Preference field Service Level TargetPercentage Allocation PA field Measuring results Page Administering Business Advocate on Communication Manager Requirements for setting up Business Advocate System requirements Communication Manager or CMS Supervisor?Task Communication CMS Supervisor Manager Or CMS Feature Decision Where administered Level Business Advocate decisions at a glance VDN System-level decisions MIA Across Splits or SkillsAfter Call Work Considered idle? Call Selection Measurement Service Level Supervisor Call Selection OverrideVDN-level decisions Auto Reserve Agents Skill-level decisions Service Objective Group Type Agent Selection methodExpected Call Handling Time Activate on Oldest Call Waiting Call Selection Override 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? Where is MIA administered? Administering Most Idle AgentHow to administer LOA How to administer MIA 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 Administering Service Objective How to administer Auto Reserve Agents at the system level 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? How does the Service Objective field work? Where is Dynamic Queue Position administered? How to administer a Service Objective for a VDN Administering Service Level SupervisorHow to administer Dynamic Queue Position Enter y in the Dynamic Queue Position? field 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 Location Preference Distribution Reserve agents and 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 Percent Allocation Distribution Predicted Wait Time Agent work states Service Level Supervisor and reserve agentsAbandoned calls Audix Auto available skills Multiple skill queuingRedirect on no answer Rona Service Objective Service Objective sec field Work time and occupancy Agent hold Call Park Call CoverageCall Forwarding 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 Click Agent Administration Using the Change Agent Skills dialog boxAccessing the Change Agent Skills dialog box Working with agent skills Deleting skills per agent Reviewing agent skillsAdding skills per agent Change Agent Skills dialog box, click Add Skills Administering call handling preferences Administering Greatest Need 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 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 Database items Split/Skill itemsSplit/Skill database items Agent database items Agent database items Dictionary calculations Agent Login/Logout database itemsAgent Login/Logout database items Standard Dictionary calculations Report-specific calculations Report-specific calculations ACD ACW Asai ANI ASA Automatic Call Average agent serviceAuto-In AI Distribution ACD BSR CMS CWT CWC Dnis EAD EASEWT Fbusy FdiscFmch Hold Idle LOA Mbusy LogoffLogon MCH Monthly data Multiuser modeModify Most Idle Agent MIA Other PADQueued Ringing Seized Standard reports SwitchStandard agents Station Unknown VDN Calls-Counted Vector DirectoryNumber VDN VDN skill preference Index EWT Flex agents 148 Forced Busy Fbusy Business Advocate User Guide February