Agent assignment | Avaya 3.1 instruction

Increasing revenue

The goal is to focus each agent’s time as much as possible on a targeted set of customers. Dedicating each agent to a customer segment will accomplish this goal, but it will also leave the contact center vulnerable to maintaining good overall service levels if call volumes for any of the customer segments are higher than expected. To solve this problem, each agent is assigned to another customer segment when needed.

Agent assignment

Agents are grouped into four tiers, according to their abilities.

●Tier 1 agents are the most proficient agents. They are top at sales and are particularly effective at upselling. These agents serve the Platinum skill as their primary or “focus” skill. They serve the Gold (R1) skill as reserve agents.

●Tier 2 agents are good at selling standard merchandise, but are not as effective with add-on sales. They are very effective at introducing new customers to the company’s catalog. They serve the Gold and New/Unknown skills as their primary skills. These agents serve the Platinum (R1) and Silver (R2) skills as reserve agents.

●Tier 3 agents have nearly the same ability as Tier 2, but they should spend less time with Platinum customers and more with Silver customers as the need arises. These agents serve the Gold and New/Unknown skills as primary skills. They serve the Platinum (R2) and Silver (R1) skills as reserve agents.

●Tier 4 agents are less experienced and many are still in training. Their primary skill is Silver. These agents serve the Gold (R2) and New/Unknown (R1) skills as reserve agents.

The following table shows the skill assignments that are described above. By making the less optimal agent-customer pairings reserve skills, the time each agent spends in his focus or primary skill is maximized. This results in revenue benefits and operational cost benefits for the company.

Agent group	Platinum	Gold	Silver	New/unknown


Tier 1	Primary	Reserve 1		Reserve 2

Tier 2	Reserve 1	Primary	Reserve 2	Primary

Tier 3	Reserve 2	Primary	Reserve 1	Primary

Tier 4		Reserve 2	Primary	Reserve 1

Avaya Business Advocate User Guide

February 2006 61

Image 61

Avaya 3.1 manual Agent assignment, Agent group Platinum Gold Silver New/unknown

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 Overview Why Avaya Business Advocate?Importance of contact centers Matching your needs with Business Advocate solutions Overview of Business Advocate Introduction to Business Advocate What is Business Advocate? Business Advocate methods versus traditional methods Business Advocate agent licensing Call and agent selection Combining methods to achieve wanted resultsCall selection Agent selection Automated agent staffing adjustments How call selection works Selecting callsConsiderations for call selection How calls are selected for an agent Call selection measurementCurrent Wait Time Predicted Wait Time Call selection methodsGreatest Need Skill Level Percent Allocation Service Objective Call Selection Override What is Call Selection Override?How does Call Selection Override work? Call Selection Override example Sending Direct Agent Calls firstSkill Skill level Overload Predicted wait Threshold Time Dynamic Queue Position What is Dynamic Queue Position?Direct Agent Calls First? field Dynamic Queue Position example How does Dynamic Queue Position work? Call selection examples Greatest Need without Service ObjectiveSkill number PWT Skill Level without Service Objective Greatest Need with Service ObjectiveSkill number Service objective Skill number Skill level Skill number Skill level Service objective Skill Level with Service ObjectiveSkill Target Actual work Adjusted work Number Allocations Time Agent selection methods Selecting agentsHow agents are selected for calls Most Idle Agent MIA Agent selection optionsLeast Occupied Agent LOA Agent occupancy LOA and extension callsPercent Allocation Distribution PAD If the extension call Then LOA Agent selection examples Agent selection when a new call arrives Agent Skill Level Time since last Sales call Agent Skill level Occupancy UCD-MIA Agent selection during agent surplus Call selection during call surplus Service Level Supervisor Automated agent staffing adjustmentsReserve agents Assigning reserve agents What happens when a skill goes over thresholdActivation of reserve agents Considerations for reserve skills Dynamic Threshold Adjustment Dynamic Percentage AdjustmentOverload thresholds Auto Reserve Agents Combining agent and call selection methods Developing your strategyIf your goal is to Then consider Different needs within a contact center Avaya support for Business Advocate Feature compatibility Agent selection methods hunt group types Call selection methods call handling preferencesCall selection method Recommended to work with Agent selection Method Recommended to work with Feature combinations to avoid Page Business Advocate solution examples Background information Maintaining service levels one scenario Call selection Agent selectionAutomated agent staffing Where administered? Overload thresholds and service level targetsBusiness Overload thresholds Service level targets If you want to Then enter Activate Call Handling ResultsLevel RL field for Measuring results If you want to check Determine Use this report or Command Adding customer segments Agent assignments Service Service objectivesVDN Objective Position field Dynamic QueueHandling Preference Objective field If you want to check Determine Use this report Increasing revenue Agent group Platinum Gold Silver New/unknown Agent assignment Overload thresholds and service objectives Service Objective Customers Overload Service Thresholds ObjectivesType field Supervisor field Level RL fields as Preference field Measuring results Automating agent moves to back up calls Group Primary Reserve Skill Overload thresholds Service level targets ACW Considered Adjustment field forIdle? field Override field Handling Preference field Level Target field forOr 2 in the Reserve Level Results List skill-status Controlling agent time in a skill Agents Sales Service Expected call handling time Service level targetIf you want to activate Then enter Percentage Service Level TargetCall Handling Preference field Allocation PA field Measuring results Page Requirements for setting up Business Advocate Administering Business Advocate on Communication Manager Communication Manager or CMS Supervisor? System requirementsTask Communication CMS Supervisor Manager Or CMS Business Advocate decisions at a glance Feature Decision Where administered Level VDN MIA Across Splits or Skills System-level decisionsAfter Call Work Considered idle? VDN-level decisions Service Level Supervisor Call Selection OverrideCall Selection Measurement Auto Reserve Agents Skill-level decisions Group Type Agent Selection method Service ObjectiveExpected Call Handling Time Call Selection Override Activate on Oldest Call Waiting Service level target Dynamic Percentage AdjustmentDynamic Queue Position Call Handling Preference call selection method Agent-level decisionsDirect Agent Calls First Reserve Levels Administering Least Occupied Agent Administration proceduresWhere is LOA administered? How to administer LOA Administering Most Idle AgentWhere is MIA administered? How to administer MIA Where is Greatest Need administered? Administering Greatest NeedHow to administer Greatest Need Where is Skill Level administered? Administering Skill LevelHow to administer Skill Level Getting the best results with Percent Allocation How to administer Percent Allocation for an agent Where is Percent Allocation administered?Call Handling Preference field, enter percent-allocation Enter y in the Dynamic Percentage Adjustment? field How to administer Auto Reserve Agents at the system level Administering Service Objective How to administer Service Objective for a skill How to administer Service Objective for an agentBefore you start Administering Dynamic Queue Position Administering Predicted Wait Time or Current Wait TimeService Levelsec field of this form Who is Dynamic Queue Position designed for? Where is Dynamic Queue Position administered? How does the Service Objective field work? How to administer Dynamic Queue Position Administering Service Level SupervisorHow to administer a Service Objective for a VDN Enter y in the Dynamic Queue Position? field How to administer Service Level Supervisor for a skill Where is Service Level Supervisor administered?Enter y in the Service Level Supervisor? field How to administer a Reserve Agent How to administer Call Selection Override system wide Feature interactions Service Level Supervisor Acceptable Service Level sec fieldBcms and VuStats Skill Level Direct Agent CallsPercent Allocation Least Occupied Agent Least Occupied Agent Reserve agents and Location Preference Distribution Location Preference Distribution Percent Allocation Add or remove skills via Feature Access CodeAgent log in and log out Multiple call handling Location Preference DistributionSecondary-only Predicted Wait Time Percent Allocation Distribution Abandoned calls Service Level Supervisor and reserve agentsAgent work states Audix Multiple skill queuing Auto available skillsRedirect on no answer Rona Service Objective sec field Service Objective Agent hold Work time and occupancy Call Forwarding Call CoverageCall Park Call Pickup Non-ACD calls Extension calls and LOA VDN of Origin Announcement Timed After Call Work ACWPage Agent administration Administering Business Advocate through CMS Supervisor Accessing the Change Agent Skills dialog box Using the Change Agent Skills dialog boxClick Agent Administration Working with agent skills Adding skills per agent Reviewing agent skillsDeleting skills per agent Change Agent Skills dialog box, click Add Skills Administering Greatest Need Administering call handling preferences Administering Percent Allocation Administering Skill LevelAdministering reserve agents Greatest Need Skill Level Percent Allocation Using an agent templateClick Add Skills Adding agents to a skill Accessing the Multi-Agent Skill Change dialog boxMulti-Agent Skill Change dialog box opens Removing agents from a skill Moving agents between skills Using the Multi-Agent Skill Change dialog box Using the Move Agents Between Skills dialog box Administering acceptable service levels Page Split/Skill items Database itemsSplit/Skill database 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 ACW ACD Asai ASA ANI Auto-In AI Average agent serviceAutomatic Call Distribution ACD BSR CMS CWT CWC Dnis EAS EADEWT Fdisc FbusyFmch Idle Hold LOA Logon LogoffMbusy MCH Modify Multiuser modeMonthly data Most Idle Agent MIA PAD OtherQueued Ringing Seized Standard agents SwitchStandard reports Station Unknown Number VDN Vector DirectoryVDN Calls-Counted VDN skill preference Index EWT Flex agents 148 Forced Busy Fbusy Business Advocate User Guide February