Business Advocate solution examples
62 Avaya Business Advocate User Guide February 2006
Agent selection
UCD-LOA is used for agent selection so that the least occupied agent is selected for the call.
This spreads work time evenly among the primary or focus agents for each customer segment
and eliminates any hot seats, that is, a situation in which some agents receive more calls than
others. Since agents are encouraged to process each order completely during the call, After
Call Work (ACW) is not considered as work time in the calculation of agent occupancy.
Call selection
Greatest Need is administered for call selection and Predicted Wait Time (PWT) is activated for
call selection measurement. Greatest Need, when used with Service Objective, selects a call for
an agent according to the ratio of PWT and the administered service objective (PWT/SO) for the
agent’s assigned skills. The highest priority call with the highest PWT/SO is selected. The use
of PWT and Service Objective is important for the agents who have focus assignments in two or
more skills.
Automated agent staffing
Service Level Supervisor is used to activate reserve agents when overload thresholds for a skill
are exceeded. Service Level Supervisor Call Selection Override is off, because call selection
should never ignore calls that are waiting for an agent’s focus skill. Dynamic Threshold
Adjustment is not activated because the company prefers to set and monitor its thresholds. If
thresholds drop merely to help the center make its percentage in service level numbers, the
number of focus calls each agent takes also drops. This results in loss of revenue and
transaction costs that are higher than necessary.
Overload thresholds and service objectives
Given the way skill assignments are set, service objectives play a role when either Tier 2 or Tier
3 agents become available, because these types of agents have two primary skills. Service
objectives are implemented for all skills, however, and Service Objective is activated for call
handling on each agent’s Agent LoginID form. Therefore, if any of an agent’s reserve skills go
into overload, the agent’s call selection is properly governed. Since each skill has two levels of
reserves, two overload thresholds are administered for each skill and the settings reflect the
business interest to back up higher-revenue calls more readily.