Increasing revenue

The following table shows the values for the current settings:

Customers

Overload

Service

 

thresholds

objectives

 

 

 

 

 

 

Platinum

Level 1: 20

20

 

Level 2: 30

 

 

 

 

Gold

Level 1: 45

45

 

Level 2: 60

 

 

 

 

Silver

Level 1: 60

60

 

Level 2: 75

 

 

 

 

New/unknown

Level 1: 45

45

 

Level 2: 60

 

 

 

 

Where administered?

The following table shows where each of these features is administered through the switch. See Administering Business Advocate on Communication Manager on page 79 for procedures for administering the feature.

If you want to

Then enter . . .

On the . . .

activate . . .

 

 

 

 

 

 

 

 

After Call

y in the ACW

Feature-Related System

Considered Idle?

Considered Idle? field

Parameters form

 

 

 

Predicted Wait

predicted-wait-time in

Feature-Related System

Time

the Call Selection

Parameters form

 

Measurement field

 

 

 

 

UCD-LOA

ucd-loa in the Group

Hunt Group form (page 1)

 

Type field

 

 

 

 

Service

number of seconds in the

Hunt Group form (page 2)

Objective

Service Objective

 

 

field for each skill

 

 

 

 

Service Level

y in the Service Level

Hunt Group form (page 2)

Supervisor

Supervisor field

 

 

 

 

Overload

number of seconds in the

Hunt Group form (page 2)

Thresholds

Level 1 and Level 2

 

 

Threshold fields for each

 

 

skill

 

 

 

 

Avaya Business Advocate User Guide

February 2006 63

Page 63
Image 63
Avaya 3.1 manual Customers Overload Service Thresholds Objectives, Type field, Service Objective, Supervisor field