Increasing revenue

Measuring results

The following table shows some of the reports and some of the database items that you can review to determine the effectiveness of this solution.

If you want to check . . .

And determine . . .

Use this report

 

 

 

 

 

 

Average Speed of

How each skill is

Real-Time Split/Skill

Answer

performing:

Graphical Status report

Average Abandon Time

How quickly calls are

 

Average ACD Time

being answered

 

Maximum delay

When customers are

 

 

abandoning

 

 

Average talk time

 

 

 

 

Percent of time a skill was

How often overload

Historical Graphical Skill

in each overload condition

thresholds are being

Overload report

 

exceeded. If skills spend

 

 

too much time in overload,

 

 

it is generally a good

 

 

indication that more primary

 

 

agents are needed for the

 

 

skill.

 

 

 

 

Activation of reserve agents

How many calls are

Custom Report

 

being answered by

 

 

reserve 1 and reserve 2

 

 

agents. The more often

 

 

calls are served by

 

 

reserve agents, the less

 

 

often the optimal or focus

 

 

agent is taking the call.

 

 

Whether average talk

 

 

time increases

 

 

significantly when

 

 

reserve agents serve

 

 

calls.

 

 

 

 

Avaya Business Advocate User Guide

February 2006 65

Page 65
Image 65
Avaya 3.1 manual Measuring results