Business Advocate solution examples
Call selection
Queuing the emergency skill calls at top priority and other types of calls at medium priority results in any agent with emergency skills as primary to take the emergency call over the other type of call. Greatest Need is used for the call handling preference for agents, without Service Objective, so that calls are selected according to PWT. Call Selection Override is active for the emergency skill but not for the other skills. When the emergency skill is in overload, its need causes an override of typical call selection. This means that an agent who has the emergency skill as a reserve skill takes the emergency call rather than a primary call, such as a payment arrangement call.
Automated agent staffing
Service Level Supervisor is used to activate reserve agents when overload thresholds for a skill are exceeded. Activate on Oldest Call Waiting is administered to ensure that calls in the smaller, emergency skill receive the attention they need. Call Selection override is on for the emergency skill to ensure that the emergency calls are given priority over routine calls when the emergency skill is in overload.
Overload thresholds and service level targets
The following table shows the values for the current settings:
Skill | Overload thresholds | Service level targets |
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Emergency | Level 1: 5 seconds | Not administered |
| Level 2: 10 seconds |
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Business accounts | Level 1: 20 seconds | 85% in 20 |
| Level 2: 30 seconds |
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Residential | Level 1: 40 seconds | 85% in 40 |
accounts | Level 2: 50 seconds |
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Payment | Not administered | Not administered |
arrangements |
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68 Avaya Business Advocate User Guide | February 2006 |
