Business Advocate solution examples

If you want to

Then enter . . .

On the . . .

activate . . .

 

 

 

 

 

 

 

 

Service Level

% in seconds in the Service

Hunt Group form (page 2)

Target

Level Target field for

 

 

nonemergency skills, except for

 

 

the Payment Arrangements skill

 

 

 

 

Greatest Need

greatest-need in the Call

Agent LoginID form

 

Handling Preference field

 

 

 

 

Skill Levels for

skill levels in the Skill Level

Agent LoginID form

Agents

(SL) field for each agent’s

 

 

primary skill

 

 

 

 

Reserve Agents

1 or 2 in the Reserve Level

Agent LoginID form

 

(RL) fields for each agent’s

 

 

reserve skills, according to

 

 

agent’s profile

 

 

 

 

Overload thresholds and service level targets

The following table shows how the overload thresholds and service level targets are set.

Skill

Overload thresholds

Service level targets

 

 

 

 

 

 

Emergency

Level 1: 5 seconds

Not administered

 

Level 2: 10 seconds

 

 

 

 

Business

Level 1: 20 seconds

85% in 20

accounts

Level 2: 30 seconds

 

 

 

 

Residential

Level 1: 40 seconds

85% in 40

accounts

Level 2: 50 seconds

 

 

 

 

Payment

Not administered

80% in 60

arrangements

 

 

 

 

 

70 Avaya Business Advocate User Guide

February 2006

Page 70
Image 70
Avaya 3.1 manual Level Target field for, Handling Preference field, Or 2 in the Reserve Level