
Business Advocate solution examples
If you want to | Then enter . . . | On the . . . |
activate . . . |
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Service Level | % in seconds in the Service | Hunt Group form (page 2) |
Target | Level Target field for |
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| nonemergency skills, except for |
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| the Payment Arrangements skill |
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Greatest Need | Agent LoginID form | |
| Handling Preference field |
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Skill Levels for | skill levels in the Skill Level | Agent LoginID form |
Agents | (SL) field for each agent’s |
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| primary skill |
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Reserve Agents | 1 or 2 in the Reserve Level | Agent LoginID form |
| (RL) fields for each agent’s |
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| reserve skills, according to |
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| agent’s profile |
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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 |
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Emergency | Level 1: 5 seconds | Not administered |
| Level 2: 10 seconds |
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Business | Level 1: 20 seconds | 85% in 20 |
accounts | 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 | 80% in 60 |
arrangements |
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70 Avaya Business Advocate User Guide | February 2006 |