
Business Advocate solution examples
Measuring results
The following table shows some of the reports that you can review to determine the effectiveness of this solution.
If you want to check . . . | And determine . . . | Use this report |
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● % Within Service Level | ● Whether your service | |
● Average Speed of | levels are being met for | Graphical Status report or |
Answer | each skill. | Historical Split/Skill |
● Average ACD Time | ● How quickly calls are | Graphical Service Level |
● Maximum delay | answered. | Report |
● What the average talk |
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| time is for the skill. |
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| Note that if the Maximum |
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| Delay far exceeds the |
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| Overload 2 threshold for |
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| emergency skills, it is an |
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| indication that primary and |
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| reserve staffing is |
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| insufficient. |
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Average Abandon Time | Whether your thresholds | |
| are set low enough to | Graphical Status report |
| activate reserve agents |
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| before the call is |
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| abandoned. |
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Overload Thresholds | Whether Dynamic | list |
| Threshold Adjustment is | command (SAT command |
| making adjustments to | that the system |
| thresholds as wanted. | administrator can use) |
| Note that you can also use |
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| the displayed threshold |
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| information (adjusted |
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| thresholds) to readminister |
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| your thresholds if you |
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| decide not to use Dynamic |
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| Threshold Adjustment. |
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Activation of Reserve | The number of calls being | Custom Report |
Agents | taken by reserve 1 or |
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| reserve 2 agents. |
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72 Avaya Business Advocate User Guide | February 2006 |