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

 

 

 

 

 

 

% Within Service Level

Whether your service

Real-Time Split/Skill

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

 

 

 

 

time is for the skill.

 

 

Note that if the Maximum

 

 

Delay far exceeds the

 

 

Overload 2 threshold for

 

 

emergency skills, it is an

 

 

indication that primary and

 

 

reserve staffing is

 

 

insufficient.

 

 

 

 

Average Abandon Time

Whether your thresholds

Real-Time Split/Skill

 

are set low enough to

Graphical Status report

 

activate reserve agents

 

 

before the call is

 

 

abandoned.

 

 

 

 

Overload Thresholds

Whether Dynamic

list skill-status

 

Threshold Adjustment is

command (SAT command

 

making adjustments to

that the system

 

thresholds as wanted.

administrator can use)

 

Note that you can also use

 

 

the displayed threshold

 

 

information (adjusted

 

 

thresholds) to readminister

 

 

your thresholds if you

 

 

decide not to use Dynamic

 

 

Threshold Adjustment.

 

 

 

 

Activation of Reserve

The number of calls being

Custom Report

Agents

taken by reserve 1 or

 

 

reserve 2 agents.

 

 

 

 

72 Avaya Business Advocate User Guide

February 2006

Page 72
Image 72
Avaya 3.1 manual List skill-status