Controlling agent time in a skill
Avaya Business Advocate User Guide February 2006 73
Some contact centers place special emphasis on providing a balanced mix of calls to each
agent to develop agent abilities in new areas without overwhelming them, or to align agent
contribution with their compensation or reward plan. For example, a business might choose to
allot a percentage of an agent’s time to serve skills for which he can earn commission, and a
percentage for the time he spends serving noncommission skills. Percent Allocation, when used
for agent and call selection, is designed to meet this need.
This solution includes:
●Auto Reserve Agents
●Dynamic Percentage Adjustment
●Percent Allocation as a call selection method
●Percent Allocation Distribution (PAD) for agent selection
This section includes the following topics:
●Background information on page 73
●Agent assignments on page 74
●Agent selection on page 74
●Call selection on page 74
●Automated agent staffingon page 75
●Service level target on page 75
●Expected call handling time on page 75
●Where administered? on page 75
●Results on page 76
●Measuring results on page 77
Background information
A company that sells and services fax machines uses a Sales skill and a Service skill. Agents
are trained to serve both skills, although five agents are particularly effective at closing sales. It
is important to the company that customers are served well and also that agents have an
equitable chance at serving commission and noncommission skills.