Agent assignments, Agents Sales Service | Avaya 3.1 guide

Business Advocate solution examples

Agent assignments

The following table shows agent assignments.

Agents	Sales	Service


Top sales	Skill level 1	Skill level 2
	50%	50%

All others	Skill level 1	Skill level 1
	50%	50%

Notice that the high-performing sales agents have the Service skill at skill level 2, which works in conjunction with Auto Reserve for “secondary only”. Since the other agents hold both the Sales and Service skills at skill level 1, they are not subject to Auto Reserving.

Agent selection

PAD is administered as the hunt group method for agent selection so that during conditions of agent surplus, agents are selected for calls using their administered target allocations. Agents are encouraged to complete all call-related work during the call, so After Call Work (ACW) is not considered work time.

Call selection

Percent Allocation is administered as the call selection method to ensure that during conditions of call surplus, calls are selected that meet the available agent’s administered allocation plan. Auto Reserve Agents is set to secondary-onlyso that top-performing sales agents are left idle if their target allocation has been exceeded for the Service skill. This allows the top-performing agents to be available to serve additional incoming Sales calls, resulting in more revenue for the company. All other agents are not affected by the Auto Reserve Agents feature because they hold both the sales skill and the service skill at level 1.

Note:

When Auto Reserve Agents is set to secondary-only, the skill level that is assigned on the Agent LoginID form determines in which skills the agent is left idle.

74 Avaya Business Advocate User Guide

February 2006

Image 74

Avaya 3.1 manual Agent assignments, Agents Sales Service

Contents

Avaya Business Advocate Compas Avaya Business Advocate User Guide Contents Business Advocate solution examples Administering Business Advocate on Communication Manager Business Advocate User Guide February Feature interactions 107 Glossary 139 Index 159 Preface Related documents Call Center documents Availability Overview of Business Advocate Importance of contact centers Why Avaya Business Advocate?Overview Matching your needs with Business Advocate solutions Overview of Business Advocate What is Business Advocate? Introduction to Business Advocate Business Advocate agent licensing Business Advocate methods versus traditional methods Call selection Combining methods to achieve wanted resultsCall and agent selection Agent selection Automated agent staffing adjustments Considerations for call selection Selecting callsHow call selection works Current Wait Time Call selection measurementHow calls are selected for an agent Greatest Need Call selection methodsPredicted Wait Time Skill Level Service Objective Percent Allocation How does Call Selection Override work? What is Call Selection Override?Call Selection Override Skill Skill level Overload Predicted wait Threshold Time Sending Direct Agent Calls firstCall Selection Override example Direct Agent Calls First? field What is Dynamic Queue Position?Dynamic Queue Position How does Dynamic Queue Position work? Dynamic Queue Position example Skill number Greatest Need without Service ObjectiveCall selection examples PWT Skill number Service objective Greatest Need with Service ObjectiveSkill Level without Service Objective Skill number Skill level Skill Target Actual work Adjusted work Skill Level with Service ObjectiveSkill number Skill level Service objective Number Allocations Time How agents are selected for calls Selecting agentsAgent selection methods Least Occupied Agent LOA Agent selection optionsMost Idle Agent MIA Percent Allocation Distribution PAD LOA and extension callsAgent occupancy If the extension call Then LOA Agent selection when a new call arrives Agent selection examples Agent Skill level Occupancy Agent Skill Level Time since last Sales call UCD-MIA Call selection during call surplus Agent selection during agent surplus Reserve agents Automated agent staffing adjustmentsService Level Supervisor Activation of reserve agents What happens when a skill goes over thresholdAssigning reserve agents Considerations for reserve skills Overload thresholds Dynamic Percentage AdjustmentDynamic Threshold Adjustment Auto Reserve Agents If your goal is to Then consider Developing your strategyCombining agent and call selection methods Different needs within a contact center Feature compatibility Avaya support for Business Advocate Call selection method Recommended to work with Call selection methods call handling preferencesAgent selection methods hunt group types Agent selection Method Recommended to work with Feature combinations to avoid Page Business Advocate solution examples Maintaining service levels one scenario Background information Automated agent staffing Agent selectionCall selection Business Overload thresholds Service level targets Overload thresholds and service level targetsWhere administered? If you want to Then enter Activate Level RL field for ResultsCall Handling If you want to check Determine Use this report or Command Measuring results Adding customer segments Agent assignments VDN Service objectivesService Objective Handling Preference Dynamic QueuePosition field Objective field If you want to check Determine Use this report Increasing revenue Agent assignment Agent group Platinum Gold Silver New/unknown Overload thresholds and service objectives Type field Customers Overload Service Thresholds ObjectivesService Objective Supervisor field Preference field Level RL fields as Measuring results Automating agent moves to back up calls Group Primary Reserve Skill Overload thresholds Service level targets Idle? field Adjustment field forACW Considered Override field Or 2 in the Reserve Level Level Target field forHandling Preference field Results List skill-status Controlling agent time in a skill Agents Sales Service If you want to activate Then enter Service level targetExpected call handling time Call Handling Preference field Service Level TargetPercentage Allocation PA field Measuring results Page Administering Business Advocate on Communication Manager Requirements for setting up Business Advocate Task Communication CMS Supervisor Manager Or CMS System requirementsCommunication Manager or CMS Supervisor? Feature Decision Where administered Level Business Advocate decisions at a glance VDN After Call Work Considered idle? System-level decisionsMIA Across Splits or Skills Call Selection Measurement Service Level Supervisor Call Selection OverrideVDN-level decisions Auto Reserve Agents Skill-level decisions Expected Call Handling Time Service ObjectiveGroup Type Agent Selection method Activate on Oldest Call Waiting Call Selection Override Dynamic Queue Position Dynamic Percentage AdjustmentService level target Direct Agent Calls First Agent-level decisionsCall Handling Preference call selection method Reserve Levels Where is LOA administered? Administration proceduresAdministering Least Occupied Agent Where is MIA administered? Administering Most Idle AgentHow to administer LOA How to administer MIA How to administer Greatest Need Administering Greatest NeedWhere is Greatest Need administered? How to administer Skill Level Administering Skill LevelWhere is Skill Level administered? Getting the best results with Percent Allocation Call Handling Preference field, enter percent-allocation Where is Percent Allocation administered?How to administer Percent Allocation for an agent Enter y in the Dynamic Percentage Adjustment? field Administering Service Objective How to administer Auto Reserve Agents at the system level Before you start How to administer Service Objective for an agentHow to administer Service Objective for a skill Service Levelsec field of this form Administering Predicted Wait Time or Current Wait TimeAdministering Dynamic Queue Position Who is Dynamic Queue Position designed for? How does the Service Objective field work? Where is Dynamic Queue Position administered? How to administer a Service Objective for a VDN Administering Service Level SupervisorHow to administer Dynamic Queue Position Enter y in the Dynamic Queue Position? field Enter y in the Service Level Supervisor? field Where is Service Level Supervisor administered?How to administer Service Level Supervisor for a skill How to administer a Reserve Agent How to administer Call Selection Override system wide Feature interactions Bcms and VuStats Acceptable Service Level sec fieldService Level Supervisor Percent Allocation Direct Agent CallsSkill Level Least Occupied Agent Least Occupied Agent Location Preference Distribution Reserve agents and Location Preference Distribution Agent log in and log out Add or remove skills via Feature Access CodePercent Allocation Secondary-only Location Preference DistributionMultiple call handling Percent Allocation Distribution Predicted Wait Time Agent work states Service Level Supervisor and reserve agentsAbandoned calls Audix Redirect on no answer Rona Auto available skillsMultiple skill queuing Service Objective Service Objective sec field Work time and occupancy Agent hold Call Park Call CoverageCall Forwarding Call Pickup Extension calls and LOA Non-ACD calls Timed After Call Work ACW VDN of Origin AnnouncementPage Administering Business Advocate through CMS Supervisor Agent administration Click Agent Administration Using the Change Agent Skills dialog boxAccessing the Change Agent Skills dialog box Working with agent skills Deleting skills per agent Reviewing agent skillsAdding skills per agent Change Agent Skills dialog box, click Add Skills Administering call handling preferences Administering Greatest Need Administering reserve agents Administering Skill LevelAdministering Percent Allocation Click Add Skills Using an agent templateGreatest Need Skill Level Percent Allocation Multi-Agent Skill Change dialog box opens Accessing the Multi-Agent Skill Change dialog boxAdding agents to a skill Removing agents from a skill Using the Multi-Agent Skill Change dialog box Moving agents between skills Using the Move Agents Between Skills dialog box Administering acceptable service levels Page Split/Skill database items Database itemsSplit/Skill items Agent database items Agent database items Dictionary calculations Agent Login/Logout database itemsAgent Login/Logout database items Standard Dictionary calculations Report-specific calculations Report-specific calculations ACD ACW Asai ANI ASA Automatic Call Average agent serviceAuto-In AI Distribution ACD BSR CMS CWT CWC Dnis EWT EADEAS Fmch FbusyFdisc Hold Idle LOA Mbusy LogoffLogon MCH Monthly data Multiuser modeModify Most Idle Agent MIA Queued OtherPAD Ringing Seized Standard reports SwitchStandard agents Station Unknown VDN Calls-Counted Vector DirectoryNumber VDN VDN skill preference Index EWT Flex agents 148 Forced Busy Fbusy Business Advocate User Guide February