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

Page 74
Image 74
Avaya 3.1 manual Agent assignments, Agents Sales Service