Business Advocate solution examples
74 Avaya Business Advocate User Guide February 2006
Agent assignments
The following table shows agent assignments.
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-only so 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:
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.
Agents Sales Service
Top sales Skill level 1
50% Skill level 2
50%
All others Skill level 1
50% Skill level 1
50%