
Business Advocate solution examples
Agent assignments
The following table shows agent assignments.
Agents | Sales | Service |
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Top sales | Skill level 1 | Skill level 2 |
| 50% | 50% |
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All others | Skill level 1 | Skill level 1 |
| 50% | 50% |
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Notice that the
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 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
Note:
When Auto Reserve Agents is set to
74 Avaya Business Advocate User Guide | February 2006 |