Business Advocate solution examples

If you want to activate . . .

Then enter . . .

On the . . .

 

 

 

 

 

 

Dynamic Percentage

y in the Dynamic

Hunt Group form (page 2)

Adjustment

Percentage

 

 

Adjustment field for each

 

 

skill

 

 

 

 

Service Level Target

% in seconds in the

Hunt Group form (page 2)

 

Service Level Target

 

 

fields for each skill

 

 

 

 

Percent Allocation

percent-allocation in

Agent LoginID form

 

the Call Handling

 

 

Preference field

 

 

 

 

Percentages for skills

% to be allocated for each

Agent LoginID form

 

skill in the Percent

 

 

Allocation (PA) field,

 

 

according to the agent’s

 

 

profile

 

 

 

 

Skill Levels for Agents

1 or 2 in the Skill

Agent LoginID form

 

Level (SL) field,

 

 

according to the agent’s

 

 

profile

 

 

 

 

Results

Percentage Allocation and PAD work together to control agent time in skills during conditions of call or agent surplus. Both methods make their selections for calls or agents by comparing an agent’s work time and target allocation for a skill. In this example, all agents are given the same target allocations: 50% for Sales and 50% percent for Service. To ensure that the top-performing agents will not be serving too many Service calls, Auto Reserve Agents is activated as secondary-only. By administering the feature in this way, the system temporarily leaves a top-performing agent idle when only a Service call is waiting and the available top performing agent has exceeded the adjusted work time for Service calls. Allocations for all agents, however, are still adjusted as needed to maintain service levels. As a result of administering this combination of Percentage Allocation features, the company should see service levels that are close to their defined targets as well as actual agent work time that is near the target allocations because the company maintaining closer control over where agents spend their work time.

76 Avaya Business Advocate User Guide

February 2006

Page 76
Image 76
Avaya 3.1 manual Percentage, Service Level Target, Call Handling Preference field, Allocation PA field, Level SL field