Avaya 3.1 Percentage, Service Level Target, Call Handling Preference field, Allocation PA field

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