
Business Advocate solution examples
If you want to activate . . . | Then enter . . . | On the . . . |
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Dynamic Percentage | y in the Dynamic | Hunt Group form (page 2) |
Adjustment | Percentage |
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| Adjustment field for each |
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| skill |
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Service Level Target | % in seconds in the | Hunt Group form (page 2) |
| Service Level Target |
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| fields for each skill |
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Percent Allocation | Agent LoginID form | |
| the Call Handling |
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| Preference field |
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Percentages for skills | % to be allocated for each | Agent LoginID form |
| skill in the Percent |
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| Allocation (PA) field, |
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| according to the agent’s |
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| profile |
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Skill Levels for Agents | 1 or 2 in the Skill | Agent LoginID form |
| Level (SL) field, |
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| according to the agent’s |
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| profile |
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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
76 Avaya Business Advocate User Guide | February 2006 |