Agent hold | 118 |
Agent log in and log out | 118 |
Call Coverage | 119 |
Call Forwarding | 119 |
Call Park | 119 |
Call Pickup | 119 |
Conference or transfer | 119 |
Extension calls and LOA | 120 |
120 | |
Redirect on no Answer (RONA) | 120 |
Timed After Call Work (ACW) | 121 |
VDN of Origin Announcement | 121 |
Administering Business Advocate through CMS Supervisor | 123 |
Agent administration | 123 |
Using the Change Agent Skills dialog box | 124 |
Accessing the Change Agent Skills dialog box | 124 |
Working with agent skills | 124 |
Reviewing agent skills | 125 |
Adding skills per agent | 125 |
Deleting skills per agent | 125 |
Administering call handling preferences | 126 |
Administering Greatest Need | 126 |
Administering Skill Level | 127 |
Administering Percent Allocation | 127 |
Administering reserve agents | 127 |
Using an agent template | 128 |
Accessing the | 129 |
Adding agents to a skill | 129 |
Removing agents from a skill | 130 |
Moving agents between skills | 131 |
Using the | 131 |
Using the Move Agents Between Skills dialog box | 132 |
Administering acceptable service levels | 133 |
Appendix A: Business Advocate database items and calculations | 135 | |
Database items | 135 | |
Split/Skill items | 135 | |
Agent database items | 136 | |
Agent Login/Logout database items | 137 | |
Dictionary calculations | 137 | |
Standard Dictionary calculations | 137 | |
138 | ||
Glossary | . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . | 139 |
Index | . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . | 159 |
8 Business Advocate User Guide | February 2006 |