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

Non-ACD calls

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 Multi-Agent Skill Change dialog box

129

Adding agents to a skill

129

Removing agents from a skill

130

Moving agents between skills

131

Using the Multi-Agent Skill Change dialog box

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

Report-specific calculations

138

Glossary

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

139

Index

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

159

8 Business Advocate User Guide

February 2006

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Avaya 3.1 manual Glossary 139 Index 159