Administering Business Advocate on Communication Manager
Feature | Decision | Where administered |
| level |
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● Dynamic Percentage Adjustment | Skill | Hunt Group form |
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● Service Level Target | Skill | Hunt Group form |
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● ACW Considered Idle? | System | |
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| Parameters form |
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● Auto Reserve Agents | System | |
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| Parameters form |
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Dynamic Queue Position: |
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● Dynamic Queue Position | Skill | Hunt Group form |
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● Service Objective | VDN | Vector Directory Number form |
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Service Objective: |
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● Service Objective (activate for | Agent | Agent LoginID form |
agent) |
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● Service Objective (set target | Skill | Hunt Group form |
objective) |
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● Call Selection Measurement (CWT | System | |
or PWT) |
| Parameters form |
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Service Level Supervisor: |
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● Service Level Supervisor | Skill | Hunt Group form |
(administer for skill) |
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● Activate on Oldest Call Waiting | Skill | Hunt Group form |
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● Call Selection Override | System | |
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| Parameters form |
| Skill | Hunt Group form |
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● Overload Thresholds | Skill | Hunt Group form |
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● Dynamic Threshold Adjustment | Skill | Hunt Group form |
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● Service Level Target | Skill | Hunt Group form |
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● Reserve Agents | Agent | Agent LoginID form |
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Predicted Wait Time (PWT) | System | |
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| Parameters form |
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82 Avaya Business Advocate User Guide | February 2006 |