Administering Business Advocate on Communication Manager

Feature

Decision

Where administered

 

level

 

 

 

 

 

 

 

Dynamic Percentage Adjustment

Skill

Hunt Group form

 

 

 

Service Level Target

Skill

Hunt Group form

 

 

 

ACW Considered Idle?

System

Feature-Related System

 

 

Parameters form

 

 

 

Auto Reserve Agents

System

Feature-Related System

 

 

Parameters form

 

 

 

Dynamic Queue Position:

 

 

 

 

 

Dynamic Queue Position

Skill

Hunt Group form

 

 

 

Service Objective

VDN

Vector Directory Number form

 

 

 

Service Objective:

 

 

 

 

 

Service Objective (activate for

Agent

Agent LoginID form

agent)

 

 

 

 

 

Service Objective (set target

Skill

Hunt Group form

objective)

 

 

 

 

 

Call Selection Measurement (CWT

System

Feature-Related System

or PWT)

 

Parameters form

 

 

 

Service Level Supervisor:

 

 

 

 

 

Service Level Supervisor

Skill

Hunt Group form

(administer for skill)

 

 

 

 

 

Activate on Oldest Call Waiting

Skill

Hunt Group form

 

 

 

Call Selection Override

System

Feature-Related System

 

 

Parameters form

 

Skill

Hunt Group form

 

 

 

Overload Thresholds

Skill

Hunt Group form

 

 

 

Dynamic Threshold Adjustment

Skill

Hunt Group form

 

 

 

Service Level Target

Skill

Hunt Group form

 

 

 

Reserve Agents

Agent

Agent LoginID form

 

 

 

Predicted Wait Time (PWT)

System

Feature-Related System

 

 

Parameters form

 

 

 

82 Avaya Business Advocate User Guide

February 2006

Page 82
Image 82
Avaya 3.1 manual Vdn