Avaya 3.1 VDN-level decisions

Administering Business Advocate on Communication Manager

84 Avaya Business Advocate User Guide February 2006

Call Selection Measurement: predicted-wait-time or current-wait-time - The Call

Selection Measurement: field applies only if you are using Greatest Need or Skill Level (not

Percent Allocation) as a call selection method. Predicted-wait-time is the recommended

entry because it results in fewer calls with exceedingly long wait times and optimizes critical

agent skill resources. It predicts how long a call will have to wait if the currently available agent

does not answer the call. An entry of current-wait-time selects calls based on their

current wait time in queue.

Service Level Supervisor Call Selection Override? y (yes) or n (no) - Call Selection

Override works in conjunction with Service Level Supervisor to determine how calls are

selected for agents when overload thresholds are exceeded. When this feature is administered,

calls are selected from skills that are over threshold to the exclusion of skills that are under

threshold. Additionally, calls that have exceeded the level 2 threshold are selected to the

exclusion of calls that have exceeded the level 1 threshold.

This feature is administered at both the system level and skill level. While it must be activated

separately for each skill (using the Hunt Group form), it can be turned on and off system wide

through the Service Level Supervisor Call Selection Override? field on the

System-Parameters Features form. This eliminates the need to turn it off for each individual

skill. The default for this field on the Feature-Related System Parameters form is y, which

enables the feature.

Auto Reserve Agents: none, all, or secondary-only- The Auto Reserve Agents

enhancement provides the ability to leave an agent idle even when one or more calls are in

queue for one or more of the agent’s assigned skills. This decision is made using a comparison

of the agent’s work time in the skill and the agent’s target allocation for the skill.

The default for this field is none. If all is entered, the agent is left idle if the agent’s work time

in that skill exceeds the agent’s target allocation for that skill. If secondary-only is entered,

this feature applies only to the agent’s nonprimary skills (skill levels 2 to 16).

VDN-level decisions

Dynamic Queue Position allows you to queue calls from multiple Vector Directory Numbers

(VDNs) to a single skill, while maintaining different service objectives for those VDNs. The

decision to administer this enhancement is made using the VDN form and the Hunt Group form.