Requirements for setting up Business Advocate

Service Objective: (sec) - The Service Objective(sec): field on page 1 of the VDN form is used for setting service objectives by VDN. The entry for this field is the service level, in seconds, that you want to achieve for the VDN. The default value for this field is 20 seconds.

Note:

The Service Objective (sec): field is displayed only if the Dynamic

Advocate customer option has been activated using the System-Parameters

Customer-Options form.

Skill-level decisions

Skill-level decisions are those that you make for individual skills within an organization, using the Hunt Group form. When making these decisions, you determine how agents will be selected for calls in agent surplus situations, set any service objectives for skills, and administer specific overload thresholds if you are using Service Level Supervisor. If you are using Service Level Supervisor, you also determine whether Business Advocate will automate threshold adjustments through the Dynamic Threshold Adjustment feature. If you are using Percent Allocation as a call selection method, you also decide whether to activate Dynamic Percentage Adjustment, and you set related service level targets.

Note:

The fields and features are presented in the order in which they are displayed on the Hunt Group form.

This section includes the following topics:

Group Type (Agent Selection method) on page 86

Expected Call Handling Time on page 86

Service Objective on page 86

Service Level Supervisor on page 86

Activate on Oldest Call Waiting on page 87

Call Selection Override on page 87

Overload thresholds on page 87

Dynamic Threshold Adjustment on page 87

Dynamic Percentage Adjustment on page 88

Service level target on page 88

Dynamic Queue Position on page 88

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Avaya 3.1 manual Skill-level decisions