Administering Business Advocate on Communication Manager
Group Type (Agent Selection method)
Group Type:
Expected Call Handling Time
Expected Call Handling Time (sec) - The Expected Call Handling Time(sec): field on page 2 of the Hunt Group form is used to initialize the calculations for Expected Wait Time (EWT) and Percent Allocation. This setting, which you must administer for each skill when Business Advocate is first set up, is the average call handling time for this skill. This includes talk time and after call work (ACW), if ACW is being counted as work time.
Note:
If your average call handling time changes significantly over a period of time, you will want to adjust this field to more closely match the actual call handling time. Such adjustments will allow the Percent Allocation feature to work most effectively.
Service Objective
Service Objective: (sec) - The Service Objective(sec): field (on page 2 of the Hunt Group form) is used to administer a specific service objective for a skill (and is used in place of the original Acceptable Service Level(sec): field, which is now used only for BCMS and VuStats). The entry for this field is the number of seconds in which you want the call to be answered. The default value is 20.
Note:
This field is displayed only if the Business Advocate customer option is set on the
Service Level Supervisor
Service Level Supervisor? y (yes) or n (no) - The Service Level Supervisor? field on page 2 of the Hunt Group form determines whether you use reserve agents or call selection override when a skill goes over a predetermined threshold. If y is entered, reserve agents may be engaged to help the skill and call selection may (optionally) include call selection override. If n is entered, reserve agents will not be engaged and call selection override cannot be administered. The default for this field is n.
Note:
The overload thresholds for Service Level Supervisor are set using the Level 1 Threshold(sec): and Level 2 Threshold(sec): fields on the Hunt Group form.
86 Avaya Business Advocate User Guide | February 2006 |
