Avaya 3.1 manual Dynamic Percentage Adjustment, Service level target, Dynamic Queue Position

Administering Business Advocate on Communication Manager

Dynamic Percentage Adjustment

Dynamic Percentage Adjustment? y (yes) or n (no) - The Dynamic Percentage Adjustment? field on the Hunt Group form is used to enable the Dynamic Percentage Adjustment enhancement. If set to y, Advocate automatically adjusts an agent’s target allocations according to the level of service that is being achieved for the agent’s assigned skills and the predefined service levels for those skills. This field is only used only if you are using Percentage Allocation Distribution (PAD), Universal Call Distribution-Least Occupied Agent (UCD-LOA), or Expert Agent Distribution-Least Occupied Agent (EAD-LOA) as an agent selection method. The default value for this field is n.

The predefined service level targets are administered using the Service Level Target field of the Hunt Group form, which is described separately.

Note:

The Dynamic Percentage Adjustment? field is displayed only if you enter pad, ucd-loa,or ead-loain the Group Type field on the Hunt Group form and if the Dynamic Advocate option is set on the System-Parameters Customer-Options form.

Service level target

Service Level Target: x (%) in y (secs) - The Service Level Target: field on page 2 of the Hunt Group form is used to set a specific service level target, that is, to a percentage of calls that are answered in a specific number of seconds for a skill. The defaults are 80 (percent) in

20(seconds).

This field is used with Dynamic Threshold Adjustment if you are using Service Level Supervisor or Dynamic Percentage Adjustment if you are using Percent Allocation. When Dynamic Threshold Adjustment is in use, the actual performance for a skill is compared to the service level target to determine if the overload thresholds should be adjusted up or down. When Dynamic Percentage Adjustment is in use, the performance for a skill is compared to the service level target to determine if the target allocations should be adjusted up or down.

Note:

The Service Level Target: field is displayed only if you enter y in the

Dynamic Adjustment Threshold? or Dynamic Percentage Adjustment? field on the Hunt Group form and the Dynamic Advocate customer option is set on the System-Parameters Customer-Options form.

Dynamic Queue Position

Dynamic Queue Position? y (yes) or n (no) - The Dynamic Queue Position? field on page 2 of the Hunt Group form is used to activate this feature. Enter y to allow calls to queue from various VDNs, each with separate service objectives, to a single skill. The default value for this field is n.

Note:

The Dynamic Queue Position? field is displayed only if the Dynamic Advocate customer option is set on the System-Parameters Customer-Options form.

88 Avaya Business Advocate User Guide February 2006