Avaya 3.1 manual Agent-level decisions, Call Handling Preference call selection method

Requirements for setting up Business Advocate

Agent-level decisions

Agent-level decisions are those that are determined on the Agent LoginID form. These include call handling preferences for an individual agent, the determination of whether Service Objective is in use for the agent’s skills, and the administration of any reserve skills for the agent.

This section includes the following topics:

●Call Handling Preference (call selection method) on page 89

●Service Objective on page 89

●Direct Agent Calls First on page 89

●Reserve Levels on page 90

●Percent Allocation on page 90

Call Handling Preference (call selection method)

Call Handling Preference: greatest-need, skill-level, or percent-allocation - The Call

Handling Preference: field is used to determine the call selection method that is used to select a call during a call surplus condition. Options include greatest-need,skill-level,or percent-allocation. Skill levels (1 to 16) or reserve levels (1 or 2) must be entered for each of an agent’s assigned skills. If you select percent-allocation, you must also enter a target allocation (as a percent) for each of the agent’s non-reserve skills.

Service Objective

Service Objective? y (yes) or n (no) - The Service Objective? field is used to activate the Service Objective feature for an agent. This means that when the agent becomes available in a call surplus situation, service objectives are part of the call selection process. This feature works only with Greatest Need or Skill Level; it cannot be administered if the call handling preference is Percent Allocation. You enter y to activate the feature. See Service Objective on page 86 for information about administering this feature at the skill level.

Direct Agent Calls First

Direct Agent Calls First? y (yes) or n (no) - The Direct Agent Calls First? field is used to select calls from a Direct Agent skill first. When set to y, calls from a Direct Agent skill are selected before calls from any other skills, including skills that are over threshold.

Avaya Business Advocate User Guide February 2006 89