Preface | Avaya 3.1 guide

Preface

This section contains the following topics:

●Purpose on page 9

●Audience on page 9

●Reasons for reissue on page 9

●Related documents on page 10

●Availability on page 12

Purpose

The purpose of this document is to provide a general understanding of how Avaya Business Advocate (BA) can be used for call and agent selection.

Audience

This document is written for:

●Contact center managers

●Contact center administrators

●Contact center supervisors

Reasons for reissue

This document has been reissued because the maximum range for Dynamic Threshold was incorrect in the previous issue. The range should be 0% to 200% of the administered value.

Avaya Business Advocate User Guide

February 2006 9

Image 9

Avaya 3.1 manual Preface

Contents

Avaya Business Advocate Compas Avaya Business Advocate User Guide Contents Business Advocate solution examples Administering Business Advocate on Communication Manager Business Advocate User Guide February Feature interactions 107 Glossary 139 Index 159 Preface Related documents Call Center documents Availability Overview of Business Advocate Why Avaya Business Advocate? OverviewImportance of contact centers Matching your needs with Business Advocate solutions Overview of Business Advocate Introduction to Business Advocate What is Business Advocate? Business Advocate methods versus traditional methods Business Advocate agent licensing Call and agent selection Combining methods to achieve wanted resultsCall selection Agent selection Automated agent staffing adjustments Selecting calls How call selection worksConsiderations for call selection Call selection measurement How calls are selected for an agentCurrent Wait Time Predicted Wait Time Call selection methodsGreatest Need Skill Level Percent Allocation Service Objective What is Call Selection Override? Call Selection OverrideHow does Call Selection Override work? Sending Direct Agent Calls first Call Selection Override exampleSkill Skill level Overload Predicted wait Threshold Time What is Dynamic Queue Position? Dynamic Queue PositionDirect Agent Calls First? field Dynamic Queue Position example How does Dynamic Queue Position work? Call selection examples Greatest Need without Service ObjectiveSkill number PWT Skill Level without Service Objective Greatest Need with Service ObjectiveSkill number Service objective Skill number Skill level Skill number Skill level Service objective Skill Level with Service ObjectiveSkill Target Actual work Adjusted work Number Allocations Time Selecting agents Agent selection methodsHow agents are selected for calls Agent selection options Most Idle Agent MIALeast Occupied Agent LOA Agent occupancy LOA and extension callsPercent Allocation Distribution PAD If the extension call Then LOA Agent selection examples Agent selection when a new call arrives Agent Skill Level Time since last Sales call Agent Skill level Occupancy UCD-MIA Agent selection during agent surplus Call selection during call surplus Automated agent staffing adjustments Service Level SupervisorReserve agents Assigning reserve agents What happens when a skill goes over thresholdActivation of reserve agents Considerations for reserve skills Dynamic Percentage Adjustment Dynamic Threshold AdjustmentOverload thresholds Auto Reserve Agents Developing your strategy Combining agent and call selection methodsIf your goal is to Then consider Different needs within a contact center Avaya support for Business Advocate Feature compatibility Agent selection methods hunt group types Call selection methods call handling preferencesCall selection method Recommended to work with Agent selection Method Recommended to work with Feature combinations to avoid Page Business Advocate solution examples Background information Maintaining service levels one scenario Agent selection Call selectionAutomated agent staffing Where administered? Overload thresholds and service level targetsBusiness Overload thresholds Service level targets If you want to Then enter Activate Results Call HandlingLevel RL field for Measuring results If you want to check Determine Use this report or Command Adding customer segments Agent assignments Service Service objectivesVDN Objective Position field Dynamic QueueHandling Preference Objective field If you want to check Determine Use this report Increasing revenue Agent group Platinum Gold Silver New/unknown Agent assignment Overload thresholds and service objectives Service Objective Customers Overload Service Thresholds ObjectivesType field Supervisor field Level RL fields as Preference field Measuring results Automating agent moves to back up calls Group Primary Reserve Skill Overload thresholds Service level targets ACW Considered Adjustment field forIdle? field Override field Level Target field for Handling Preference fieldOr 2 in the Reserve Level Results List skill-status Controlling agent time in a skill Agents Sales Service Service level target Expected call handling timeIf you want to activate Then enter Percentage Service Level TargetCall Handling Preference field Allocation PA field Measuring results Page Requirements for setting up Business Advocate Administering Business Advocate on Communication Manager System requirements Communication Manager or CMS Supervisor?Task Communication CMS Supervisor Manager Or CMS Business Advocate decisions at a glance Feature Decision Where administered Level VDN System-level decisions MIA Across Splits or SkillsAfter Call Work Considered idle? VDN-level decisions Service Level Supervisor Call Selection OverrideCall Selection Measurement Auto Reserve Agents Skill-level decisions Service Objective Group Type Agent Selection methodExpected Call Handling Time Call Selection Override Activate on Oldest Call Waiting Dynamic Percentage Adjustment Service level targetDynamic Queue Position Agent-level decisions Call Handling Preference call selection methodDirect Agent Calls First Reserve Levels Administration procedures Administering Least Occupied AgentWhere is LOA administered? How to administer LOA Administering Most Idle AgentWhere is MIA administered? How to administer MIA Administering Greatest Need Where is Greatest Need administered?How to administer Greatest Need Administering Skill Level Where is Skill Level administered?How to administer Skill Level Getting the best results with Percent Allocation Where is Percent Allocation administered? How to administer Percent Allocation for an agentCall Handling Preference field, enter percent-allocation Enter y in the Dynamic Percentage Adjustment? field How to administer Auto Reserve Agents at the system level Administering Service Objective How to administer Service Objective for an agent How to administer Service Objective for a skillBefore you start Administering Predicted Wait Time or Current Wait Time Administering Dynamic Queue PositionService Levelsec field of this form Who is Dynamic Queue Position designed for? Where is Dynamic Queue Position administered? How does the Service Objective field work? How to administer Dynamic Queue Position Administering Service Level SupervisorHow to administer a Service Objective for a VDN Enter y in the Dynamic Queue Position? field Where is Service Level Supervisor administered? How to administer Service Level Supervisor for a skillEnter y in the Service Level Supervisor? field How to administer a Reserve Agent How to administer Call Selection Override system wide Feature interactions Acceptable Service Level sec field Service Level SupervisorBcms and VuStats Direct Agent Calls Skill LevelPercent Allocation Least Occupied Agent Least Occupied Agent Reserve agents and Location Preference Distribution Location Preference Distribution Add or remove skills via Feature Access Code Percent AllocationAgent log in and log out Location Preference Distribution Multiple call handlingSecondary-only Predicted Wait Time Percent Allocation Distribution Abandoned calls Service Level Supervisor and reserve agentsAgent work states Audix Auto available skills Multiple skill queuingRedirect on no answer Rona Service Objective sec field Service Objective Agent hold Work time and occupancy Call Forwarding Call CoverageCall Park Call Pickup Non-ACD calls Extension calls and LOA VDN of Origin Announcement Timed After Call Work ACWPage Agent administration Administering Business Advocate through CMS Supervisor Accessing the Change Agent Skills dialog box Using the Change Agent Skills dialog boxClick Agent Administration Working with agent skills Adding skills per agent Reviewing agent skillsDeleting skills per agent Change Agent Skills dialog box, click Add Skills Administering Greatest Need Administering call handling preferences Administering Skill Level Administering Percent AllocationAdministering reserve agents Using an agent template Greatest Need Skill Level Percent AllocationClick Add Skills Accessing the Multi-Agent Skill Change dialog box Adding agents to a skillMulti-Agent Skill Change dialog box opens Removing agents from a skill Moving agents between skills Using the Multi-Agent Skill Change dialog box Using the Move Agents Between Skills dialog box Administering acceptable service levels Page Database items Split/Skill itemsSplit/Skill database items Agent database items Agent database items Agent Login/Logout database items Agent Login/Logout database itemsDictionary calculations Standard Dictionary calculations Report-specific calculations Report-specific calculations ACW ACD Asai ASA ANI Auto-In AI Average agent serviceAutomatic Call Distribution ACD BSR CMS CWT CWC Dnis EAD EASEWT Fbusy FdiscFmch Idle Hold LOA Logon LogoffMbusy MCH Modify Multiuser modeMonthly data Most Idle Agent MIA Other PADQueued Ringing Seized Standard agents SwitchStandard reports Station Unknown Number VDN Vector DirectoryVDN Calls-Counted VDN skill preference Index EWT Flex agents 148 Forced Busy Fbusy Business Advocate User Guide February