Avaya 3.1 manual Where is Percent Allocation administered?

Administering Business Advocate on Communication Manager

If you administer Percent Allocation for an agent, it is recommended that you administer PAD for all of that agent’s skills. Additionally, when using PAD as an agent selection method for a skill, you should administer Percent Allocation as the call handling preference for all agents in the skill to meet your contact center’s service level goals.

Where is Percent Allocation administered?

The administration tasks for the Percent Allocation features require the use of the Agent LoginID form, the Hunt Group form, and the System-Parameters Features form. For ease of reference, the procedures are presented from the lowest to highest levels of administration. They begin at the agent level, where call selection is administered. From there, they move on to the skill level, where the agent selection method and Dynamic Percentage Adjustment are activated. They finish at the system level, where Auto Reserve Agents is activated. Related decisions are presented at each level.

How to administer Percent Allocation for an agent

To administer Percent Allocation as a call selection method:

1.At the command line prompt, enter: change agent-loginIDxxxxx

where xxxxx is the loginID for the agent whose assignment you want to administer.

2.Press Return.

3.In the Call Handling Preference: field, enter: percent-allocation

Note:

When you type percent-allocationas the agent’s call handling preference, the Direct Agent Calls First? field replaces the Service Objective? field.

4. In the Direct Agent Calls First? field, take one of the following actions:

●Enter y if you want the agent to receive Direct Agent calls before all other ACD calls. Direct Agent calls now override the call selection method.

●Enter n if you want to treat Direct Agent calls just like other calls and answer them only when there is a best percentage match. Percent Allocation now controls the selection of Direct Agent calls just as it controls the selection of other ACD calls.

5.Enter a skill number in the SN field for each of the agent’s assigned skills.

6.Enter a skill level of 1 to 16 in the SL field for each of the agent’s assigned skills.

7.Enter a reserve level of 1 or 2 in the RL field for each of the agent’s assigned reserve skills.

8.Enter a percentage from 1 to 100 in the PA field for the agent’s first standard skill.

96 Avaya Business Advocate User Guide February 2006