Avaya IP600 manual Bcms Vu

BCMS Vu 5

•Service Level Supervisor with Reserve Agents

Service Level Supervisor gives you the ability to set Estimated Wait Time (EWT) thresholds for skills and to assign agents as reserve, in the event a skill overruns its threshold. Service Level Supervisor will override your agents’ normal call handling preference to assist calls from a skill whose threshold has been exceeded. This feature allows your Call Center to rapidly adjust to high traffic conditions with the flexibility of automatically activating predefined Reserve Agents when a skill is in an over-threshold condition. This feature will improve your overall efficiency by eliminating the need for your supervisors to manually intervene when traffic conditions change and by effectively scheduling workloads for agents with multiple skills.

•Percent Allocation

Percent Allocation allows you to designate the percentage of time your agents spend in each skill. Incoming calls are matched to those agents with the “best fit” based on their allocated skill percentage. By scheduling an agent’s time among multiple skills, you can better utilize and schedule your agents. Percent Allocation can also improve agent performance and satisfaction by assuring them a certain amount of time in each skill.

BCMS Vu

BCMS Vu Release 2 is a 32-bit client/server software application that works with the Basic Call Management (BCMS) software. The BCMS Vu client runs on Windows 95/98, Windows NT 4.0 or Windows 2000. (BCMS Vu client does not support Windows 3.1 or later or Windows for Workgroup 3.11 or later.) The BCMS Vu server runs on Windows NT 4.0 or Windows 2000.

Using BCMS Vu, Call Center managers can:

•Capture BCMS historical data and store the data on the PC for up to 1 year (depending on the amount of information being stored)

•Report on the historical data

•Monitor the BCMS real-time data in graphical and tabular form

•Display BCMS real-time data on a wallboard

•Display text messages on a wallboard

•Schedule printing of real-time reports

BCMS Vu comes with pcAnywhere software, enabling Avaya’s maintenance engineers to perform remote diagnostics and maintenance for BCMS Vu.

Note: The Web interface on Avaya IP600 includes the ability to download call center clients for BCMS Vu.

	Overview for Avaya IP600 Internet Protocol Communications Server
52	555-233-001 — Issue 5 — November 2000