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Avaya Business Advocate Release 3.1 User Guide 07-300653 Release 3.1 February 2006 Issue 1.
© 2006 A vaya Inc. All Right s Reserved. Notice While reasonable ef forts were made to ensure that the information in this document was complete and accurate at the time of printi ng, Avaya Inc. ca n assume no liability for any errors. Chan ges and corrections to the information in this document may be incorporated in futur e releases.
Business Advo cate User Guid e February 2006 3 Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Audience . . .
4 Business Advocate User Guide February 2006 Greatest Need with Service Objective . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Skill Level without Service Objective . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Skill Level with Service Objective .
Business Advo cate User Guid e February 2006 5 Where administered? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 2 Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Measuring results .
6 Business Advocate User Guide February 2006 Communication Manager or CMS Supervisor? . . . . . . . . . . . . . . . . . . . . . . . . 80 Business Advocate decisions at a glance . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 System-level decisions .
Business Advo cate User Guid e February 2006 7 Administering Predicted W ait T ime or Current W ait T ime . . . . . . . . . . . . . . . . . . . 100 Administering Dynamic Queue Position . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Who is Dynamic Queue Position designed for? .
8 Business Advocate User Guide February 2006 Agent hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 18 Agent log in and log out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 18 Call Coverage .
Avaya Business Advocate User Guide February 2006 9 Preface This section contain s the following topics: ● Purpose on page 9 ● Audience on page 9 ● Reasons for reissue on page 9 ● Related docum.
10 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Related document s Y ou might find the fo llowing Avaya docu mentation useful. This section inclu des the following topics: ● Communication.
Avaya Business Advocate User Guide February 2006 11 ● Reports for A vaya Communication Manager - Provides de tailed descriptions of th e measurement, st atus, security , and recent ch ange history report s available in the system and is intended for administrators who vali date traffic rep orts and evaluate system performance.
12 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 A vailability Copies of this document ar e available from one or both of the following sources: Note: Note: Although there is no charge to download do cuments through the A vaya W eb site, documents ord ered from the A vaya Publications Center must be purchased.
Avaya Business Advocate User Guide February 2006 13 Overview of Business Advocate This section provides an overview of how Busi ness Advocate can be used to help meet the goals of your cont act center .
Overview of Busines s Advocate 14 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Overview This section includes the following top ics: ● The importance of contact centers on page 14 ● Why.
Overview Avaya Business Advocate User Guide February 2006 15 T raditional cont act centers vers us Business Advocate cont act centers T raditional contact centers of ten lack flexib le methods for meeting their goals.
Overview of Busines s Advocate 16 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 ● Maintain percent in se rvice level t arget s for skills by activating reserve agent s earlier or later . The Dynamic Threshhold Adjustment feature au tomat ically adjust s the thresholds that control the activation of reserve agent s.
Introduction to Busines s Advocate Avaya Business Advocate User Guide February 2006 17 Introduction to Business Advocate This section includes the following top ics: ● What is Business Advo cate? on.
Overview of Busines s Advocate 18 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Business Advocate agent licensing Expert Agent ACD agent s that use Business Advocate features and ca pabilities must be given a right-to-use license using a maximum logged-in advoca te RF A license material code.
Introduction to Busines s Advocate Avaya Business Advocate User Guide February 2006 19 Combining methods to achieve wanted result s Based on the needs and challenges of your conta ct center , you determine which combination of call and agent selection will give you the best re sults and administer those methods on the switch.
Overview of Busines s Advocate 20 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Automated agent st affing adjustment s Business Advocate provides you with options that aut omate staf fing during contact center operation.
Selecting c alls Avaya Business Advocate User Guide February 2006 21 Selecting calls This section explains how Business Advocate se lects calls for an agent and provid es examples of call selection methods.
Overview of Busines s Advocate 22 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 How calls are selected for an agent When calls are in queue and an ag ent becomes avai lable, the switch quickly reviews pertinent information to determine which skill to select fo r the agent.
Selecting c alls Avaya Business Advocate User Guide February 2006 23 Predicted W ait Time Predicted W ait T ime (PWT) calculates how long a call wait s if the currently available agent does not take the call. This method is recommended because it result s in fewer calls with exceedingly long wait times and it can optimize critical agent resources.
Overview of Busines s Advocate 24 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Percent Allocation Percent Allocation allows you to assign a p ercentage of a n agent’s time to each of that agent’s assigned skills, to total 100 % of the agent’s st affed time.
Selecting c alls Avaya Business Advocate User Guide February 2006 25 Y ou can also use Service Objective to create the sa me level of service for all skills if you set all of the service objectives the same and se t all agents to use Service Objective in call selection.
Overview of Busines s Advocate 26 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Call Selection Override example The table be low shows that calls are waiting in thre e of an agent’ s assigned skills. All calls have been queued at the same priority .
Selecting c alls Avaya Business Advocate User Guide February 2006 27 Note: Note: This information also applies for skills t hat are in an overload condition. Direct Agent Calls are sent to an agent first, before a ny calls from an over-threshold skill.
Overview of Busines s Advocate 28 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 How does Dynamic Queue Positio n work? The following figure shows how dif ferent serv ice objectives can be us ed for various VDNs and queued to a single skill, which simp lifies st affing and forecasting.
Selecting c alls Avaya Business Advocate User Guide February 2006 29 Call selection examples The following examples show how the various types o f call selection work. For these examples, assume that calls are in queue for three skills that an agent is eligible to serve.
Overview of Busines s Advocate 30 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Greatest Need with Service Objective In the following example, service objectives were added to call selection for each skill by administering Se rvice Objective.
Selecting c alls Avaya Business Advocate User Guide February 2006 31 Skill Level with Service Objective In the following example, Service Objective is a dministered with Skill Level. All calls are queued at the same priority . Which call is selected for the agent? In this situation, the agent receives the call wa iting in skill 1.
Overview of Busines s Advocate 32 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Selecting agent s This section includes the following top ics: ● Agent selection methods on page 32 ● Agen.
Selecting agents Avaya Business Advocate User Guide February 2006 33 Agent selection options Business Advocate offers the following agent selection methods: ● Most Idle Agent (MIA) select s an agent based on the time since completion of the last ACD call.
Overview of Busines s Advocate 34 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Note: Note: Occupancy levels are more equal und er UCD-LOA distribution. EAD-LOA results may vary depending on how skills an d the related skill levels are assigned t o the agent s.
Selecting agents Avaya Business Advocate User Guide February 2006 35 Use this agent selection method only with the Percent Allocation call selection method, which uses an agent’ s target allocations when dete rmi ning which skill to se lect under agent surplus conditions.
Overview of Busines s Advocate 36 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 EAD-LOA Using Expert Agent Distribution- Least Occupied Agent (EAD-LOA), if the following three agents are ava.
Selecting agents Avaya Business Advocate User Guide February 2006 37 Agent B receives the next arriving call for the Sales skill because Agent Bis the highest skill level agent who has been idle longest in this skill.
Overview of Busines s Advocate 38 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Call selection during call surplus The following tab le shows what happens during call surplus conditions, according to t he call selection methods that are administered on the switch.
Automated agent st affing adjustments Avaya Business Advocate User Guide February 2006 39 Automated agent st affing adjustment s Business Advocate offers several ways to automate staf fing adjustments and enhance your contact center operat ion under changing conditions.
Overview of Busines s Advocate 40 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 For information about how SLS works with Location Preference Distribu tion, see Reserve agents an d Location Preference Distribution on page 1 1 1.
Automated agent st affing adjustments Avaya Business Advocate User Guide February 2006 41 Overload thresholds When using reserve agent s, you need to assign overload thresholds that det ermine when contingency operations go into effect fo r a sk ill.
Overview of Busines s Advocate 42 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 For example, with Dynamic Percent age Adjustment, an agent who h as a 70% target for Sales and a 30% t arget for Service may have h is plan adjusted to 76% Sale s and 24% Service in the morning, when Sales is very busy .
Developing your strategy Avaya Business Advocate User Guide February 2006 43 Developing your strategy Business Advocate offers many features and fe ature combinations that can help you to meet your business goals.
Overview of Busines s Advocate 44 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Different needs within a cont act center Y ou may find that on e Business Advocate solution does n ot fit for your entire o rganization.
Developing your strategy Avaya Business Advocate User Guide February 2006 45 A vaya support for Business Advocate Avaya offers a subscrip tion service for Business Advocate customers that provides access to skilled consultant s with expertise in underst anding how Busin ess Advocate helps t o solve business problems and meet business objectives.
Overview of Busines s Advocate 46 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Call selection methods (c all handling preferences) The following t able sho ws the features that work ef fectively with the various Business Advocate call selection methods.
Developing your strategy Avaya Business Advocate User Guide February 2006 47 Feature combinations to avoid The P AD agent selection method should not be used with Greatest Need or Skill Level call selection methods.
Overview of Busines s Advocate 48 Avaya Busines s Ad vo c ate Us er Gu id e February 2006.
Avaya Business Advocate User Guide February 2006 49 Business Advocate solution examples This section provides examples of how Busines s Advo cate can be used to help meet your contact center’s goals.
Business Advocate solu tion examples 50 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Maint aining service levels - one scenario Service levels are critical for many cont act centers. In some cases, for example, outsourcin g companies are requ ired to maintain specific service levels to meet contractual obligations to their customers.
Maintaining service leve ls - one scenario Avaya Business Advocate User Guide February 2006 51 while ensuring that service levels are maint a ined to avoid financial penal ties. Three skills are used, one for each business. Agent s a re trained to serve all th ree skills, but have varying levels of experience and proficiency .
Business Advocate solu tion examples 52 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Overload thresholds and service level t argets The following table shows how overload thresholds and service level target s are set on the Hunt Group form.
Maintaining service leve ls - one scenario Avaya Business Advocate User Guide February 2006 53 Result s Service levels are maintained with this so lution because Dyn amic Threshold Adjustment automatically adjust s thresholds as needed to ac tivate agent s sooner or later to meet a skill’ s service level target s.
Business Advocate solu tion examples 54 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Measuring result s The following tab le shows some of the report s or commands that you can use to determine th e effect iveness of this solution. If you want to check .
Adding c ustomer segments Avaya Business Advocate User Guide February 2006 55 Adding customer segment s Contact centers often need to dif ferentiate service for their various markets as a resu lt of varying customer needs, their company’ s strategy for sales or service, or even customer value.
Business Advocate solu tion examples 56 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 The customer segment s are as follows: ● Region 1 - New customer market requirin g the most aggressive.
Adding c ustomer segments Avaya Business Advocate User Guide February 2006 57 Service objectives The following t able shows h ow service objectives are administered for ea ch of the VDNs o n the V ector Directory Number form: Where administered? The following table sh ows where each of these f eatures is administered through the switch.
Business Advocate solu tion examples 58 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Result s EAD-LOA for the hunt group method a nd Skill Level for call handling prefere nce work together to ensure that during agen t or call surplus conditions, the most skilled agent t akes the call.
Adding c ustomer segments Avaya Business Advocate User Guide February 2006 59 Measuring result s The following tab le shows some of the repor t s that you can review to determine the effect iveness of this solution. If you want to check . . . And determine .
Business Advocate solu tion examples 60 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Increasing revenue Many contact ce nters are responsible for a significant amou nt of their company’ s revenue, and most are seeking ways to increase that reven ue.
Increasing revenue Avaya Business Advocate User Guide February 2006 61 The goal is to focus each agent’ s time as much as possible on a targeted set of customers.
Business Advocate solu tion examples 62 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Agent selection UCD-LOA is used for agent selection so that the le ast occupied agent is selected for the call.
Increasing revenue Avaya Business Advocate User Guide February 2006 63 The following tab le shows the values for the current setting s: Where administered? The following table sh ows where each of these f eatures is administered through the switch.
Business Advocate solu tion examples 64 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Result s Service objectives and Predicted W ait T ime gover n call selection for a gents with two primary skills or for an agent with reserve skills when t he re serve skill is in overload.
Increasing revenue Avaya Business Advocate User Guide February 2006 65 Measuring result s The following tab le shows some of the report s and some of the dat abase items that you can review to determine the ef fectiveness of this solution. If you want to check .
Business Advocate solu tion examples 66 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Automating agent moves to back up calls Contact centers are of ten faced with the need to handle unexpected peaks in call volumes using existing staf f.
Automating agent move s to back up calls Avaya Business Advocate User Guide February 2006 67 uses an interactive voice respon se (IVR) system to help determine how the calls should be routed and to prompt customers for account number s.
Business Advocate solu tion examples 68 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Call selection Queuing the emergency skill calls at top priority and other types of ca lls at medium priority results in an y agent with emergency skills as primary to t ake the emergency call over the other type of call.
Automating agent move s to back up calls Avaya Business Advocate User Guide February 2006 69 Where administered? The following table sh ows where each of these f eatures is administered through the switch. See Administering Business Advocate on Communication Man ager on page 79 for procedures for administering t he feature.
Business Advocate solu tion examples 70 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Overload thresholds and service level t argets The following tab le shows how the overload thresholds and service level t argets are set .
Automating agent move s to back up calls Avaya Business Advocate User Guide February 2006 71 Result s Call selection override, which is active for t he emergency hunt group, help s to ensure that calls in this skill are answered quickl y . When this skill exceeds it s thresholds, agents are diverted from their primary skills to assist.
Business Advocate solu tion examples 72 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Measuring result s The following tab le shows some of the repor t s that you can review to determine the effect iveness of this solution. If you want to check .
Controlling agent time in a skill Avaya Business Advocate User Guide February 2006 73 Controlling agent time in a skill Some contact centers place special emphasis on providin g a balanced mix of call.
Business Advocate solu tion examples 74 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Agent assignment s The following tab le shows agent assignments. Notice that the high-performing sale s agents ha ve the Service skill at skill level 2 , which works in conjunction with Auto Reserve for “secondary only”.
Controlling agent time in a skill Avaya Business Advocate User Guide February 2006 75 Automated agent st affing Dynamic Percentage Adjust ment is administered to adjust t arget allocations as necessary to meet the company’ s service levels for each sk ill.
Business Advocate solu tion examples 76 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Result s Percentage Allocation an d P AD work together to cont rol agent time in skil ls during conditions of call or agent surplus.
Controlling agent time in a skill Avaya Business Advocate User Guide February 2006 77 Measuring result s The following tab le shows some of the repor t s that you can review to determine the effect iveness of this solution. If you want to check . . . And determine .
Business Advocate solu tion examples 78 Avaya Busines s Ad vo c ate Us er Gu id e February 2006.
Avaya Business Advocate User Guide February 2006 79 Administering Business Advocate on Communication Manager This section p rovides details on administering Business Advocate through the switch sof tware.
Administering Business Advo cate on Communica tion Manager 80 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 System requirement s The following are the minimu m system requirement s for using.
Requirements for sett ing up Business Advocate Avaya Business Advocate User Guide February 2006 81 Business Advocate decisions at a glance Y ou need to make se veral decisions about how to implement Business Advocate.
Administering Business Advo cate on Communica tion Manager 82 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 ● Dynamic Percentage Adjustment Skill Hunt Group form ● Service Level T arget .
Requirements for sett ing up Business Advocate Avaya Business Advocate User Guide February 2006 83 System-level decisions System-level decisions are made on th e Feature-Related System Paramet ers form. These high-level decisions, unlike the skill-level or agent -level decisions you make , affect th e overall operation of your cont act center .
Administering Business Advo cate on Communica tion Manager 84 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Call Selection Measurement Call Selection Measurement: predicted-wait-time or curr.
Requirements for sett ing up Business Advocate Avaya Business Advocate User Guide February 2006 85 Service Objective: (sec) - The Service Objective(sec): field on p age 1 of the VDN form is used for setting service obj ectives by VDN. The entry for this fie ld is the service level, in seconds, that you want to achieve for th e VDN.
Administering Business Advo cate on Communica tion Manager 86 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Group T ype (Agent Selection method) Group T ype: EAD-MIA, EAD-LOA, UCD-MIA, UCD-LOA, P AD - The Group Type: field is displayed on page 1 of the Hunt Group form.
Requirements for sett ing up Business Advocate Avaya Business Advocate User Guide February 2006 87 Activate on Oldest Call W aiting Activate on Oldest Call W aiting? y (yes) or n (no) - The Activate o.
Administering Business Advo cate on Communica tion Manager 88 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Dynamic Percent age Adjustment Dynamic Percent age Adjustment? y (yes) or n (no) - The Dynamic Percentage Adjustment? field on the Hunt Group form is used to enable the Dynamic Percent age Adjustment enhancement.
Requirements for sett ing up Business Advocate Avaya Business Advocate User Guide February 2006 89 Agent-level decisions Agent-level decisions are those that are det ermined on the Agent LoginID form.
Administering Business Advo cate on Communica tion Manager 90 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Reserve Levels RL (Reserve Level) - The RL (Reserve Level) fields on the Agent LoginID form are used to administer an agent as a reserve ag ent for a skill or group of skills.
Administration procedures Avaya Business Advocate User Guide February 2006 91 Administration procedures This section contain s procedures for administering Call Selection, Agent Select ion, Automated Agent S taf fing, And Dynamic Advocate features. See Overview of Business Advocate on page 13 for det ailed information on how these fe atures work.
Administering Business Advo cate on Communica tion Manager 92 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 How to administer LOA T o administer LOA as an agent selection method: 1. At the command line prompt of your SA T or terminal emulator , enter: change hunt-group xxx where xxx is the number of the skill you want to change.
Administration procedures Avaya Business Advocate User Guide February 2006 93 3. In the Group Type: field of the Hunt Group form, enter one of the following agent selection options: ● ucd-mia ● ead-mia 4.
Administering Business Advo cate on Communica tion Manager 94 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 Note: Note: Optional: If you will use Service Objective with Greatest Need, enter y in the Service Objective? field to activate Service Objective for this a gent.
Administration procedures Avaya Business Advocate User Guide February 2006 95 3. In the Call Handling Preference field, enter: skill-level Note: Note: Optional: If you will use Service Objective with Skill Level, enter y in the Service Objective? field to activate Service Objective for this a gent’s assigned skills.
Administering Business Advo cate on Communica tion Manager 96 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 If you administer Percent Allocation for an agent, it is recommended that you administer P AD for all of that agent’ s skills.
Administration procedures Avaya Business Advocate User Guide February 2006 97 9. Repeat S tep 6 for each of the agent’ s remaining skills. Note: Note: Do not enter t arget percentages for an agen t’s reserve skills. 10. Check that assigned percent ages total 100% .
Administering Business Advo cate on Communica tion Manager 98 Avaya Busines s Ad vo c ate Us er Gu id e February 2006 How to administer Auto Reserve Agents at the system level T o administer Auto Reserve Agents and make related decisions at the system level: 1.
Administration procedures Avaya Business Advocate User Guide February 2006 99 Before you st art When administering Service Objective for a skill, use the Agent LoginID form to activate the feature for.
Administering Business Advo cate on Communica tion Manager 100 Avaya Business Advocate Use r Guide February 2006 4. In the Service Objective(sec): field , enter your service objective t a rget in seconds.
Administration procedures Avaya Business Advocate User Guide February 2006 101 The following figure shows how Dynamic Queue Po sition can be used to queue calls from three VDNs with dif ferent service.
Administering Business Advo cate on Communica tion Manager 102 Avaya Business Advocate Use r Guide February 2006 How does Dynamic Queue Positio n work? Calls from any number of VDNs can be queued to a single skill based on the assigned objective of the originating VDN and the estimated wait time of new calls and queued calls.
Administration procedures Avaya Business Advocate User Guide February 2006 103 How to administer Dynamic Queue Position T o administer Dynamic Queue Position: 1. At the command line prompt of your SA T or terminal emulator , enter: change hunt-group xxx where xxx is the number of the skill to which calls will be queue d.
Administering Business Advo cate on Communica tion Manager 104 Avaya Business Advocate Use r Guide February 2006 Where is Service Level Supervisor administered? Service Level Supervisor , Dynamic Threshold Adjustment, and Call Selection Override are administered on p age 2 of the Hunt Grou p form.
Administration procedures Avaya Business Advocate User Guide February 2006 105 Note: Note: If you are activating Dynamic T hreshold Adjustment, it is recommended that you use only one threshold. If you are not activating Dyna mic Threshold Adjustment, you can enter a second threshold level in the Level 2 Threshold(sec): field.
Administering Business Advo cate on Communica tion Manager 106 Avaya Business Advocate Use r Guide February 2006 How to administer Call Selection Override system wide T o administer Call Selection Ove.
Avaya Business Advocate User Guide February 2006 107 Feature interactions This section provides import ant information about ho w various Business Advocate and Communication Manager features interact, and the e ffect that these inte ractions can have on administration, call han dling, and reporting.
Feature interact ions 108 Avaya Business Advocate Use r Guide February 2006 BCMS and V uSt at s This section includes the following top ics: ● Acceptable Service Leve l (sec): field on page 108 ● Service Level Supervisor on page 108 Accept able Service Level (sec): field The Service Objective (sec): field is locat ed on the Hunt Group form.
Direct Agent Calls Avaya Business Advocate User Guide February 2006 109 Direct Agent Calls This section includes the following top ics: ● Skill Level on page 109 ● Percent Allocation on page 109 .
Feature interact ions 110 Avaya Business Advocate Use r Guide February 2006 Agents receive Direct Agent Calls in their st andar d skills in the same way regardless of whether the skill is above or below it s th resholds.
Location Preference Distribution Avaya Business Advocate User Guide February 2006 111 Location Preference Distribution Location Preference Distribution trie s to route in coming Automatic Call Distribution (ACD) calls to agents located in the same location as the incoming trunk on which the call originated whenever possible.
Feature interact ions 112 Avaya Business Advocate Use r Guide February 2006 Percent Allocation This section includes the following top ics: ● Add or remove skills via Feature Access Code on page 1 1.
Percent Alloca tion Avaya Business Advocate User Guide February 2006 113 Auto Reserve Agent s The Percent Allocation Auto Reserve Agent s feature is used to intention ally leave an a gent idle in a skill if her target allocation for that ski ll has been excee ded.
Feature interact ions 114 Avaya Business Advocate Use r Guide February 2006 Percent Allocation Distribution The Percent Allocation Distribution (P AD) meth od is designed to work with the Percent Allocation call selection method.
Service Level Supervisor and res erve agents Avaya Business Advocate User Guide February 2006 115 Service Level Supervisor and reserve agent s This section includes the following top ics: ● Abandone.
Feature interact ions 116 Avaya Business Advocate Use r Guide February 2006 Auto available skills An EAS auto available agent cannot be administered with a reserve skill.
Service Objecti ve Avaya Business Advocate User Guide February 2006 117 Service Objective This section includes the following top ics: ● Service Objective (sec): fie ld on page 1 17 ● Dynamic Queue Position on p age 1 17 Service Objective (sec): field The Service Objective (sec): field is available on th e Hunt Group form.
Feature interact ions 118 Avaya Business Advocate Use r Guide February 2006 W ork time and occup ancy This section includes the following top ics: ● Agent hold on page 1 18 ● Agent log in and log .
Work time and occupancy Avaya Business Advocate User Guide February 2006 119 Call Coverage All time with one or more ACD ca lls ringing is in cluded in the calculation of an agent’s wo rk time and occupancy . This includes calls that are later redirected as a re sult of the Call Coverage feature.
Feature interact ions 120 Avaya Business Advocate Use r Guide February 2006 Extension calls and LOA The following tab le shows how LOA tracks ext ension calls (since agent AUX time is not included in the calculation of agent occup ancy).
Work time and occupancy Avaya Business Advocate User Guide February 2006 121 T imed Af ter Call Work (ACW) If the ACW Agents Considered Idle option is not se t, T imed ACW time is included in the calculation of an agent’ s work time and occupancy .
Feature interact ions 122 Avaya Business Advocate Use r Guide February 2006.
Avaya Business Advocate User Guide February 2006 123 Administering Business Advocate through CMS Supervisor This section provides administration procedure s for tasks that you can complete for existing agent login IDs using CMS Su pervisor after initia l administration is completed o n the switch.
Administering Business Advocate throug h CMS Supervisor 124 Avaya Business Advocate Use r Guide February 2006 Using the Change Agent Skills dialog box The Change Agent s Skills dialog box can be used .
Agent administration Avaya Business Advocate User Guide February 2006 125 Reviewing agent skills T o review an agent’s skill assignments: 1. In the Change Agent Skills dialog box, choose one of the following a ctions: ● Click OK to accept the skill assignment s.
Administering Business Advocate throug h CMS Supervisor 126 Avaya Business Advocate Use r Guide February 2006 Administering call handling preferences Agent call handling preferences, also known as call selection methods, can be administered through the Change Agent Skills dialog box.
Agent administration Avaya Business Advocate User Guide February 2006 127 Administering Skill Level T o administer Skill Level as the ca ll handling preference for an agent: 1. In the Change Agent Skills dialog box, select Skill Level from the Call Handling Preference check box.
Administering Business Advocate throug h CMS Supervisor 128 Avaya Business Advocate Use r Guide February 2006 T o administer reserve skills for an agent: 1.
Agent administration Avaya Business Advocate User Guide February 2006 129 Accessing the Multi-Agen t Skill Change dialog box The Multi-Agent Skill Change dialog box is used in CMS Supervisor to move group s of agents between skills or to add age nts to or remove agent s from a skill.
Administering Business Advocate throug h CMS Supervisor 130 Avaya Business Advocate Use r Guide February 2006 5. In the T o Skill: box, enter or select the skil l. 6. In the Level: box, type or select the skill level that you want to assign to the added agents (1 to 16, r1 or r2).
Agent administration Avaya Business Advocate User Guide February 2006 131 Note: Note: Option: Aft er the agent list is open for a skill, you can remove agent s from the skill. T o do so, click an agent or agents fr om the list, click the right mouse button, and click Remove Agent s from Skill .
Administering Business Advocate throug h CMS Supervisor 132 Avaya Business Advocate Use r Guide February 2006 4. In the Agent List window , click the names of agent s that you want to move to t his skill. 5. Hold down Ctrl and use the drag-and-drop method t o move the agents to the open skill.
Administering acceptable service levels Avaya Business Advocate User Guide February 2006 133 Administering accept able service levels Acceptable service levels can be establish ed for CMS reporting on an existing hunt group through CMS Supervisor using the Split/Skill Call Profile Setup dialog box.
Administering Business Advocate throug h CMS Supervisor 134 Avaya Business Advocate Use r Guide February 2006.
Avaya Business Advocate User Guide February 2006 135 Appendix A: Business Advocate dat abase items and calculations This section lists the CMS Call Management System (CMS) dat abase t ables, dat abase items in the tables, and the standard Dictionary calculations that use the dat abase items.
Business Advocate data base items and calculation s 136 Avaya Business Advocate Use r Guide February 2006 Agent dat abase items The following tab le lists the ag ent database items that sup port Business Advocate.
Dictionary calculations Avaya Business Advocate User Guide February 2006 137 Agent Login/Logout dat abase items The following tab le lists the Agen t Login/Logout database items tha t support Business Advocate.
Business Advocate data base items and calculation s 138 Avaya Business Advocate Use r Guide February 2006 Report-specific calculations The following calculations were added t o CMS Supervisor reports to support Busin ess Advocate. They are not stored in the dat abase, but are stored with the reports.
Avaya Business Advocate User Guide February 2006 139 Glossary Abandoned call A call in which a caller hangs up before receiving an a nswer from an agent. The call could be queued to a skill, be in a vector , or be in vector processing before it is abandoned.
Adjunct/Switch Applications Interface (ASAI) 140 Avaya Business Advocate Use r Guide February 2006 Adjunct/Switch Applications Interface (ASAI) An Avaya re commendation for interfacing adjunct s and communications systems, based on the CCITT Q.932 spec ification for layer 3.
ASA Avaya Business Advocate User Guide February 2006 141 Agent st ate A feature of agent call handling that indicates the a gent’s current state. Agent states include ACD, ACW , A V AIL, AUX, UNST AFF , DACD, DACW , OTHER, UNKNOWN, and RING . Data about these st ates is displayed in real-time and historical reports.
ASAI 142 Avaya Business Advocate Use r Guide February 2006 ASAI See Adjunct/Switch Applicat ions Interface (ASAI) . Auto-In (AI) An ACD work mode tha t makes the ag ent available to receive calls and allows the agent to receive a new A CD call immediately after disconnecting from the previous call.
Call Selection Override Avaya Business Advocate User Guide February 2006 143 A verage Speed of Answer (ASA) The average amount of time a caller wait s in queue before connecting to an agent. ASA is usually an objective set by your con t act center's management.
Call surplus condition 144 Avaya Business Advocate Use r Guide February 2006 Call surplus condition The condition that exists when one or more calls are queue d for a specific skill.
Database tab le s Avaya Business Advocate User Guide February 2006 145 Current W ait Time (CWT) The time that a call has already wa ited for service in a call queue. CWC See Call Work Code (CWC) . Daily Dat a Interval data that h as been converted to a 1-day su mmary .
Date format 146 Avaya Business Advocate Use r Guide February 2006 Date format The standard format for entering dates on CMS reports. Accept able format s are: Month/day/year (for example, 3/21/93) A “-” offset based on today's date (for example, -1 for yesterday).
Expected Wait Time (EWT) Avaya Business Advocate User Guide February 2006 147 Dynamic Percent age Adjustment A Release 9 Percent Allocation featu re that, when activated, automatically adjusts agent s’ target allocations to help meet predefined service level target s.
Expert Agent Distribution (EAD) 148 Avaya Business Advocate Use r Guide February 2006 Expert Agent Distribution (EAD) An agent selection method, availa ble only in an Expert Agent Selection (EAS) envi.
Interval-based ite ms Avaya Business Advocate User Guide February 2006 149 Forced Disconnect (FDISC) A trunk state. The calle r receives a forced disconn ect.
Intrahour interval 150 Avaya Business Advocate Use r Guide February 2006 Intrahour interval A segment of time star ting on the hour and consisting of either 15 , 30, or 60 minutes.
MIA Avaya Business Advocate User Guide February 2006 151 Logical Agent An EAS feature that associates the age nt’s login ID with the physical extension when the agent logs in. Prope rties such as the assigned skills, class of restriction, and coverage p ath are associated with the login ID rather than with the physical extension.
Modify 152 Avaya Business Advocate Use r Guide February 2006 Modify A CMS action that changes the database en try to reflect the new values th at are entered in the current primary window . Monthly dat a Daily data that has been converted to a monthly summary .
QUEUED Avaya Business Advocate User Guide February 2006 153 OTHER An agent state. Th e agent is working on a Direct Agent Call, working on a call for another skill, or has put a call on hold a nd has not chosen another wor k mode.
Read permission 154 Avaya Business Advocate Use r Guide February 2006 Read permission The CMS user can access and view dat a, for example, run report s or view the Dictionary subsystem.
Staffed age nt Avaya Business Advocate User Guide February 2006 155 Roving agent s Agent s with Greatest Need call handling preference have a role of Roving for that skill. That is, they receive calls based on a call’ s priority and time in queue, rather than on an assigned skill level.
Standard agents 156 Avaya Business Advocate Use r Guide February 2006 St andard agent s S tandard ag ents are agent s in a skill who are assigned a skill level from 1 to 16, rather than being reserve agent s. S tandard agent s are also known as nonreserve agents.
Vector Avaya Business Advocate User Guide February 2006 157 T op Agent s T op agent s are agents who have Skill Level call hand ling preference and have the lowest level number (and highes t skill le vel) administered for that skill. These agents have also b een designated as T op Agents for that skill (first administered, highest level).
Vector Directory Nu mber (VDN) 158 Avaya Business Advocate Use r Guide February 2006 V ector D irectory Number (VDN) An extension number that enables calls to access a vector for processing. A VDN is not assigned an equipment location. A vector is assign ed to a VDN.
Business Advocate User Guide February 2006 159 Index A Acceptable Servic e Level . . . . . . . . . . . . . . 139 administering through CMS Supervisor . . . . . . 133 field . . . . . . . . . . . . . . . . . . . . . . 108 access permissions . . . . . . .
160 Business Advocate User Guide February 2006 C calculation . . . . . . . . . . . . . . . . . . . . . 143 call coverage . . . . . . . . . . . . . . . . . . . 11 9 call forwarding . . . . . . . . . . . . . . . . . . . 11 9 call handling preferences . .
Business Advocate User Guide February 2006 161 flex agents . . . . . . . . . . . . . . . . . . . . 148 Forced Busy (FBUSY) . . . . . . . . . . . . . . . 148 Forced Disconnect (FDISC) . . . . . . . . . . . . 14 9 Forced Multiple Call Han dling (FMCH) .
162 Business Advocate User Guide February 2006 reserve levels . . . . . . . . . . . . . . . . . . . 90 reserve skills . . . . . . . . . . . . . . . . . . . 40 RINGING . . . . . . . . . . . . . . . . . . . . . 154 Rolling ASA . . . . . . . . . . . . . .
Een belangrijk punt na aankoop van elk apparaat Avaya 3.1 (of zelfs voordat je het koopt) is om de handleiding te lezen. Dit moeten wij doen vanwege een paar simpele redenen:
Als u nog geen Avaya 3.1 heb gekocht dan nu is een goed moment om kennis te maken met de basisgegevens van het product. Eerst kijk dan naar de eerste pagina\'s van de handleiding, die je hierboven vindt. Je moet daar de belangrijkste technische gegevens Avaya 3.1 vinden. Op dit manier kan je controleren of het apparaat aan jouw behoeften voldoet. Op de volgende pagina's van de handleiding Avaya 3.1 leer je over alle kenmerken van het product en krijg je informatie over de werking. De informatie die je over Avaya 3.1 krijgt, zal je zeker helpen om een besluit over de aankoop te nemen.
In een situatie waarin je al een beziter van Avaya 3.1 bent, maar toch heb je de instructies niet gelezen, moet je het doen voor de hierboven beschreven redenen. Je zult dan weten of je goed de alle beschikbare functies heb gebruikt, en of je fouten heb gemaakt die het leven van de Avaya 3.1 kunnen verkorten.
Maar de belangrijkste taak van de handleiding is om de gebruiker bij het oplossen van problemen te helpen met Avaya 3.1 . Bijna altijd, zal je daar het vinden Troubleshooting met de meest voorkomende storingen en defecten #MANUAl# samen met de instructies over hun opplosinge. Zelfs als je zelf niet kan om het probleem op te lossen, zal de instructie je de weg wijzen naar verdere andere procedure, bijv. door contact met de klantenservice of het dichtstbijzijnde servicecentrum.
