Instruction manual

Avaya Business Advocate
Issue 4 May 2003 61555-233-767
Dynamic threshold adjustment
Dynamic threshold adjustment allows the system to compare actual levels of
service with service targets, and to adjust overload thresholds. This feature makes
the use of overload agents more efficient.
Logged-in advocate agent counting
The logged-in advocate agent counting feature counts agents toward the advocate
agent limit if a service objective, percent allocation, or a reserved skill is assigned
to the agent’s login ID, or if one of the agent’s skills is assigned least occupied
agent or service level supervisor.
Percent allocation distribution
Percent allocation distribution allows the system to distribute calls to auto reserve
agents by comparing a reserve agent’s work time in a skill with the target
allocation for that skill.
Reserve agent time in queue activation
This feature activates a reserve agent either if a skill’s expected wait time (EWT)
exceeds a pre-determined threshold, or if the call’s time in the queue exceeds the
administered service level supervisor threshold. Reserve agents are then dropped
off a skill only when both of the following conditions are met:
■ The EWT for the skill drops below both administered thresholds.
■ The head call’s time in queue no longer exceeds the service level
supervisor threshold.
Avaya Call Management System (CMS)
The Avaya™ Call Management System (CMS) collects call traffic data, formats
management reports, and provides an administration interface for Automatic Call
Distribution (ACD). It helps you manage the people, traffic load, and equipment
in an ACD environment by answering such questions as:
■ How many calls are we handling?
■ How many callers abandon their calls before talking with an agent?
■ Are all agents handling a fair share of the calling load?
■ Are our lines busy often enough to warrant adding additional ones?
■ How has traffic changed in a given ACD hunt group over the past year?