Avaya Business Advocate Release 3.1 User Guide 07-300653 Release 3.
© 2006 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases. Documentation disclaimer Avaya Inc.
Avaya Business Advocate User Guide Contents Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Purpose . . . . . . . . . . . . . . . . . . . . . . . . Audience . . . . . . . . . . . . . . . . . . . . . . . Reasons for reissue . . . . . . . . . . . . . . . . . Related documents . . . . . . . . . . . . . . . . . . Communication Manager administration documents Call Center documents . . . . . . . . . . . . . . . Documentation Web sites . . . . . . . . . . . . . . . . . .
Greatest Need with Service Objective Skill Level without Service Objective . Skill Level with Service Objective . . Percent Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 30 31 31 Selecting agents . . . . . . . . . . . . . . Agent selection methods . . . . . . . . .
Where administered? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Measuring results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding customer segments. Background information . . Agent assignments . . . . Agent selection . . . . . . Call selection . . . . . . . Service objectives . . . . . Where administered? . . . Results . . . . . . . . . .
Communication Manager or CMS Supervisor? . . . Business Advocate decisions at a glance . . . . . . System-level decisions . . . . . . . . . . . . . . . MIA Across Splits or Skills . . . . . . . . . . . . After Call Work Considered idle?. . . . . . . . . Call Selection Measurement . . . . . . . . . . . Service Level Supervisor Call Selection Override Auto Reserve Agents . . . . . . . . . . . . . . . VDN-level decisions . . . . . . . . . . . . . . . . . Skill-level decisions . . . . . . . . . . . . . . . . .
Administering Predicted Wait Time or Current Wait Time . . Administering Dynamic Queue Position . . . . . . . . . . Who is Dynamic Queue Position designed for? . . . . . How does Dynamic Queue Position work?. . . . . . . . How does the Service Objective field work? . . . . . . . Where is Dynamic Queue Position administered? . . . . How to administer Dynamic Queue Position . . . . . . . How to administer a Service Objective for a VDN . . . . Administering Service Level Supervisor. . . . . . . . . . .
Agent hold . . . . . . . . . . . . Agent log in and log out . . . . . Call Coverage . . . . . . . . . . Call Forwarding . . . . . . . . . Call Park. . . . . . . . . . . . . Call Pickup . . . . . . . . . . . Conference or transfer . . . . . Extension calls and LOA . . . . Non-ACD calls. . . . . . . . . . Redirect on no Answer (RONA) . Timed After Call Work (ACW) . . VDN of Origin Announcement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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.
Related documents You might find the following Avaya documentation useful. This section includes the following topics: ● Communication Manager administration documents on page 10 ● Call Center documents on page 11 ● Documentation Web sites on page 11 Communication Manager administration documents The primary audience for these documents consists of Communication Manager administrators who work for external customers and for Avaya’s dealers.
● Reports for Avaya Communication Manager - Provides detailed descriptions of the measurement, status, security, and recent change history reports available in the system and is intended for administrators who validate traffic reports and evaluate system performance. Includes corrective actions for potential problems. Call Center documents These documents are issued for Avaya Call Center applications. The intended audience is Call Center administrators.
Availability Copies of this document are available from one or both of the following sources: Note: Although there is no charge to download documents through the Avaya Web site, documents ordered from the Avaya Publications Center must be purchased. Note: ● The Avaya online support Web site, http://support.avaya.com ● The Avaya Publications Center, which you can contact by: Voice: +1-207-866-6701 +1-800-457-1764 (Toll-free, U.S. and Canada only) Fax: +1-207-626-7269 +1-800-457-1764 (Toll-free, U.S.
Overview of Business Advocate This section provides an overview of how Business Advocate can be used to help meet the goals of your contact center.
Overview of Business Advocate Overview This section includes the following topics: ● The importance of contact centers on page 14 ● Why Avaya Business Advocate? on page 14 ● Traditional contact centers versus Business Advocate contact centers on page 15 ● Matching your needs with Business Advocate solutions on page 15 The importance of contact centers Contact centers have long been recognized as the front line in sales and customer service, and have more recently been acknowledged in customer relat
Overview Traditional contact centers versus Business Advocate contact centers Traditional contact centers often lack flexible methods for meeting their goals. Business Advocate, on the other hand, allows the contact center's goals to be incorporated into every decision to help keep service at the right level for each type of call. For example, a traditional contact center can prioritize its “Premier” customers over its “Good” customers through the use of queue priorities.
Overview of Business Advocate ● Maintain percent in service level targets for skills by activating reserve agents earlier or later. The Dynamic Threshhold Adjustment feature automatically adjusts the thresholds that control the activation of reserve agents. ● Establish allocation targets for how much time each agent should spend in each skill.
Introduction to Business Advocate Introduction to Business Advocate This section includes the following topics: ● What is Business Advocate? on page 17 ● Business Advocate agent licensing on page 18 ● Business Advocate methods versus traditional methods on page 18 ● Combining methods to achieve wanted results on page 19 ● Call and agent selection on page 19 ● Automated agent staffing adjustments on page 20 What is Business Advocate? Business Advocate addresses these questions: What should this
Overview of Business Advocate Business Advocate agent licensing Expert Agent ACD agents that use Business Advocate features and capabilities must be given a right-to-use license using a maximum logged-in advocate RFA license material code. The RFA license material code defines how many Business Advocate agents can be logged into the Avaya Communication Manager Contact Center at the same time. The number of Business Advocate agents who can log in is a subset of the total number of ACD agents.
Introduction to Business Advocate Combining methods to achieve wanted results Based on the needs and challenges of your contact center, you determine which combination of call and agent selection will give you the best results and administer those methods on the switch. See Administering Business Advocate on Communication Manager on page 79 for information about these decisions and procedures for administration.
Overview of Business Advocate Automated agent staffing adjustments Business Advocate provides you with options that automate staffing during contact center operation. These methods simplify contact center management and eliminate the need for moving agents from skill to skill to ensure coverage as call conditions change. Business Advocate offers you the ability to assign reserve agents and set overload thresholds to determine when those reserve agents will be engaged.
Selecting calls Selecting calls This section explains how Business Advocate selects calls for an agent and provides examples of call selection methods.
Overview of Business Advocate How calls are selected for an agent When calls are in queue and an agent becomes available, the switch quickly reviews pertinent information to determine which skill to select for the agent. When the skill is selected, the call from the head of the queue is delivered to the agent.
Selecting calls Predicted Wait Time Predicted Wait Time (PWT) calculates how long a call waits if the currently available agent does not take the call. This method is recommended because it results in fewer calls with exceedingly long wait times and it can optimize critical agent resources. For example: A call is queued for a specialized skill for which only a few agents are staffed.
Overview of Business Advocate Percent Allocation Percent Allocation allows you to assign a percentage of an agent’s time to each of that agent’s assigned skills, to total 100% of the agent’s staffed time. Using this method, calls are selected according to the preassigned percentage allocation plan of the agent. Percentage Allocation may assist with agent scheduling so that a percentage of an agent’s time can be dedicated to each of the agent’s skills.
Selecting calls You can also use Service Objective to create the same level of service for all skills if you set all of the service objectives the same and set all agents to use Service Objective in call selection. Later, if you want to make adjustments for faster or slower service, you can easily change the service objective for the one skill. See Administering Service Objective on page 98 for procedures on activating Service Objective.
Overview of Business Advocate Call Selection Override example The table below shows that calls are waiting in three of an agent’s assigned skills. All calls have been queued at the same priority.
Selecting calls Note: If the call handling preference is . . . Then Direct Agent Calls are sent first . . . Skill Level to an agent if the Direct Agent skill has the highest assigned skill level. Percent Allocation to an agent if y was entered in the Direct Agent Calls First? field on the Agent LoginID form (or if the yes checkbox was selected using the Change Agent Skills form in CMS Supervisor) Note: This information also applies for skills that are in an overload condition.
Overview of Business Advocate How does Dynamic Queue Position work? The following figure shows how different service objectives can be used for various VDNs and queued to a single skill, which simplifies staffing and forecasting. Dynamic Queue Position example Dynamic Queue Position is valuable for businesses that want to support customer segmentation.
Selecting calls Call selection examples The following examples show how the various types of call selection work. For these examples, assume that calls are in queue for three skills that an agent is eligible to serve. Each scenario is based on the same skills and call wait times so that you can more easily see the effects of call selection methods.
Overview of Business Advocate Greatest Need with Service Objective In the following example, service objectives were added to call selection for each skill by administering Service Objective. All calls are queued at the same priority.
Selecting calls Skill Level with Service Objective In the following example, Service Objective is administered with Skill Level. All calls are queued at the same priority. Which call is selected for the agent? Skill number Skill level Service objective PWT 1 1 20 45 seconds 2 1 45 90 seconds 3 2 20 50 seconds In this situation, the agent receives the call waiting in skill 1.
Overview of Business Advocate Selecting agents This section includes the following topics: ● Agent selection methods on page 32 ● Agent selection examples on page 35 ● Call selection during call surplus on page 38 ● Agent selection during agent surplus on page 38 Agent selection methods Agent selection methods are activated when there are one or more agents available to handle an incoming call (this is known as an agent surplus condition).
Selecting agents Agent selection options Business Advocate offers the following agent selection methods: ● Most Idle Agent (MIA) selects an agent based on the time since completion of the last ACD call. ● Least Occupied Agent (LOA) selects an agent based on the agent’s occupancy across all skills. ● Percent Allocation Distribution (PAD) selects an agent based on a predefined allocation for a skill and the adjusted work time for the skill.
Overview of Business Advocate Note: Note: Occupancy levels are more equal under UCD-LOA distribution. EAD-LOA results may vary depending on how skills and the related skill levels are assigned to the agents. LOA and extension calls The following table shows how LOA tracks extension calls: If the extension call . . . Then LOA . . .
Selecting agents Use this agent selection method only with the Percent Allocation call selection method, which uses an agent’s target allocations when determining which skill to select under agent surplus conditions. For best results, when using PAD as an agent selection method for a skill, it is recommended that you administer Percent Allocation as the call handling preference for all agents in the skill.
Overview of Business Advocate EAD-LOA Using Expert Agent Distribution-Least Occupied Agent (EAD-LOA), if the following three agents are available to serve the arriving Sales skill call, which agent receives the next call? Agent Skill level Occupancy A 1 90% B 1 95% C 2 64% Agent A receives the next arriving call from the Sales skill because Agent A is the highest level, least occupied agent.
Selecting agents 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. Notice that while Agent C has been idle the longest, Agent C cannot be selected due to the EAD component of the decision; in other words, Agent C has been assigned a lower skill level.
Overview of Business Advocate Call selection during call surplus The following table shows what happens during call surplus conditions, according to the call selection methods that are administered on the switch. If calls are waiting when an agent becomes available and the agent’s selection method is . . . Then the switch takes the highest priority call . . .
Automated agent staffing adjustments Automated agent staffing adjustments Business Advocate offers several ways to automate staffing adjustments and enhance your contact center operation under changing conditions. This section provides details on the many options that are available to help automate your staffing. With Business Advocate, you can automatically activate reserve agents when the skills exceed overload thresholds you set.
Overview of Business Advocate For information about how SLS works with Location Preference Distribution, see Reserve agents and Location Preference Distribution on page 111. What happens when a skill goes over threshold A skill goes over threshold when either the EWT or the time in queue (Oldest Call Waiting) exceeds a preadministered threshold. When a skill goes over threshold, reserve agents are activated or call selection override is activated, according to which of these options you administered.
Automated agent staffing adjustments Overload thresholds When using reserve agents, you need to assign overload thresholds that determine when contingency operations go into effect for a skill. Overload thresholds determine the point at which reserve agents become eligible for work on the over-threshold skill. You can set one or two overload thresholds that determine how long callers wait in queue before reserve agents are activated.
Overview of Business Advocate For example, with Dynamic Percentage Adjustment, an agent who has a 70% target for Sales and a 30% target for Service may have his plan adjusted to 76% Sales and 24% Service in the morning, when Sales is very busy. Later in the day, the plan may be adjusted to 66% Sales calls and 34% Service calls, as the volume of Service calls increases.
Developing your strategy Developing your strategy Business Advocate offers many features and feature combinations that can help you to meet your business goals. This section provides you with information about which features work best together and which combinations you might consider for your operation.
Overview of Business Advocate If your goal is to . . . Ensure that critical skills are covered, regardless of caller wait time in other skills Then consider . . .
Developing your strategy Avaya support for Business Advocate Avaya offers a subscription service for Business Advocate customers that provides access to skilled consultants with expertise in understanding how Business Advocate helps to solve business problems and meet business objectives.
Overview of Business Advocate Call selection methods (call handling preferences) The following table shows the features that work effectively with the various Business Advocate call selection methods.
Developing your strategy Agent selection Method EAD-LOA Recommended to work with ● ● ● ● PAD ● ● ● ● Skill Level Predicted Wait Time Service Objective Service Level Supervisor Percent Allocation Dynamic Percentage Adjustment Auto Reserve Agents Service Level Supervisor Feature combinations to avoid The PAD agent selection method should not be used with Greatest Need or Skill Level call selection methods.
Overview of Business Advocate 48 Avaya Business Advocate User Guide February 2006
Business Advocate solution examples This section provides examples of how Business Advocate can be used to help meet your contact center’s goals. While the example situations may sound a bit different from yours, the scenarios should give you some ideas about how you can best use Business Advocate to help your business. Remember that these are not the only ways in which Business Advocate features can be used.
Business Advocate solution examples Maintaining service levels - one scenario Service levels are critical for many contact centers. In some cases, for example, outsourcing companies are required to maintain specific service levels to meet contractual obligations to their customers. Other contact centers, however, might be required to maintain service levels to serve their internal customers, such as various lines of business within their company.
Maintaining service levels - one scenario while ensuring that service levels are maintained to avoid financial penalties. Three skills are used, one for each business. Agents are trained to serve all three skills, but have varying levels of experience and proficiency. To keep efficiency as high as possible, the business wants to use agents in their primary areas of expertise. Agent assignments are as follows: ● The most experienced agents are assigned businesses A and B as their primary skills.
Business Advocate solution examples Overload thresholds and service level targets The following table shows how overload thresholds and service level targets are set on the Hunt Group form. Business Overload thresholds Service level targets A Level 1: 10 90% in 15 B Level 1: 15 80% in 20 C Level 1: 35 75% in 40 Where administered? The following table shows where each of these features is administered through the switch.
Maintaining service levels - one scenario If you want to activate . . . Then enter . . . On the . . .
Business Advocate solution examples Measuring results The following table shows some of the reports or commands that you can use to determine the effectiveness of this solution. If you want to check . . . And determine . . .
Adding customer segments Adding customer segments Contact centers often need to differentiate service for their various markets as a result of varying customer needs, their company’s strategy for sales or service, or even customer value. The example in this section uses the Dynamic Queue Position feature to allow this company to queue calls from multiple Vector Directory Numbers (VDNs ) to a single skill, while maintaining service differentiation through the different service objectives for those VDNs.
Business Advocate solution examples The customer segments are as follows: ● Region 1 - New customer market requiring the most aggressive service objectives ● Region 2 - Existing customer market with customers who will abandon quickly ● Region 3 - Existing customer market with customers who are more tolerant about waiting to be served Agent assignments All agents in the Sales skill serve customers from all three regions because calls from all three regions are directed toward the single Sales skill.
Adding customer segments Service objectives The following table shows how service objectives are administered for each of the VDNs on the Vector Directory Number form: VDN Service objective 11 - Sales VDN for new market 10 seconds 12 - Sales VDN for markets with high abandonment rates 15 seconds 13 - Sales VDN for markets with average or better abandonment rates 20 seconds 21 - Service VDN for new market 10 seconds 22 - Service VDN for markets with high abandonment rates 15 seconds 23 - Service
Business Advocate solution examples If you want to activate . . . Then enter . . . On the . . .
Adding customer segments Measuring results The following table shows some of the reports that you can review to determine the effectiveness of this solution. If you want to check . . . ● ● ● ● ● ● ● And determine . . .
Business Advocate solution examples Increasing revenue Many contact centers are responsible for a significant amount of their company’s revenue, and most are seeking ways to increase that revenue. The following retail-based example shows one of the many ways that Business Advocate can help increase a contact center’s revenue.
Increasing revenue The goal is to focus each agent’s time as much as possible on a targeted set of customers. Dedicating each agent to a customer segment will accomplish this goal, but it will also leave the contact center vulnerable to maintaining good overall service levels if call volumes for any of the customer segments are higher than expected. To solve this problem, each agent is assigned to another customer segment when needed.
Business Advocate solution examples Agent selection UCD-LOA is used for agent selection so that the least occupied agent is selected for the call. This spreads work time evenly among the primary or focus agents for each customer segment and eliminates any hot seats, that is, a situation in which some agents receive more calls than others. Since agents are encouraged to process each order completely during the call, After Call Work (ACW) is not considered as work time in the calculation of agent occupancy.
Increasing revenue The following table shows the values for the current settings: Customers Overload thresholds Service objectives Platinum Level 1: 20 Level 2: 30 20 Gold Level 1: 45 Level 2: 60 45 Silver Level 1: 60 Level 2: 75 60 New/unknown Level 1: 45 Level 2: 60 45 Where administered? The following table shows where each of these features is administered through the switch.
Business Advocate solution examples If you want to activate . . . Then enter . . . On the . . .
Increasing revenue Measuring results The following table shows some of the reports and some of the database items that you can review to determine the effectiveness of this solution. If you want to check . . . ● ● ● ● Average Speed of Answer Average Abandon Time Average ACD Time Maximum delay Percent of time a skill was in each overload condition Activation of reserve agents And determine . . .
Business Advocate solution examples Automating agent moves to back up calls Contact centers are often faced with the need to handle unexpected peaks in call volumes using existing staff. Whether this condition is a result of special promotions, seasonal conditions, or unexpected acts of nature, the challenge is to serve as many calls as possible to meet the customer’s needs and maintain the company’s requirements for service levels.
Automating agent moves to back up calls uses an interactive voice response (IVR) system to help determine how the calls should be routed and to prompt customers for account numbers. The IVR prompting helps customers report gas leaks or downed electric lines so that these calls can reach agents as quickly as possible.
Business Advocate solution examples Call selection Queuing the emergency skill calls at top priority and other types of calls at medium priority results in any agent with emergency skills as primary to take the emergency call over the other type of call. Greatest Need is used for the call handling preference for agents, without Service Objective, so that calls are selected according to PWT. Call Selection Override is active for the emergency skill but not for the other skills.
Automating agent moves to back up calls Where administered? The following table shows where each of these features is administered through the switch. See Administering Business Advocate on Communication Manager on page 79 for procedures for administering the feature. If you want to activate . . . Then enter . . . On the . . .
Business Advocate solution examples If you want to activate . . . Then enter . . . On the . . .
Automating agent moves to back up calls Results Call selection override, which is active for the emergency hunt group, helps to ensure that calls in this skill are answered quickly. When this skill exceeds its thresholds, agents are diverted from their primary skills to assist. Additionally, Activate on Oldest Call Waiting causes the wait time of the oldest call in queue for the emergency skill to be monitored every 5 seconds.
Business Advocate solution examples Measuring results The following table shows some of the reports that you can review to determine the effectiveness of this solution. If you want to check . . . And determine . . . Use this report Whether your service levels are being met for each skill. ● How quickly calls are answered. ● What the average talk time is for the skill.
Controlling agent time in a skill Controlling agent time in a skill Some contact centers place special emphasis on providing a balanced mix of calls to each agent to develop agent abilities in new areas without overwhelming them, or to align agent contribution with their compensation or reward plan. For example, a business might choose to allot a percentage of an agent’s time to serve skills for which he can earn commission, and a percentage for the time he spends serving noncommission skills.
Business Advocate solution examples Agent assignments The following table shows agent assignments. Agents Sales Service Top sales Skill level 1 50% Skill level 2 50% All others Skill level 1 50% Skill level 1 50% Notice that the high-performing sales agents have the Service skill at skill level 2, which works in conjunction with Auto Reserve for “secondary only”. Since the other agents hold both the Sales and Service skills at skill level 1, they are not subject to Auto Reserving.
Controlling agent time in a skill Automated agent staffing Dynamic Percentage Adjustment is administered to adjust target allocations as necessary to meet the company’s service levels for each skill. If call volume is higher than expected on one skill or another, target allocations are adjusted so that service levels can be met for the skills.
Business Advocate solution examples If you want to activate . . . Then enter . . . On the . . .
Controlling agent time in a skill Measuring results The following table shows some of the reports that you can review to determine the effectiveness of this solution. If you want to check ... ● ● ● % Within Service Level Average speed of answer Average ACD Time Staffing And determine . . . ● ● ● Whether your service levels are being met for each skill. How quickly calls are being answered. What the average talk time is for the skill. Whether the skill is staffed appropriately.
Business Advocate solution examples 78 Avaya Business Advocate User Guide February 2006
Administering Business Advocate on Communication Manager This section provides details on administering Business Advocate through the switch software. This section following topics: ● Requirements for setting up Business Advocate on page 79 ● Administration procedures on page 91 Requirements for setting up Business Advocate This section is designed to introduce you to the requirements for administering Business Advocate features.
Administering Business Advocate on Communication Manager System requirements The following are the minimum system requirements for using Business Advocate features: ● G3V6 for Business Advocate ● G3V9 for Dynamic Advocate ● Expert Agent Selection (EAS) ● Avaya Call Management System (CMS) R3V6 or higher (if you are using CMS for reporting) Communication Manager or CMS Supervisor? Business Advocate administration can be performed through Communication Manager, or through CMS Supervisor or Avaya CMS.
Requirements for setting up Business Advocate Task Communication Manager CMS Supervisor or CMS Administer Dynamic Queue Position (Service Objective by VDN, including Service Level Targets) X Administer Service Level Supervisor (including thresholds, Call Selection Override, Activate on Oldest Call Waiting, Dynamic Threshold Adjustment, and Service Level Targets) X Determine whether to use After Call Work (ACW) in LOA calculation X Review or change agent skills X X (existing login IDs) Add or de
Administering Business Advocate on Communication Manager Feature Decision level Where administered ● Dynamic Percentage Adjustment Skill Hunt Group form ● Service Level Target Skill Hunt Group form ● ACW Considered Idle? System Feature-Related System Parameters form ● Auto Reserve Agents System Feature-Related System Parameters form Dynamic Queue Position: ● Dynamic Queue Position Skill Hunt Group form ● Service Objective VDN Vector Directory Number form Service Objective: ● Ser
Requirements for setting up Business Advocate Feature Decision level Where administered Call Handling Preference (call selection method: Greatest Need, Skill Level, Percent Allocation) Agent Agent LoginID form Group Type (agent selection method: UCD-MIA, EAD-MIA, UCD-LOA, EAD-LOA, PAD) Skill Hunt Group form System-level decisions System-level decisions are made on the Feature-Related System Parameters form.
Administering Business Advocate on Communication Manager Call Selection Measurement Call Selection Measurement: predicted-wait-time or current-wait-time - The Call Selection Measurement: field applies only if you are using Greatest Need or Skill Level (not Percent Allocation) as a call selection method. Predicted-wait-time is the recommended entry because it results in fewer calls with exceedingly long wait times and optimizes critical agent skill resources.
Requirements for setting up Business Advocate Service Objective: (sec) - The Service Objective(sec): field on page 1 of the VDN form is used for setting service objectives by VDN. The entry for this field is the service level, in seconds, that you want to achieve for the VDN. The default value for this field is 20 seconds. Note: Note: The Service Objective (sec): field is displayed only if the Dynamic Advocate customer option has been activated using the System-Parameters Customer-Options form.
Administering Business Advocate on Communication Manager Group Type (Agent Selection method) Group Type: EAD-MIA, EAD-LOA, UCD-MIA, UCD-LOA, PAD - The Group Type: field is displayed on page 1 of the Hunt Group form. This field is used to determine the type of selection method that you want to use in an agent surplus condition for the skill. Selection methods (and acceptable field entries) include ead-mia, ead-loa, ucd-mia, ucd-loa, and pad. The default for this field is ucd-mia.
Requirements for setting up Business Advocate Activate on Oldest Call Waiting Activate on Oldest Call Waiting? y (yes) or n (no) - The Activate on Oldest Call Waiting? field on page 2 of the Hunt Group form provides the option to use time in queue in addition to Expected Wait Time (EWT) for activating reserve agents with Service Level Supervisor. Service Level Supervisor uses only EWT unless you enter y in this field.
Administering Business Advocate on Communication Manager Dynamic Percentage Adjustment Dynamic Percentage Adjustment? y (yes) or n (no) - The Dynamic Percentage Adjustment? field on the Hunt Group form is used to enable the Dynamic Percentage Adjustment enhancement. If set to y, Advocate automatically adjusts an agent’s target allocations according to the level of service that is being achieved for the agent’s assigned skills and the predefined service levels for those skills.
Requirements for setting up Business Advocate Agent-level decisions Agent-level decisions are those that are determined on the Agent LoginID form. These include call handling preferences for an individual agent, the determination of whether Service Objective is in use for the agent’s skills, and the administration of any reserve skills for the agent.
Administering Business Advocate on Communication Manager Reserve Levels RL (Reserve Level) - The RL (Reserve Level) fields on the Agent LoginID form are used to administer an agent as a reserve agent for a skill or group of skills. Two entries are possible for this field, each of which indicates the threshold at which the agent is activated as a reserve agent. An entry of 1 indicates that the agent is activated at the level 1 threshold for that skill.
Administration procedures Administration procedures This section contains procedures for administering Call Selection, Agent Selection, Automated Agent Staffing, And Dynamic Advocate features. See Overview of Business Advocate on page 13 for detailed information on how these features work.
Administering Business Advocate on Communication Manager How to administer LOA To administer LOA as an agent selection method: 1. At the command line prompt of your SAT or terminal emulator, enter: change hunt-group xxx where xxx is the number of the skill you want to change. 2. Press Return. 3. In the Group Type: field of the Hunt Group form, enter one of the following agent selection options: ● ucd-loa ● ead-loa 4. Press Enter to save your changes.
Administration procedures 3. In the Group Type: field of the Hunt Group form, enter one of the following agent selection options: ● ucd-mia ● ead-mia 4. Press Enter to save your changes.
Administering Business Advocate on Communication Manager 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 agent. See Administering Service Objective on page 98 for additional administrative tasks that are required for using Service Objective. 4. Enter a skill number in the SN field for each of the agent’s assigned skills. 5.
Administration procedures 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 agent’s assigned skills. See Administering Service Objective on page 98 for additional administrative tasks that are required for using Service Objective 4. Enter a skill number in the SN field for each of the agent’s assigned skills. 5.
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.
Administration procedures 9. Repeat Step 6 for each of the agent’s remaining skills. Note: Note: Do not enter target percentages for an agent’s reserve skills. 10. Check that assigned percentages total 100%. 11. Press Enter to save your changes. How to administer PAD and Dynamic Percentage Adjustment for a skill To administer PAD and Dynamic Percentage Adjustment for a skill: 1.
Administering Business Advocate on Communication Manager How to administer Auto Reserve Agents at the system level To administer Auto Reserve Agents and make related decisions at the system level: 1. At the command line prompt of your SAT or terminal emulator, enter: change system-parameters features 2. Press Return. 3. Go to page 9 of the System-Parameters Features form. 4.
Administration procedures Before you start When administering Service Objective for a skill, use the Agent LoginID form to activate the feature for each agent, the Hunt Group form to administer the service objective for each skill, and the Feature-Related System Parameters Features form to select the call selection measurement (CWT or PWT). This section includes procedures for each of those tasks.
Administering Business Advocate on Communication Manager 4. In the Service Objective(sec): field, enter your service objective target in seconds. 5. Press Enter to save your changes. Note: Note: Before Release 9, Service Objectives were entered in the Acceptable Service Level(sec): field of this form.
Administration procedures The following figure shows how Dynamic Queue Position can be used to queue calls from three VDNs with different service objectives, into the Sales skill: The Service Objective (sec): field is used to control call selection while the Acceptable Service Level(sec): field is used only for measuring percent in service level.
Administering Business Advocate on Communication Manager How does Dynamic Queue Position 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. Consider, for example, a business that receives customer service calls from a wide range of customers and wants to support differentiation in how it handles calls from customers with different service policies.
Administration procedures How to administer Dynamic Queue Position To administer Dynamic Queue Position: 1. At the command line prompt of your SAT or terminal emulator, enter: change hunt-group xxx where xxx is the number of the skill to which calls will be queued. 2. Press Return. 3. Go to page 2 of the Hunt Group form. 4. Enter y in the Dynamic Queue Position? field. 5. Press Enter to save your changes. How to administer a Service Objective for a VDN To administer a service objective for a VDN: 1.
Administering Business Advocate on Communication Manager Where is Service Level Supervisor administered? Service Level Supervisor, Dynamic Threshold Adjustment, and Call Selection Override are administered on page 2 of the Hunt Group form. Reserve agents are set up using the Agent LoginID form. (You can set or change reserve skills for existing agents using the Change Agent Skills Dialog Box in CMS Supervisor.
Administration procedures Note: Note: If you are activating Dynamic Threshold Adjustment, it is recommended that you use only one threshold. If you are not activating Dynamic Threshold Adjustment, you can enter a second threshold level in the Level 2 Threshold(sec): field. 8. In the Dynamic Threshold Adjustment? field, take one of the following actions: ● Enter y if you want Advocate to automatically adjust thresholds ● Enter n if you do not want Advocate to adjust thresholds 9.
Administering Business Advocate on Communication Manager How to administer Call Selection Override system wide To administer Call Selection Override at the system level: Note: Note: If you administer this feature and later decide that you want to turn it off, enter n in the Service Level Supervisor Call Selection Override? field on the System-Parameters Features form and it will be disabled for all skills. 1.
Feature interactions This section provides important information about how various Business Advocate and Communication Manager features interact, and the effect that these interactions can have on administration, call handling, and reporting.
Feature interactions BCMS and VuStats This section includes the following topics: ● Acceptable Service Level (sec): field on page 108 ● Service Level Supervisor on page 108 Acceptable Service Level (sec): field The Service Objective (sec): field is located on the Hunt Group form. Service objective targets are entered in this field, which leaves the Acceptable Service Level(sec): field free for showing service level measurements through BCMS or VuStats.
Direct Agent Calls Direct Agent Calls This section includes the following topics: ● Skill Level on page 109 ● Percent Allocation on page 109 ● Service Level Supervisor on page 109 ● Least Occupied Agent on page 110 Skill Level Agents receive Direct Agent Calls before other ACD calls in most situations.
Feature interactions Agents receive Direct Agent Calls in their standard skills in the same way regardless of whether the skill is above or below its thresholds. That is, if the agent is administered to receive direct agent calls before other ACD calls, this happens regardless of whether a standard skill is over its thresholds. If the agent does not normally receive Direct Agent Calls first, this preference is maintained when the agent’s standard skills are over threshold.
Location Preference Distribution Location Preference Distribution Location Preference Distribution tries to route incoming Automatic Call Distribution (ACD) calls to agents located in the same location as the incoming trunk on which the call originated whenever possible. If there is a choice, calls are routed to agents at a different location only if a locally-routed call cannot meet the administered objectives for speed of answer, service level, and so on.
Feature interactions Percent Allocation This section includes the following topics: ● Add or remove skills via Feature Access Code on page 112 ● Agent log in and log out on page 112 ● Auto Reserve Agents on page 113 ● Location Preference Distribution on page 113 ● Multiple call handling on page 113 ● Percent Allocation Distribution on page 114 ● Predicted Wait Time on page 114 Related topic For an overview of Percent Allocation, see Percent Allocation on page 31.
Percent Allocation Auto Reserve Agents The Percent Allocation Auto Reserve Agents feature is used to intentionally leave an agent idle in a skill if her target allocation for that skill has been exceeded. This can result in available agents with calls in queue. This is a normal and expected condition when Auto Reserve Agents is enabled. Additionally, this feature may result in lower occupancy for multi-skilled agents.
Feature interactions Percent Allocation Distribution The Percent Allocation Distribution (PAD) method is designed to work with the Percent Allocation call selection method. Note: Note: When using PAD as an agent selection method for a skill, it is recommended that you administer Percent Allocation as the call handling preference for all agents in the skill.
Service Level Supervisor and reserve agents Service Level Supervisor and reserve agents This section includes the following topics: ● Abandoned calls on page 115 ● Agent work states on page 115 ● Audix on page 115 ● Auto available skills on page 116 ● Location Preference Distribution on page 116 ● Multiple call handling on page 116 ● Multiple skill queuing on page 116 ● Redirect on no answer (RONA) on page 116 Related topic For an overview of Service Level Supervisor, see Service Level Supe
Feature interactions Auto available skills An EAS auto available agent cannot be administered with a reserve skill. Location Preference Distribution For information about how Service Level Supervisor interacts with Location Preference Distribution, see Reserve agents and Location Preference Distribution on page 111.
Service Objective Service Objective This section includes the following topics: ● Service Objective (sec): field on page 117 ● Dynamic Queue Position on page 117 Service Objective (sec): field The Service Objective (sec): field is available on the Hunt Group form. Service objective targets are entered in this field, which leaves the Acceptable Service Level(sec): field free for showing service level measurements through BCMS or VuStats.
Feature interactions Work time and occupancy This section includes the following topics: ● Agent hold on page 118 ● Agent log in and log out on page 118 ● Call Coverage on page 119 ● Call Forwarding on page 119 ● Call Park on page 119 ● Call Pickup on page 119 ● Conference or transfer on page 119 ● Extension calls and LOA on page 120 ● Non-ACD calls on page 120 ● Redirect on no Answer (RONA) on page 120 ● Timed After Call Work (ACW) on page 121 ● VDN of Origin Announcement on page 12
Work time and occupancy Call Coverage All time with one or more ACD calls ringing is included in the calculation of an agent’s work time and occupancy. This includes calls that are later redirected as a result of the Call Coverage feature. Call Forwarding All time with one or more ACD calls ringing is included in the calculation of an agent’s work time and occupancy. This includes calls that are later redirected as a result of the Call Forwarding feature.
Feature interactions Extension calls and LOA The following table shows how LOA tracks extension calls (since agent AUX time is not included in the calculation of agent occupancy). If the extension call . . . Then LOA . . .
Work time and occupancy Timed After Call Work (ACW) If the ACW Agents Considered Idle option is not set, Timed ACW time is included in the calculation of an agent’s work time and occupancy. VDN of Origin Announcement All of the time spent listening to a VDN of Origin Announcement is included in the calculation of an agent’s work time and occupancy.
Feature interactions 122 Avaya Business Advocate User Guide February 2006
Administering Business Advocate through CMS Supervisor This section provides administration procedures for tasks that you can complete for existing agent login IDs using CMS Supervisor after initial administration is completed on the switch. It also includes information about setting Acceptable Service Levels for Call Management System (CMS) reporting.
Administering Business Advocate through CMS Supervisor Using the Change Agent Skills dialog box The Change Agents Skills dialog box can be used to perform the following tasks for existing agent login IDs: ● Review agent skills ● Add skills per agent ● Delete skills per agent ● Administer call handling preferences ● Assign reserve agents Accessing the Change Agent Skills dialog box To access the Change Agent Skills dialog box: 1. Click Commands on the CMS Supervisor Controller. 2.
Agent administration Reviewing agent skills To review an agent’s skill assignments: 1. In the Change Agent Skills dialog box, choose one of the following actions: ● Click OK to accept the skill assignments. ● Click Add Skills or Delete Skills and follow the steps provided in this section to add or delete skills. Adding skills per agent Individual agent login IDs can be added to a skill through either individual administration or by copying the definition from one agent login ID to another.
Administering Business Advocate through CMS Supervisor Administering call handling preferences Agent call handling preferences, also known as call selection methods, can be administered through the Change Agent Skills dialog box. Three call handling preferences are available with Business Advocate: ● Greatest Need ● Skill Level ● Percent Allocation See Call selection methods on page 23 for information about how the call handling preferences work.
Agent administration Administering Skill Level To administer Skill Level as the call handling preference for an agent: 1. In the Change Agent Skills dialog box, select Skill Level from the Call Handling Preference check box. Note: Note: Optional: To administer Service Objective, select Service Objective. Click Add Skills. 2. Add the agent skills. The system displays the Assigned Skills grid. 3. Set the agent’s skill level for each assigned skill. 4.
Administering Business Advocate through CMS Supervisor To administer reserve skills for an agent: 1. In the Change Agents Skills dialog box, select one of the following from the Call Handling Preference check box: Note: ● Greatest Need ● Skill Level ● Percent Allocation Note: Optional: To administer Service Objective, select Service Objective. 2. Click Add Skills. 3. Add skills for the agent based on the agent’s expertise. The Assigned Skills grid opens. 4.
Agent administration Accessing the Multi-Agent Skill Change dialog box The Multi-Agent Skill Change dialog box is used in CMS Supervisor to move groups of agents between skills or to add agents to or remove agents from a skill. This dialog box can only be used with active agents with existing login IDs. Note that new agent login IDs must be administered on the switch.
Administering Business Advocate through CMS Supervisor 5. In the To Skill: box, enter or select the skill. 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). 7.
Agent administration Note: Note: Option: After the agent list is open for a skill, you can remove agents from the skill. To do so, click an agent or agents from the list, click the right mouse button, and click Remove Agents from Skill. The system displays the Remove Agents From Skill dialog box. 6. Repeat Step 5. Moving agents between skills The Multi-Agent Skill Change dialog box and the Move Agents Between Skills dialog box can be used to move agents between skills.
Administering Business Advocate through CMS Supervisor 4. In the Agent List window, click the names of agents that you want to move to this skill. 5. Hold down Ctrl and use the drag-and-drop method to move the agents to the open skill. Using the Move Agents Between Skills dialog box Agents can also be moved between skills by using the Move Agents Between Skills dialog box, which is accessed from the Multi-Agent Skill Change dialog box. To move a group of agents between skills using this box: 1.
Administering acceptable service levels Administering acceptable service levels Acceptable service levels can be established for CMS reporting on an existing hunt group through CMS Supervisor using the Split/Skill Call Profile Setup dialog box. This section explains how to administer acceptable service levels for reporting purposes. The procedure provided in this section are for setting acceptable service levels for a skill for CMS reporting purposes only.
Administering Business Advocate through CMS Supervisor 134 Avaya Business Advocate User Guide February 2006
Appendix A: Business Advocate database items and calculations This section lists the CMS Call Management System (CMS) database tables, database items in the tables, and the standard Dictionary calculations that use the database items. Note: Note: See Avaya Call Management System Database Items and Calculations, for full definitions of database terminology.
Business Advocate database items and calculations Split/Skill database items (continued) FINAUX GNONAUXOUT R2AGINRING FONACD GNDA_INACW R2AVAILABLE FOTHER GNDA_ONACD R2INACW FSTAFFED GNOTHER R2INAUX GNAGINRING GNSTAFFED R2ONACD GNAVAILABLE I_NORMTIME R2OTHER GNINACW I_OL1TIME R2STAFFED GNINAUX I_OL2TIME SKSTATE GNINAUX0 MAX_TOT_PERCENTS TOT_PERCENTS GNINAUX1-99 R1AGINRING GNONACD R1AVAILABLE Agent database items The following table lists the agent database items that support
Dictionary calculations Agent Login/Logout database items The following table lists the Agent Login/Logout database items that support Business Advocate. Agent Login/Logout database items PREFERENCE SKPERCENT SKLEVEL SKPERCENT2-20 SKLEVEL2-20 - Dictionary calculations This section explains the standard Avaya CMS Dictionary calculations and report-specific calculations that support Business Advocate.
Business Advocate database items and calculations Report-specific calculations The following calculations were added to CMS Supervisor reports to support Business Advocate. They are not stored in the database, but are stored with the reports. The report names listed in the table below indicate where the calculations are used. The following table lists the report-specific calculations that support Business Advocate.
Glossary Abandoned call A call in which a caller hangs up before receiving an answer from an agent. The call could be queued to a skill, be in a vector, or be in vector processing before it is abandoned. Acceptable service level The time within which a contact center determines that calls for a particular skill should be answered.
Adjunct/Switch Applications Interface (ASAI) Adjunct/Switch Applications Interface (ASAI) An Avaya recommendation for interfacing adjuncts and communications systems, based on the CCITT Q.932 specification for layer 3. ASAI supports activities such as event notification and call control. Adjusted work time An agent’s total work time with one or more ACD calls ringing, active, or on hold for any of an agent’s skills expressed as a percentage of staffed time and adjusted by a one call lookahead.
ASA Agent state A feature of agent call handling that indicates the agent’s current state. Agent states include ACD, ACW, AVAIL, AUX, UNSTAFF, DACD, DACW, OTHER, UNKNOWN, and RING. Data about these states is displayed in real-time and historical reports. See the definition of each state for additional information. Agent surplus condition The condition that exists when one or more agents are available to handle a call for a specific skill.
ASAI ASAI See Adjunct/Switch Applications Interface (ASAI). Auto-In (AI) An ACD work mode that makes the agent available to receive calls and allows the agent to receive a new ACD call immediately after disconnecting from the previous call. Automatic Call Distribution (ACD) A switch feature. Automatic Call Distribution (ACD) is software that channels high-volume incoming call traffic to agent groups (splits or skills).
Call Selection Override Average Speed of Answer (ASA) The average amount of time a caller waits in queue before connecting to an agent. ASA is usually an objective set by your contact center's management. The ASA for a skill includes the time spent in queue and the time ringing an agent. ASA for a VDN includes the time spent in vector processing, including the time spent in queue and the time ringing an agent.
Call surplus condition Call surplus condition The condition that exists when one or more calls are queued for a specific skill. Call vectoring A switch feature that provides a highly flexible method for processing ACD calls using VDNs and vectors as processing points between trunk groups and skills. Call vectoring permits treatment of calls that is independent of skills.
Database tables Current Wait Time (CWT) The time that a call has already waited for service in a call queue. CWC See Call Work Code (CWC). Daily Data Interval data that has been converted to a 1-day summary. Data Collection Off In this state, CMS is not collecting ACD data. If you turn off data collection, CMS will not void data on current call activity. Data Collection On In this state, CMS is collecting ACD data. Data Points Points of historical data.
Date format Date format The standard format for entering dates on CMS reports. Acceptable formats 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) Dynamic Percentage Adjustment A Release 9 Percent Allocation feature that, when activated, automatically adjusts agents’ target allocations to help meet predefined service level targets. Dynamic Queue Position A Release 9 feature that, when activated, allows you to queue calls from multiple VDNs to a single skill, while maintaining different service objectives for those VDNs.
Expert Agent Distribution (EAD) Expert Agent Distribution (EAD) An agent selection method, available only in an Expert Agent Selection (EAS) environment, in which idle agents are grouped by skill level (1 through 16, if the EAS-PHD customer option is set; 1 or 2 if the EAS-PHD customer option is not set). The least occupied (EAD-LOA) or most idle (EAD-MIA) skill level 1 agent is selected or, if no skill level 1 agent is available, the least occupied or most idle skill level 2 agent, and so on.
Interval-based items Forced Disconnect (FDISC) A trunk state. The caller receives a forced disconnect. Forced Multiple Call Handling (FMCH) A feature available with G3V4 or later switches that, when activated for a split or skill, allows calls to be automatically delivered to an idle line appearance, if the agent is in the Auto-In/Manual-In work mode and an unrestricted line appearance is available on the voice terminal.
Intrahour interval Intrahour interval A segment of time starting on the hour and consisting of either 15, 30, or 60 minutes. An intrahour interval is the basic unit of CMS report time. Least Occupied Agent (LOA) An agent selection method that uses agent occupancy rather than position in an idle agent queue to determine which agent to select when a call arrives. LOA can be used with either Uniform Call Distribution (UCD-LOA) or Expert Agent Distribution (EAD-LOA).
MIA Logical Agent An EAS feature that associates the agent’s login ID with the physical extension when the agent logs in. Properties such as the assigned skills, class of restriction, and coverage path are associated with the login ID rather than with the physical extension. This allows agents to log in at any available set. Agents are assigned a single set of work mode buttons, rather than one set per skill. This simplifies the agent’s interface to the work mode buttons.
Modify Modify A CMS action that changes the database entry to reflect the new values that are entered in the current primary window. Monthly data Daily data that has been converted to a monthly summary. Most Idle Agent (MIA) An ACD distribution method that maintains a queue of idle agents. An agent is put at the end of the list for a particular skill when the agent completes an ACD call for that skill.
QUEUED OTHER An agent state. The agent is working on a Direct Agent Call, working on a call for another skill, or has put a call on hold and has not chosen another work mode. Overthreshold state A skill goes into an overthreshold state when either the EWT or the time in queue (if Activate on Oldest Call Waiting has been enabled) exceeds an administered threshold.
Read permission Read permission The CMS user can access and view data, for example, run reports or view the Dictionary subsystem. Read permission is granted from the User Permissions subsystem. Real-time database Consists of the current and previous intrahour data on each CMS-measured agent, split, trunk, trunk group, vector, and Vector Directory Number (VDN).
Staffed agent Roving agents Agents 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. Scripting The CMS Scripting feature lets you create a script to run a specified report or run a report and export the data on schedule. The scripts require a customer-provided scheduler to be run at a later time. SEIZED A trunk state.
Standard agents Standard agents Standard agents are agents in a skill who are assigned a skill level from 1 to 16, rather than being reserve agents. Standard agents are also known as nonreserve agents. Standard agents can have roles of top, roving, backup, or allocated. Standard reports The set of reports that are delivered with the CMS or CMS Supervisor software. Station An unmeasured extension.
Vector Top Agents Top agents are agents who have Skill Level call handling preference and have the lowest level number (and highest skill level) administered for that skill. These agents have also been designated as Top Agents for that skill (first administered, highest level). An agent can only be Top Agent on one skill at a time, but may have many skills with a level of 1, based on expertise.
Vector Directory Number (VDN) Vector Directory 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 assigned to a VDN. A VDN can route calls to a vector when the calls arrive over an assigned automatic-in trunk group or when calls arrive over a dial-repeating (DID) trunk group and the final digits match the VDN.
Index A Acceptable Service Level . . . . . . . . . . administering through CMS Supervisor . . field . . . . . . . . . . . . . . . . . . access permissions . . . . . . . . . . . . ACD . . . . . . . . . . . . . . . . . . . ACD call . . . . . . . . . . . . . . . . . acknowledgment window . . . . . . . . . . Activate Agent Trace window . . . . . . . . Activate on Oldest Call Waiting . . . . . . . activation of reserve agents. . . . . . . . . active agents . . . . . . . . . . . . . . . Active VDN Calls . . . .
C calculation . . . . . . . . . . . . . . . . . . . call coverage . . . . . . . . . . . . . . . . . call forwarding . . . . . . . . . . . . . . . . . call handling preferences . . . . . . . . . . . . features that work together . . . . . . . . . call park . . . . . . . . . . . . . . . . . . . . call pickup . . . . . . . . . . . . . . . . . . . call queue . . . . . . . . . . . . . . . . . . . call selection. . . . . . . . . . . . . . . . 19, call selection measurement . . . . . . . . . . .
flex agents . . . . . . . . . . . . . Forced Busy (FBUSY) . . . . . . . . Forced Disconnect (FDISC) . . . . . Forced Multiple Call Handling (FMCH) . . . . . . . . . . . . . . . . . . . . . . . . . 148 . 148 . 149 . 149 Greatest Need . . . . . . . . . . . . . . . . . 23, 149 Multi-Agent Skill Change dialog box adding agents to a skill . . . . Multiple Call Handling (MCH) . . . feature interactions . . . . . . multiple skill queuing feature interactions . . . . . . Multi-Skill Change dialog box . . .
reserve levels reserve skills RINGING . . Rolling ASA . roving agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 . 40 . 154 . 154 . 155 S Scripting . . . . . . . . . . . . . . . . . . . . . 155 secondary skill . . . . . . . . . . . . . . . . . . . 155 SEIZED . . . . . . . . . . . . . . . . . . . . . . 155 selecting calls for an agent . . . . . . .
