Avaya 3.1 manuale d’uso

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. Documentati[...]

Business Advo cate User Guid e February 2006 3 Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Reasons for re[...]

4 Business Advocate User Guide February 2006 Greatest Need with Service Objective . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Skill Level without Service Objective . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Skill Level with Service Objective . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Percent Allocation[...]

Business Advo cate User Guid e February 2006 5 Where administered? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 2 Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Measuring results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Adding c[...]

6 Business Advocate User Guide February 2006 Communication Manager or CMS Supervisor? . . . . . . . . . . . . . . . . . . . . . . . . 80 Business Advocate decisions at a glance . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 System-level decisions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 MIA Across S plits[...]

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? . . . . . . . . . . . . . . . . . . . . . . 101 How does Dynami[...]

8 Business Advocate User Guide February 2006 Agent hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 18 Agent log in and log out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 18 Call Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 19 [...]

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 document s on page 10 ● Availability on p age 12 Purpose The purpose of this document is to pro vide a general underst anding of how A v aya Business Adv[...]

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 Manager administration document s on page 10 ● Call Center document s on page 1 1 ● Documentation W eb sites on page 1 1 Communication Manager ad[...]

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. Includes corrective[...]

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. ● The A vaya online suppor[...]

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 . This section includes the following top ics: ● Overview on page 14 ● Introduction to Business Advocate on page 17 ● Selecting calls on page 2[...]

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 A vaya Business Advocate? on page 14 ● T raditional contact centers versus Business Advoca te contact centers on p age 15 ● Matching your needs w[...]

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. Business Advocate, on the other hand, allows the contact center's goals to be incorporated into every decision to help keep ser[...]

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. ● Establish allocat[...]

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 page 17 ● Business Advocate agent licensing on page 18 ● Business Advocate methods versus traditional methods on pag e 18 ● Combining methods t[...]

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. The RF A license material code defines how man[...]

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. See Administering Busi[...]

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. These methods simplify con tact center management and e liminate the need for moving agents from skill to skill to ens [...]

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. This section includes the following top ics: ● How call selection works on page 21 ● Call selection measurement on page 22 ● Call selecti[...]

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. When the skill is selected , the call from the head of the queue i[...]

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. Using this method, calls are selected according to the preassigned per cent[...]

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. Later , if you wa nt to make adjustments for faster or slower service, you can [...]

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 . With Call Sele ction Override turned on, which call does he receive? The agent receives [...]

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. Dynamic Queue Position This section includes the following top ics: ● What is Dynamic Queue Pos[...]

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. Dynamic Queue Position exampl e Dynamic Queue Position[...]

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. Each scenario is based on the same skills and ca ll wait times so that you can[...]

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. All calls are queued at the same priority . Which call is selected first if calls are queued for [...]

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. Business Advocate[...]

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 ● Agent selection examples on page 35 ● Call selection during call surplus on page 38 ● Agent selection during agent surplus on page 38 Agent selection [...]

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. ● Least Occupied Agent (LOA) select s an agent based on the agent’ s occupancy across al[...]

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. LOA and extension calls The following tab le shows how LOA tracks extension ca[...]

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. For best results, when u sing P AD as an agent selection method for a skill[...]

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 available to serve the arriving Sales skill call, which agent receives the next call? Agent A receives the next arriving call from the Sales skill becaus[...]

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. Notice that while Agent C has been idle the longest, Agent C ca nnot be selected d ue to the EAD component of the de cision; in othe[...]

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. Agent selection during agent surplus The following tab le shows what happen[...]

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. This section provides det ails on the many options that are available to help a[...]

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. What happens when a skill goes over threshold A skill goes over threshold when eithe r the EWT or the time in qu[...]

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. Overload thresholds determine the point at which reserve agents become eligible for work on the ove[...]

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 . Later in the day , the plan may be adju[...]

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. This section pro vides you wi th information about which fe atures work best together and which combinations you might con sider for you[...]

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. Y our contact center may have dif ferent needs within particular areas or dep artments; Business Advocate may help you meet[...]

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. Th[...]

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. Agent selection meth ods (hunt group types) The following tab le shows which features[...]

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. EAD-LOA ● Skill Level ● Predicted W ait T ime ● Service Object ive ● Service Level Supervisor PA D ● Percent Allocation ● [...]

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. While the example situatio ns may sound a bit dif ferent from yours, the scenarios should give you some ideas about how you can b est use Business A[...]

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. Oth[...]

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 . T o keep efficiency a[...]

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. Where administered? The following table sh ows where each of these f eatures is administered throu[...]

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. A sudden increase in call volume[...]

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 . . . And determine . . . Use this report or command % Within Service Level Whether yo[...]

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. The example in this section uses the Dynamic Queue Po[...]

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 service objectives ● Region 2 - Existing customer market with customers who will abandon quickly ● Region 3 - Existing customer market with custo[...]

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. See Adminis[...]

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. Dynamic Queue Position uses the service object ives t[...]

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 . . . Use this report ● Average S peed of Answer ● % Abandoned Calls ● % Within Service[...]

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. The following retail -based example shows one of the many ways that Business Advoca te [...]

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. Dedicating each agent to a customer segment will accomplish this goal, but it will a lso leave the contact cen ter vulnerable to mainta ining good overall service levels if call volumes[...]

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. This spreads work time evenly among the primary or focu s agents for each customer segment and eliminates any hot seats, th at is, a situat io[...]

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. See Administering Business Advocate on Communication Man ager on page 79 for procedures for administe[...]

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. When the cont act center experiences sudden increase s in call v[...]

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 . . . And determine . . . Use this report ● Average S peed of Answer ● Average Aba nd[...]

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. Whether this condition is a result of special promotions, seasona l conditions, or unexpected act s o[...]

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. The IVR prompting help s customers report gas leaks or downed electric lines so th at these calls ca n reach agen[...]

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. Greatest Need is used for the ca[...]

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. If you want to activate [...]

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 . Service Level T arget % in seconds in the Service Level Target field for nonemergency skills, except for the Paymen[...]

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. Additionally[...]

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 . . . And determine . . . Use this report ● % Within Service Level ● Average S peed of Answ[...]

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 calls to each agent to develop agent ab ilities in new areas without overwhelming them, or to align agent contribution with their compensa tion or reward [...]

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”. Sin ce the other agents hold [...]

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. If call volume is higher than expected on one skill or another , target allocations are adj[...]

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. Both methods make their sele ctions for calls or agents by comp aring an agent’ s work time and target allocation for a[...]

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 . . . Use this report ● % Within Service Level ● Average speed of answer ● Aver[...]

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. This section fo llowing topics: ● Requirements for setting up Business Advocate on page 79 ● Administration procedures on page 91 Requirement[...]

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 Business Advocate features: ● G3V6 for Business Advocate ● G3V9 for Dynamic Advocate ● Expert Agent Selection (EAS) ● Ava y a Call Management[...]

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. Some of these decisions af fect your contac t center system wide, while others af fect particular V ector Directory Numbers (VDNs), [...]

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 Skill Hunt Group form ● ACW Considered Idle? System Feature-Rela ted System Parameters form ● Auto Reserve Agent s System Feature-Rela ted System [...]

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 . Thi[...]

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 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 s[...]

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. The default valu[...]

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. This field is used to determine the type of selection method that you [...]

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 on Oldest Call Waiting? field on p age 2 of the Hunt Group form provides th e option to use time in queue in addition to Expected W ait T ime (EWT) for[...]

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. If set to y , Advoc[...]

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. These include call handling preferences for an individual agent, the de termination of whether Service Objective is in use for the agent’ s skills,[...]

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. T wo entries are possible for this field, each of which [...]

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. T[...]

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. 2. Press [...]

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. Press Enter to save your changes. Administering Greatest Need Greatest Need is a call selection method tha t selects a skill for an agent to [...]

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. See Administering Service Objective on pag e 98 for additional admini[...]

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. See Administering Service Obje[...]

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. Additionally , when using P AD as an agent selection method for a skill, you should administer Percent [...]

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% . 11 . P r e s s Enter to save your changes. How to administer P AD and Dynamic Pe[...]

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. At the command line prompt of your SA T or terminal emulator , enter: change system-para[...]

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 each agent, the Hun t Group form to administer the service objective for e ach skill, and the Feature-Related System Parameters Featu res form to sel[...]

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. 5. Press Enter to save your changes. Note: Note: Before Release 9, Se rvice Objectives were entered in the Acc eptable Service Level(sec): field [...]

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 objectives, into the Sales skill: The Service Objective (sec): field is used to control call selection while the Acceptable Service Level(sec): field[...]

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. Consider , for example[...]

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. 2. Press Return . 3. Go to [...]

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. Reserve agents are set u p using the Agent LoginID [...]

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. 8. In the Dynamic Thr[...]

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 Override at the system level: Note: Note: If you administer this feature and later decide that you want to turn it of f, enter n in the Service Level Sup[...]

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. This section includes the following top ics: ● [...]

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. Ser[...]

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 ● Service Level Supervisor on page 109 ● Least Occupied Agent on page 1 10 Skill Level Agents rece ive Direct Agent Calls before other ACD calls in[...]

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. That is, if the agent is administered to receive direct agent calls before other ACD calls, this h appens re gardless of whether [...]

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. If there is a choice, c[...]

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 12 ● Agent log in and log out on p age 1 12 ● Auto Reserve Agent s on page 1 13 ● Location Preference Distribution on p age 1 13 ● Multiple cal[...]

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. This can result in available agents with calls in queue. This is a normal and expecte[...]

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. Note: Note: When using P AD as an agent selection method for a skill, it is recommended that you administer Percent Allo[...]

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: ● Abandoned calls on page 1 15 ● Agent work states on p age 1 15 ● Audix on page 1 15 ● Auto available skills on page 1 16 ● Location Preference Distrib[...]

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. Location Preference Distribution For information about how Service Level Supe rvisor interact s with Location Preference Distribution, see Reserve agen ts and Loca tion Preference[...]

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. Service objective ta [...]

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 out on p age 1 18 ● Call Coverage on page 1 19 ● Call Forwarding on page 1 19 ● Call Park on page 1 19 ● Call Pickup on page 1 19 ● Conferen[...]

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. Call Forwarding All time with one or more ACD ca l[...]

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). Non-ACD calls T ime for non-ACD calls ringing , active, or on hold is not included in the calculation of an agen[...]

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 . VDN of Origin Announcement All of the time spent listening to a VDN of Origin Anno uncement is incl[...]

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. It also includes information about setting Accept a[...]

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 to perform the following tasks for existing agent login IDs: ● Review agent skills ● Add skills per agent ● Delete skills per agent ● Administ[...]

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. ● Click Add Skills or Delete Skills and follow the steps provided in this section[...]

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. Three call handling preferences are av ailable with Business Advo[...]

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. Note: Note: Optional: T o administer Service Objective, select Service[...]

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. In the Change Agent s Skills dialog box , select one of the f ollowing from the Call Handling Preference check box: ● Greatest Ne ed ● Skill Level ● Percent Allocation Note: Note: Optiona[...]

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. This dialog box can only be used with active agent s with ex isti[...]

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). 7. Choose one of the following actions: ● Click OK to accept the s[...]

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 . The system displays the Remove Agent s From Skill dial[...]

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. Using the Move Agent s Be tween Skills dialog box Agent[...]

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. This section explains how to administer accept abl[...]

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. Note: Note: See A vaya Call Management System Database It[...]

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. FINAUX GNONAUXOUT R2AGINRING FONACD GNDA_INACW R2A V AILABLE FOTHER GNDA_ONACD R2INACW FST AFFED GNOTHER R2INAUX GNAGINRING GNST AFFED R[...]

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. Dictionary calculations This section explains the sta ndard Avaya CMS Dictionary calcula tions and report-specific calculations that suppor[...]

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. The report names listed in the ta ble below indi[...]

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. Accept able service level The time within which a contact center determines that calls for [...]

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. ASAI supports activities such as event notification and call control. Adju[...]

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. See the definition of each sta[...]

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. Automatic Call Distribution (ACD) A switch feature[...]

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. The ASA for a skill includes the time spent in queue and the time ringing an agent.[...]

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. Call vectoring A switch feature that provides a highl y flexible method for processing ACD calls using VDNs and vectors as processing point s between trunk group s and[...]

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 . Dat a Collection Off In this state, CMS is not collecting ACD data. If you turn [...]

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). Y ou can also enter a range of numbers (for example, 0 through -7) Separatin[...]

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. Dynamic Queue Position A Release 9 feature that, when activa t ed, allows you t[...]

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) environment, in which idle agen ts 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 [...]

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. Forced Multiple Call Handling (FMCH) A feature available with G3 V4 or later switches that, when activated for a split or skill, allows calls to be automatically delivered to an idle line app[...]

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. 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 idl[...]

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. This al lows age[...]

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 . Most Idle Agent (MIA) An ACD dist ribution method that maintains a queue of idle agent s[...]

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. Overthreshold st ate A skill goes into an overthreshold st ate when either the EWT or the time in queue (if Activate on[...]

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. Read permi ssion is granted from the User Permissions subsystem. Real-time dat abase Consists of the curren t and previous intrahour data on each CMS-measured agent[...]

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. Scripting The CMS Scripting feature lets you create a script[...]

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. S tandard agents can ha ve roles of top, roving, backup, or allocated. St andard repor[...]

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). An agent [...]

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. A VDN can route calls to a vector when the calls arrive over an assigned automatic[...]

Business Advocate User Guide February 2006 159 Index A Acceptable Servic e Level . . . . . . . . . . . . . . 139 administering through CMS Supervisor . . . . . . 133 field . . . . . . . . . . . . . . . . . . . . . . 108 access permissions . . . . . . . . . . . . . . . . 139 ACD . . . . . . . . . . . . . . . . . . . . . . . 139 ACD call . . . . . . [...]

160 Business Advocate User Guide February 2006 C calculation . . . . . . . . . . . . . . . . . . . . . 143 call coverage . . . . . . . . . . . . . . . . . . . 11 9 call forwarding . . . . . . . . . . . . . . . . . . . 11 9 call handling preferences . . . . . . . . . . . . 21 , 143 features that work together . . . . . . . . . . . 46 call park . . .[...]

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) . . . . . . . 14 9 G Greatest Need . . . . . . . . . . . . . . . . . 23 , 149 H historical database [...]

162 Business Advocate User Guide February 2006 reserve levels . . . . . . . . . . . . . . . . . . . 90 reserve skills . . . . . . . . . . . . . . . . . . . 40 RINGING . . . . . . . . . . . . . . . . . . . . . 154 Rolling ASA . . . . . . . . . . . . . . . . . . . . 154 roving agents . . . . . . . . . . . . . . . . . . . 155 S Scripting . . . . . . .[...]