Manuali utente per Avaya 3.1

Avaya

Manuale Utente (English)

Manuale Utente

Sommario

Avaya Business Advocate Release 3.1 User Guide
1
Contents
3
Preface
9
- Purpose
  9
- Audience
  9
- Reasons for reissue
  9
- Related documents
  10
- Availability
  12
Overview of Business Advocate
13
Business Advocate solution examples
49
- Maintaining service levels - one scenario
  50
  - Background information
    50
  - Agent selection
    51
  - Call selection
    51
  - Automated agent staffing
    51
  - Overload thresholds and service level targets
    52
  - Where administered?
    52
  - Results
    53
  - Measuring results
    54
- Adding customer segments
  55
  - Background information
    55
  - Agent assignments
    56
  - Agent selection
    56
  - Call selection
    56
  - Service objectives
    57
  - Where administered?
    57
  - Results
    58
  - Measuring results
    59
- Increasing revenue
  60
  - Background information
    60
  - Agent assignment
    61
  - Agent selection
    62
  - Call selection
    62
  - Automated agent staffing
    62
  - Overload thresholds and service objectives
    62
  - Where administered?
    63
  - Results
    64
  - Measuring results
    65
- Automating agent moves to back up calls
  66
- Controlling agent time in a skill
  73
  - Background information
    73
  - Agent assignments
    74
  - Agent selection
    74
  - Call selection
    74
  - Automated agent staffing
    75
  - Service level target
    75
  - Expected call handling time
    75
  - Where administered?
    75
  - Results
    76
  - Measuring results
    77
Administering Business Advocate on Communication Manager
79
- Requirements for setting up Business Advocate
  79
- Administration procedures
  91
Feature interactions
107
- BCMS and VuStats
  108
  - Acceptable Service Level (sec): field
    108
  - Service Level Supervisor
    108
- Direct Agent Calls
  109
  - Skill Level
    109
  - Percent Allocation
    109
  - Service Level Supervisor
    109
  - Least Occupied Agent
    110
- Least Occupied Agent
  110
- Location Preference Distribution
  111
  - Reserve agents and Location Preference Distribution
    111
- Percent Allocation
  112
  - Add or remove skills via Feature Access Code
    112
  - Agent log in and log out
    112
  - Auto Reserve Agents
    113
  - Location Preference Distribution
    113
  - Multiple call handling
    113
  - Percent Allocation Distribution
    114
  - Predicted Wait Time
    114
- Service Level Supervisor and reserve agents
  115
  - Abandoned calls
    115
  - Agent work states
    115
  - Audix
    115
  - Auto available skills
    116
  - Location Preference Distribution
    116
  - Multiple call handling
    116
  - Multiple skill queuing
    116
  - Redirect on no answer (RONA)
    116
- Service Objective
  117
  - Service Objective (sec): field
    117
  - Dynamic Queue Position
    117
- Work time and occupancy
  118
  - Agent hold
    118
  - Agent log in and log out
    118
  - Call Coverage
    119
  - Call Forwarding
    119
  - Call Park
    119
  - Call Pickup
    119
  - Conference or transfer
    119
  - Extension calls and LOA
    120
  - Non-ACD calls
    120
  - Redirect on no Answer (RONA)
    120
  - Timed After Call Work (ACW)
    121
  - VDN of Origin Announcement
    121
Administering Business Advocate through CMS Supervisor
123
- Agent administration
  123
- Administering acceptable service levels
  133
Appendix A: Business Advocate database items and calculations
135
- Database items
  135
  - Split/Skill items
    135
  - Agent database items
    136
  - Agent Login/Logout database items
    137
- Dictionary calculations
  137
  - Standard Dictionary calculations
    137
  - Report-specific calculations
    138
Glossary
139
Index
159
- A
  159
- B
  159
- C
  160
- D
  160
- E
  160
- F
  160
- G
  161
- H
  161
- I
  161
- L
  161
- M
  161
- N
  161
- O
  161
- P
  161
- Q
  161
- R
  161
- S
  162
- T
  162
- U
  162
- V
  162
- W
  162

Dimensioni:

901 KB
Pagine:

162
Language:

English

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