The Reserve Agent Work Time Tracking feature provides real time and historical CMS tracking of agents administered as Reserve Level 1 agents and Reserve Level 2 agents. Reserve agents are assigned and administered using the Avaya Business Advocate Service Level Supervisor feature.

Avaya Business Advocate Service Level Supervisor provides options to automate staffing during call center operation. One of these options is the ability to assign reserve agents and overload thresholds to skills to determine when those reserve agents will be activated.

These features simplify call center management and eliminate the need for moving agents from skill to skill to ensure coverage as call conditions change. The Reserve Agent Work Time Tracking feature provides new split/skill and agent database items to help the call center manager understand the utilization of reserve agents, including:

• The portion of a particular skill’s work that was done by Reserve Agents

• The amount of an agent’s time that was spent doing Reserve Agent work

Reserve agents are eligible to take calls from a reserve skill only when that skill is in overload 1 or 2. When the skill returns to normal, calls from that skill are not sent to reserve agents.

Essentially, when the skill is not in overload 1 or 2, reserve agents who are logged into that skill and not needed are “standing by.” CMS tracks this reserve agent “standby time” separately from the time that the reserve agent is actively working in the skill. Reserve agents’ standby time is not considered STAFFTIME for the skill. Only the time spent by reserve agents actively working in the overloaded skill is added to the skill’s STAFFTIME.

CMS Reserve Agent Work Time Tracking considers reserve agents staffed only when activated. You can assign reserve agents so that they can assist with skills that might become overloaded during peak times. Reserve skills can be assigned in addition to an agent’s standard skills or you can assign them to an agent who would not handle any calls unless contingency operations are in effect.

For best results in tracking the activities of agents with both standard skills and reserve skills, the standard skills should be administered first on the agent’s EAS login ID.

For more information about the Avaya Business Advocate Service Level Supervisor feature and required communication server administration for Reserve Agents, see the Avaya Business Advocate User Guide.