Avaya Business Advocate

최근 업데이트 : Aug 16, 2022 |

Avaya Business Advocate is available on Avaya communication servers. Avaya Business Advocate introduced database tracking items for CMS in the following areas:

  • Skill State — Skills can now be in one of four states (unknown, normal, overload 1 or overload 2), based on the EWT threshold. Time spent in each state except “unknown” is tracked in the split/skill tables. The state is unknown when the link is down, or the split is non-EAS, or when a new skill is added and the state message has not yet arrived.

  • Reserve Agent — Agents can have a skill level of Reserve 1 or Reserve 2 that corresponds to skill states overload 1 and overload 2. Only when the skill is in an overload state will the appropriate reserve agents serve that skill. These agents have a special agent “service” role.

  • Agent Counts — The number of agents that are in various states is stored in the split/skill tables by agent type. Reserve agents are stored in the R1xxx and R2xxx database items. Top agents are stored in the Txxx database items and flex agents are stored in Fxxx database items. Flex agents can have a role of roving, backup, or allocated.

  • Agent Time in Skill — Agents’ time spent logged into a skill, whether in the Available work mode, on an ACD call, or in the ACW work mode. Non-ACD time in standard skills is as follows: agents with the tracked skill as the top skill use 100%, whereas agents who are percent allocated use the same percentage for both ACD and non-ACD time. Backup, roving, or reserve agents track none of their non-ACD time toward this skill.

  • Agent Role — The ROLE database item in the agent tables describes how an agent participates in a skill. The agent’s role is based on both the agent’s skill level, from 1 to 16, and call handling preference, which is skill level, greatest need, or percent allocation. Agents with a reserve skill have a role of reserve. Non-EAS agents and agents with greatest need call handling preference have a role of roving. Top agents have a role of top. Skill level call handling preference agents who are neither top or reserve have a role of backup. Agents who are percent allocated have a role of allocated.

  • Reserve Agents ACD Calls — ACD calls that are received by Reserve 1 and Reserve 2 agents can be tracked by the ACDCALLS_R1 and ACDCALLS_R2 real-time and historical database items.

  • Reserve Agent Work Time Tracking - This feature provides real time and historical tracking of agents administered as Reserve Level 1 and Reserve Level 2. Reserve agents are eligible to take calls from a reserve skill only when that skill is in an overload state. Essentially, when the skill is not in an overload state, 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. Only the time spent by reserve agents actively working in the overloaded skill is added to the skill’s STAFFTIME.