Hello,
I've been given an established system and one of my tasks is to try to optimize it. I discovered that we are running "Advocate", so I went through a few Avaya Documents and gleaned that Advocate looks at the agents settings in CMS Supervisor, and the SLAs on the skills, to determine what it should focus on.
For example, there are three queues with different SLAs that all the agents are plugged into with Agent Administration (all skills currently are set at the same level). "Call handling preferences" is selected as "Greatest Need" with the "Service Objective" box checked.
It was my understanding that Advocate will read these settings and, based on factors like how many calls have already come into the queue, try to serve calls from each one of the queues to try to keep them under the service level.
Example, Queue A has a 1 minute SLA, Queue B has a 4 minute SLA, so even though a call might have been sitting in Queue B for 2 minutes before a new call comes into Queue A, the Queue A call will likely be answered first (assuming all other factors are equal).
This is what I've been running with - but I was recently told that there is another tool or system besides Agent Administration and Call Center Administrator that I need to go into to configure Advocate... if there is, no one is sure what it is, or how to get to it.
Is my original approach correct? Or is there more I need to do for Advocate to start learning?
Next part - if my approach is correct, will changing the Level assigned to the queues in Agent Administration help Advocate "understand" priorities, or could it break things? For example, Queue C is "at the bottom of the barrel" as far as SLAs go (by a wide margin), however, daily reports show that Queue B and Queue C track very closely throughout the day as far as ASA, usually only about one minute apart, even though the SLA gap is over 10 minutes.
I'm just trying to find a way to get Advocate to understand it can "de-prioritize" Queue C further, to give better service to Queue's A and B, but still try to get it to stay within SLA (just closer to the edge of it).
Thank you all - and sorry for the long post, I felt more information was better than too little!
I've been given an established system and one of my tasks is to try to optimize it. I discovered that we are running "Advocate", so I went through a few Avaya Documents and gleaned that Advocate looks at the agents settings in CMS Supervisor, and the SLAs on the skills, to determine what it should focus on.
For example, there are three queues with different SLAs that all the agents are plugged into with Agent Administration (all skills currently are set at the same level). "Call handling preferences" is selected as "Greatest Need" with the "Service Objective" box checked.
It was my understanding that Advocate will read these settings and, based on factors like how many calls have already come into the queue, try to serve calls from each one of the queues to try to keep them under the service level.
Example, Queue A has a 1 minute SLA, Queue B has a 4 minute SLA, so even though a call might have been sitting in Queue B for 2 minutes before a new call comes into Queue A, the Queue A call will likely be answered first (assuming all other factors are equal).
This is what I've been running with - but I was recently told that there is another tool or system besides Agent Administration and Call Center Administrator that I need to go into to configure Advocate... if there is, no one is sure what it is, or how to get to it.
Is my original approach correct? Or is there more I need to do for Advocate to start learning?
Next part - if my approach is correct, will changing the Level assigned to the queues in Agent Administration help Advocate "understand" priorities, or could it break things? For example, Queue C is "at the bottom of the barrel" as far as SLAs go (by a wide margin), however, daily reports show that Queue B and Queue C track very closely throughout the day as far as ASA, usually only about one minute apart, even though the SLA gap is over 10 minutes.
I'm just trying to find a way to get Advocate to understand it can "de-prioritize" Queue C further, to give better service to Queue's A and B, but still try to get it to stay within SLA (just closer to the edge of it).
Thank you all - and sorry for the long post, I felt more information was better than too little!
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