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Service Level Supervisor and reserve agents
Avaya Business Advocate User Guide February 2006
115
Service Level Supervisor and reserve agents
This section includes the following topics:
● Abandoned calls on page 115
● Agent work states on page 115
● Audix on page 115
● Auto available skills on page 116
● Location Preference Distribution on page 116
● Multiple call handling on page 116
● Multiple skill queuing on page 116
● Redirect on no answer (RONA) on page 116
Related topic
For an overview of Service Level Supervisor, see Service Level Supervisor on page 39.
Abandoned calls
An abandoned call can change the state of a skill that is over threshold. That is, an abandoned
call might cause a skill to drop from level 2 to level 1 or from level 1 to normal.
Agent work states
When an agent logs in, the agent’s state is AUX in a standard skill and in a reserve skill,
whether the skill is under threshold or over threshold.
When an agent becomes available, the agent’s state is AVAILABLE in a standard skill and in an
over-threshold reserve skill. In an under-threshold reserve skill, the agent’s state is OTHER.
Audix
An EAS AUDIX agent cannot be administered with a reserve skill.