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Work time and occupancy
Avaya Business Advocate User Guide February 2006
119
Call Coverage
All time with one or more ACD calls ringing is included in the calculation of an agent’s work time
and occupancy. This includes calls that are later redirected as a result of the Call Coverage
feature.
Call Forwarding
All time with one or more ACD calls ringing is included in the calculation of an agent’s work time
and occupancy. This includes calls that are later redirected as a result of the Call Forwarding
feature.
Call Park
After a call is parked by an agent, the call does not affect that agent’s work time or occupancy.
Call Pickup
All time with one or more ACD calls ringing is included in the calculation of an agent’s work time
and occupancy. This includes calls that are later redirected as a result of the Call Pickup
feature.
Conference or transfer
All time with one or more ACD calls on hold as a result of initiating a conference or transfer is
included in the calculation of an agent’s work time and occupancy.