Filter
Top Products
Increasing revenue
Avaya Business Advocate User Guide February 2006
65
Measuring results
The following table shows some of the reports and some of the database items that you can
review to determine the effectiveness of this solution.
If you want to check . . . And determine . . . Use this report
● Average Speed of
Answer
● Average Abandon Time
● Average ACD Time
● Maximum delay
How each skill is
performing:
● How quickly calls are
being answered
● When customers are
abandoning
● Average talk time
Real-Time Split/Skill
Graphical Status report
Percent of time a skill was
in each overload condition
How often overload
thresholds are being
exceeded. If skills spend
too much time in overload,
it is generally a good
indication that more primary
agents are needed for the
skill.
Historical Graphical Skill
Overload report
Activation of reserve agents
● How many calls are
being answered by
reserve 1 and reserve 2
agents. The more often
calls are served by
reserve agents, the less
often the optimal or focus
agent is taking the call.
● Whether average talk
time increases
significantly when
reserve agents serve
calls.
Custom Report