Agent Sizing adds an overriding capacity limit to the number of logged-in ACD agents. It can be used to limit the number of logged-in ACD agents to a number less than or equal to the
maximum supported by the system configuration.
The logged-in ACD agents limit applies to ACD agents in traditional or non-EAS ACD splits or in Expert Agent Selection (EAS) skills. Auto-Available split or skill (AAS) agent ports are logged in and counted when they are first assigned, while the non-AAS agents are counted when they actually log in. Each logged-in agent is counted as a single agent independent of the number of splits/skills logged in to for the Logged-in ACD agents limit. AAS and non-AAS agents are counted towards this limit whether they are BCMS/CMS measured or not.
ACD call center features
The Logged-in Advocate Agent Count feature
The Logged-in Advocate Agent Count feature counts the number of Avaya Business Advocate agents who are logged in at the call center. The feature bases the count on whether or not a logged-in agent has any Avaya Business Advocate features, except Predicted Wait Time, assigned or associated with the agent. With this feature, Advocate-counted agents are still counted as ACD agents.
Avaya Business Advocate licensing
When an agent logs in, the Logged-In Advocate Agents license setting is counted only if any of the following fields are set as described in the table.
The Service Objective field setting on the hunt group screen is not used for Avaya Business Advocate agent counting. Only agents whose Login ID screen have the Service Objective field set to y are counted. Skills with Least Occupied Agent assignments of type ucd-loa or ead-loa are not counted as Avaya Business Advocate agent types starting with Communication Manager Release 9.
The agent sizing license limit is administered by authorized Avaya personnel. The Logged-in ACD Agents option (and Logged-in Advocate Agent Count) on the System-Parameters Customer-Options screen are set by the loaded license file. The maximum number of allowed logged-in ACD and Avaya Business Advocate agents is set to correspond to the configuration you purchase.
Agent sizing when agents work in shifts
For agent sizing, if you have agents working in shifts, you should purchase enough agent
Screen Field Set to
Login ID for the agent Service Objective y
Call Handling Preference percent-allocation
Reserve Level 1 or 2
hunt group for the skill the agent logs into
Service Level Supervisor y
Group Type pad
Dynamic Queue Position y
Agent Call Handling
Limit considerations
In addition to the logged-in ACD agents limit, the number of agents supported is dependent on the upper limits that the system platform supports. The following limits must also be considered.
● Maximum Hunt Group members
- Non-ACD members include hunting groups with or without queues, message center service groups, messaging-system groups, and remote messaging-system groups.
Each line or port in a group is counted once when assigned.
- ACD members (also called agent-split pairs or agent-skill pairs with EAS). For agents in multiple splits/skills, each combination (pair) is counted as a member (e.g., an EAS agent logged into 4 skills or a non-EAS agent assigned to 4 splits counts as 4
members). Non-EAS ACD members are counted when assigned (note that many more splits can be assigned to an agent than can be logged into but each agent-split pair is still counted towards the limit). EAS ACD members are counted when they log in.
- Avaya Business Advocate Agents - Each logged-in Avaya Business Advocate agent is counted as both an ACD member and as an Avaya Business Advocate agent.
● Hunt Group members per group - Count of non-ACD or ACD members within a split or skill. Counting is done as above for maximum Hunt Group members.
● Additional traditional ACD (non-EAS) agents limits:
- Maximum logged-in agents system limit - Maximum splits an agent can log into
● Additional EAS limits:
- ACD members (skill pairs) administered - Limits skill assignments to agents (each AAS port is counted as one skill pair)
- Agent login IDs administered - Limits number of AAS ports and EAS agents that can be pre-assigned
- Agent login IDs logged-in (staffed) system limit - Upper limit on the number of EAS agents (and AAS ports) that can be logged-in simultaneously
- Skills per agent - The maximum number of skills a particular agent can be assigned
● Call Management System (CMS) logged in ACD members (agent-split or skill pairs) limits assigned. Both a Avaya setup and customer-administered limit is assigned in CMS. These limits are related to the CMS memory/hardware configuration equipped and are passed over the link to the communication server to reduce/set the externally measured logged-in ACD member component of the Hunt Group member limit to that supported by CMS.
● BCMS internally measured ACD agents system limit. Non-EAS ACD agents counted when assigned while EAS agents are counted when logged in.
ACD call center features
When the maximum number of ACD agents are logged in or any of the other above limits are reached, an agent who attempts to log in hears reorder tone or is otherwise denied log in. Also with EAS, an agent logging in may not have all the assigned skills logged in if the ACD member limit is reached.
The administrator of a non-EAS system can be blocked from adding agents to splits using the Hunt Group screen.
The administrator of an EAS system can be blocked from assigning additional login IDs or skills to an agent using the Login ID screen if the relevant system limits are reached.