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Avaya / Lucent
Jamie,
It's been a while since I've used BCMS....unfotunately the system typically presents an accurate picture.
Your probably way ahead of me on this one and have already checked the common causes for changes in service levels. Typically the quick check list would include has your incoming call pattern changed? Is there a typical half hour or series of half hours that are causing the problem that requires schedule adjustments? Has the average call legnth changed? Has the agent availibility changed?
I'd suggest your Avaya service/account rep should be able to answer your BCMS questions.
Bob
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