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Developing your strategy
Avaya Business Advocate User Guide February 2006
43
Developing your strategy
Business Advocate offers many features and feature combinations that can help you to meet
your business goals. This section provides you with information about which features work best
together and which combinations you might consider for your operation.
This section includes the following topics:
● Combining agent and call selection methods on page 43
● Different needs within a contact center on page 44
● Avaya support for Business Advocate on page 45
● Feature compatibility on page 45
Combining agent and call selection methods
Business Advocate provides a variety of features to help meet your business goals and to help
you manage your agent resources. The following table shows some of the ways that you can
combine call and agent selection methods to meet your company’s specific needs. See
Business Advocate solution examples
on page 49 for sample scenarios that use some of these
combinations.
If your goal is to . . . Then consider . . .
Maintain service levels while controlling the
time agents spend serving each of their skills
● Percent Allocation
● Dynamic Percentage Adjustment
● PAD
Maintain service levels using more or less
time from reserve resources to supplement
staffing as needed
● Greatest Need
● Service Level Supervisor
● Dynamic Threshold Adjustment
● UCD-LOA
Add customer segmentation with
differentiated levels of service while routing
all segments to the same skill to simplify
staffing
● Greatest Need
● Dynamic Queue Position
● UCD-LOA
Increase revenue by assigning agents their
best skills as primary skills and limiting the
use of reserve skills to eliminate long call
wait times
● Greatest Need
● Service Objective
● Service Level Supervisor
● UCD-LOA