Filter
Top Products
Overview of Business Advocate
44 Avaya Business Advocate User Guide February 2006
Different needs within a contact center
You may find that one Business Advocate solution does not fit for your entire organization. Your
contact center may have different needs within particular areas or departments; Business
Advocate may help you meet varying needs. A sales department, for example, may choose to
use Dynamic Queue Position to create differentiation among various types of customers without
creating a different skill for each type of sales call. A service department, on the other hand,
may be more interested in working toward similar goals for each technical support skill, while
eliminating the “hot seats” often experienced by well trained, multi-skilled agents.
Ensure that critical skills are covered,
regardless of caller wait time in other skills
● Greatest Need
● Service Level Supervisor
● Call Selection Override
● Activate on Oldest Call Waiting
● UCD-LOA
Control the time your agents spend serving
their assigned skills while maintaining
flexibility in order to meet service level
requirements for the contact center
● Percent Allocation
● Dynamic Percentage Adjustment
● Call Selection Override
● Service Level Supervisor
● PAD
Automate agent staffing to activate back up
agents a little sooner or a little later to meet
service level goals
● Greatest Need or Skill Level
● Service Level Supervisor
● Dynamic Threshold Adjustment
● UCD-LOA or EAD-LOA
Minimize the complexity of differentiating
service levels for different types of calls that
require similar agent abilities
● Greatest Need or Skill Level
● Dynamic Queue Position
● UCD-LOA or EAD-LOA
Maximize the amount of time that agents
spend in high contribution roles while limiting
the amount of time using lesser skills in order
to address wait time problems
● Greatest Need
● Service Objective
● UCD-LOA
Spread calls more evenly among agents
while delivering the right level of service to
each skill
● Greatest Need
● Service Objective
● UCD-LOA
Use agents in their most proficient skills
while minimizing the hot seat problem
● Skill Level
● EAD-LOA
If your goal is to . . . Then consider . . .