Filter
Top Products
Overview of Business Advocate
46 Avaya Business Advocate User Guide February 2006
Call selection methods (call handling preferences)
The following table shows the features that work effectively with the various Business Advocate
call selection methods.
Agent selection methods (hunt group types)
The following table shows which features work with the various agent selection methods.
Call selection method Recommended to work with
Greatest Need
● Predicted Wait Time
● Service Objective
● Service Level Supervisor
● UCD-MIA
● UCD-LOA
Skill Level
● Predicted Wait Time
● Service Objective
● Service Level Supervisor
● EAD-MIA
● EAD-LOA
Percent Allocation
● Dynamic Percentage Adjustment
● Auto Reserve Agents
● Service Level Supervisor
● PAD
Agent selection Method Recommended to work with
UCD-MIA
● Greatest Need
● Predicted Wait Time
● Service Objective
● Service Level Supervisor
EAD-MIA
● Skill Level
● Predicted Wait Time
● Service Objective
● Service Level Supervisor
UCD-LOA
● Greatest Need
● Predicted Wait Time
● Service Objective
● Service Level Supervisor3