Overview of Business Advocate

Maintain percent in service level targets for skills by activating reserve agents earlier or later. The Dynamic Threshhold Adjustment feature automatically adjusts the thresholds that control the activation of reserve agents.

Establish allocation targets for how much time each agent should spend in each skill. Use the Dynamic Percentage Adjustment option to automatically shift allocations as needed to meet percent in service level targets as contact center conditions change.

Use the Auto Reserve Agents feature to intentionally leave an agent idle, even if a call is waiting, if her time in that skill is over target. This allows you to make agent resources available for other skills.

Eliminate “hot seats” and distribute calls more fairly across the agents in a center by using:

-The familiar Least Occupied Agent (LOA) method for call selection. This will make total workloads as fair as possible.

-The familiar Reserve agents capability of Service Level Supervisor to move very busy agents out of some skills full-time and into reserve capacity, generally reducing their work loads.

-The enhanced Percent Allocation methods to give each agent a fair portion of each type of skill, in cases where agent compensation or rewards are tied to contribution at the skill level.

16 Avaya Business Advocate User Guide

February 2006

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Avaya 3.1 manual Overview of Business Advocate