Introduction to Business Advocate
Avaya Business Advocate User Guide February 2006 17
This section includes the following topics:
●What is Business Advocate? on page 17
●Business Advocate agent licensing on page 18
●Business Advocate methods versus traditional methods on page 18
●Combining methods to achieve wanted results on page 19
●Call and agent selection on page 19
●Automated agent staffing adjustmentson page 20
What is Business Advocate?
Business Advocate addresses these questions:
What should this agent do next? - Business Advocate answers this question each time an
agent becomes available and calls are waiting in queue. The term “should” is used deliberately
because it implies a consideration of trade-offs in the decision. With Business Advocate, the
answer to this question does not come from executing a set of preprogrammed directives such
as "take the highest priority, oldest waiting call." Such a fixed plan does not consider
consequences. Business Advocate, on the other hand, understands the consequences of the
decisions it makes and the business objectives for each type of call.
Which agent should take this call?- Business Advocate answers this question when a call
arrives and there are available agents waiting for calls. Business Advocate can make this
decision so that workloads are distributed fairly across agents, to eliminate hot seats. Business
Advocate can also promote fairer opportunities for compensation by delivering a certain
predetermined mix of calls to agents.
Does the center need to adjust its operations to bring performance back to the wanted
level? - Business Advocate continuously evaluates the contact center's performance to
determine what the center needs to adjust to bring performance back to the wanted level.
Business Advocate responds, down to the levels of an individual caller, when it detects that
agent resources should be used differently to prevent a caller's wait times from being too high or
to accomplish service level goals more consistently.