Overview of Business Advocate
If your goal is to . . . | Then consider . . . | |
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Ensure that critical skills are covered, | ● Greatest Need | |
regardless of caller wait time in other skills | ● Service Level Supervisor | |
| ● Call Selection Override | |
| ● Activate on Oldest Call Waiting | |
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Control the time your agents spend serving | ● Percent Allocation | |
their assigned skills while maintaining | ● Dynamic Percentage Adjustment | |
flexibility in order to meet service level | ● Call Selection Override | |
requirements for the contact center | ||
● Service Level Supervisor | ||
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| ● PAD | |
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Automate agent staffing to activate back up | ● Greatest Need or Skill Level | |
agents a little sooner or a little later to meet | ● Service Level Supervisor | |
service level goals | ● Dynamic Threshold Adjustment | |
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Minimize the complexity of differentiating | ● Greatest Need or Skill Level | |
service levels for different types of calls that | ● Dynamic Queue Position | |
require similar agent abilities | ● | |
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Maximize the amount of time that agents | ● Greatest Need | |
spend in high contribution roles while limiting | ● Service Objective | |
the amount of time using lesser skills in order | ● | |
to address wait time problems | ||
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Spread calls more evenly among agents | ● Greatest Need | |
while delivering the right level of service to | ● Service Objective | |
each skill | ● | |
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Use agents in their most proficient skills | ● Skill Level | |
while minimizing the hot seat problem | ● | |
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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,
44 Avaya Business Advocate User Guide | February 2006 |