Overview of Business Advocate

If your goal is to . . .

Then consider . . .

 

 

 

 

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

 

UCD-LOA

 

 

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

 

 

PAD

 

 

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

 

UCD-LOA or EAD-LOA

 

 

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

UCD-LOA or EAD-LOA

 

 

 

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

UCD-LOA

to address wait time problems

 

 

 

Spread calls more evenly among agents

Greatest Need

while delivering the right level of service to

Service Objective

each skill

UCD-LOA

 

 

 

Use agents in their most proficient skills

Skill Level

while minimizing the hot seat problem

EAD-LOA

 

 

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.

44 Avaya Business Advocate User Guide

February 2006

Page 44
Image 44
Avaya 3.1 manual Different needs within a contact center