Business Advocate solution examples
60 Avaya Business Advocate User Guide February 2006
Many contact centers are responsible for a significant amount of their company’s revenue, and
most are seeking ways to increase that revenue. The following retail-based example shows one
of the many ways that Business Advocate can help increase a contact center’s revenue.
This solution includes:
●Predicted Wait Time (PWT)
●Service Level Supervisor
●Service Objective
●Greatest Need as the call selection method
●Universal Call Distribution-Least Occupied Agent (UCD-LOA) for agent selection
This section includes the following topics:
●Background information on page 60
●Agent assignment on page 61
●Agent selection on page 62
●Call selection on page 62
●Automated agent staffingon page 62
●Overload thresholds and service objectives on page 62
●Where administered? on page 63
●Results on page 64
●Measuring results on page 65
Background information
A catalog company that sells home furnishings and accessories is looking for ways to increase
sales by taking full advantage of every selling opportunity and making the best use of their
agent resources. The top agents are at a significantly higher pay rate than the new hires, so it is
important to make sure that the most experienced agents help those customers who spend a lot
and expect excellent service. The least experienced agents, on the other hand, take clearance
orders from customers who typically spend the least. As a result of their sales data and past
experience with customers, the company has identified most of their customers as one of four
types. Platinum customers spend the most and are most likely to purchase add-on merchandise
suggested by agents. Gold customers spend a fair amount, but typically purchase just the items
they called to order. Silver customers are known for purchasing only merchandise that has been
marked down for clearance. New and unknown customers form a fourth customer segment.