Avaya Business Advocate (Category A only)
Issue 1.0 May 2003
143
Combining agent and call selection methods
Advocate provides a variety of features to help meet your business goals and to help you
manage your agent resources. The table below shows some of the ways you can combine
call and agent selection methods to meet your company’s specific needs.
IF your goal is to . . .
THEN consider . . .
Maintain service levels while controlling the
time agents spend serving each of their skills
●
Percent Allocation
●
Dynamic Percentage Adjustment
●
PAD
Maintain service levels using more or less time
from reserve resources to supplement staffing
as needed
●
Greatest Need
●
Service Level Supervisor
●
Dynamic Threshold Adjustment
●
UCD-LOA
Add customer segmentation with differentiated
levels of service while routing all segments to
the same skill to simplify staffing
●
Greatest Need
●
Dynamic Queue Position
●
UCD-LOA
Increase revenue by assigning agents their
best skills as primary skills and limiting the use
of reserve skills to eliminate long call wait times
●
Greatest Need
●
Service Objective
●
Service Level Supervisor
●
UCD-LOA
Ensure that critical skills are covered,
regardless of caller wait time in other skills
●
Greatest Need
●
Service Level Supervisor
●
Call Selection Override
●
Oldest Call Waiting
●
UCD-LOA
Control the time your agents spend serving
their assigned skills while maintaining the
ability to change to meet service level
requirements for the center
●
Percent Allocation
●
Dynamic Percentage Adjustment
●
Call Selection Override
●
Service Level Supervisor
●
PAD
