Administering Advocate - Avaya Communication Manager Contact Center Manual

Administering Advocate

Based on the needs and challenges of your contact center, you will determine which
combination of call and agent selection will give you the best results and administer those
methods on the communication server. See the
section for information about these decisions.
You need to make several decisions about how to implement Advocate. Some of these
decisions affect your contact center system wide, while others affect particular Vector
Directory Numbers (VDNs), skills, or agents.
The following table lists the features that are available with Advocate and Dynamic
Advocate, the level of impact for implementing those features, and where the features are
administered on the communication server.
Required forms – Avaya Business Advocate
Feature
Least Occupied Agent:
LOA (Group Type)
ACW Considered Idle
Percent Allocation
:Percent Allocation (call handling
preference)
PAD (group type)
Expected Call Handling Time
Dynamic Percentage Adjustment
Service Level Target
ACW Considered Idle?
Auto Reserve Agents
Dynamic Queue Position
Dynamic Queue Position
Avaya Business Advocate (Category A only)
Call and agent selection
Decision Administered form
level
Skill Hunt Group form
System Feature-Related System
Parameters form
Agent Agent LoginID form
Skill Hunt Group form
Skill Hunt Group form
Skill Hunt Group form
Skill Hunt Group form
System Feature-Related System
Parameters form
System Feature-Related System
Parameters form
Skill Hunt Group form
on page 141
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