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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 . . .
Maintain service levels while controlling the
time agents spend serving each of their skills
Maintain service levels using more or less time
from reserve resources to supplement staffing
as needed
Add customer segmentation with differentiated
levels of service while routing all segments to
the same skill to simplify staffing
Increase revenue by assigning agents their
best skills as primary skills and limiting the use
of reserve skills to eliminate long call wait times
Ensure that critical skills are covered,
regardless of caller wait time in other skills
Control the time your agents spend serving
their assigned skills while maintaining the
ability to change to meet service level
requirements for the center
Avaya Business Advocate (Category A only)
THEN consider . . .
Percent Allocation
Dynamic Percentage Adjustment
PAD
Greatest Need
Service Level Supervisor
Dynamic Threshold Adjustment
UCD-LOA
Greatest Need
Dynamic Queue Position
UCD-LOA
Greatest Need
Service Objective
Service Level Supervisor
UCD-LOA
Greatest Need
Service Level Supervisor
Call Selection Override
Oldest Call Waiting
UCD-LOA
Percent Allocation
Dynamic Percentage Adjustment
Call Selection Override
Service Level Supervisor
PAD
Issue 1.0 May 2003
143
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