Avaya Communication Manager Contact Center Manual page 144

ACD contact center features
IF your goal is to . . .
Automate agent staffing to activate back up
agents a little sooner or a little later to meet
service level goals
Minimize the complexity of differentiating
service levels for different types of calls that
require similar agent abilities
Maximize the amount of time that agents spend
in high contribution roles while limiting their use
of lesser skills to address wait time problems
Spread calls more evenly among agents while
delivering the right level of service to each skill
Use agents in their most proficient skills while
minimizing the hot seat problem to some extent
Different needs within a contact center
You may find that one Advocate solution does not fit for your entire organization. Your
contact center may have different needs within particular areas or departments, and
Advocate can help to meet these varying needs. A sales department, for example, may
choose to use Dynamic Queue Position to create differentiation among various types of
customer 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 the well trained,
multiskilled agents.
Avaya offers a subscription service for Advocate customers that provides access to skilled
consultants with expertise in understanding how Advocate helps to solve business
problems. For more information, please contact your Avaya Account Executive or CRM
Opportunity Management at 1-877-9-CRMOMC (1-877-927-6662).
Feature compatibility
It is important to choose the right combination of features to meet your organization's
needs and ensure that Advocate is set up to work most effectively. This section
summarizes the features that provide the best results when used together and also lists
those that are not designed to work together.
144 Communication Manager Guide to ACD Call Centers
THEN consider . . .
Greatest Need or Skill Level
Service Level Supervisor
Dynamic Threshold Adjustment
UCD-LOA or EAD-LOA
Greatest Need or Skill Level
Dynamic Queue Position
UCD-LOA or EAD-LOA
Greatest Need
Service Objective
UCD-LOA
Greatest Need
Service Objective
UCD-LOA
Skill Level
EAD-LOA