Administer Business Advocate through one of the following:
Note:
Do not administer Business Advocate and Service Level Maximizer (SLM) on the same system as these two features are mutually exclusive.
The following table lists the tasks that you can perform through Communication Manager and CMS Supervisor.
Administration tasks |
Communication Manager |
CMS Supervisor |
Activating Service Objective (SO) by agent. |
Yes |
Yes |
Adding or deleting skills per agent. |
Yes |
Yes |
Administering call handling preference. |
Yes |
Yes |
Administering call selection measurement. |
Yes |
No |
Administering Dynamic Queue Position (DQP). |
Yes |
No |
Administering hunt group types. |
Yes |
No |
Administering Service Level Supervisor (SLS). |
Yes |
No |
Administering SO by skill. |
Yes |
No |
Assigning reserve agents. |
Yes |
Yes |
Creating agent login IDs. |
Yes |
No |
Creating hunt groups. |
Yes |
No |
Including After Call Work (ACW) in Least Occupied Agent (LOA) calculations. |
Yes |
No |
Viewing or changing agent skills. |
Yes |
Yes |
