Avaya Business Advocate is the collection of features that provide flexibility in how a call is selected for an agent in a call surplus situation and an agent is selected for a call in agent surplus situations. Instead of the traditional “first in, first out” approach, the needs of the caller, potential business value, and the desire to wait are calculated. The system then decides what agents should be matched to the callers.
The Avaya Business Advocate features include:
Auto reserve agents: With this feature, the Communication Manager can use the percent allocation distribution feature for agent skills.
Call selection override per skill: Call selection override is determined by skill. Call center supervisors can override the normal call handling activity on particular skills, or for the entire call center.
Dynamic percentage adjustment: With this feature, the Communication Manager can compare actual levels of service with service targets. The system can then adjust the service target so that the overall use of the skill is more efficient.
Dynamic queue position: With this feature, the Communication Manager can put calls from multiple vector directory numbers (VDNs) into a skill queue. This feature ensures balanced call handling across VDNs.
Dynamic threshold adjustment: With this feature, the Communication Manager can compare actual service levels with service targets and to adjust overload thresholds. This feature makes the use of overload agents more efficient.
Logged-in advocate agent counting: The logged-in advocate agent counting feature counts agents toward the advocate agent limit if a service objective, percent allocation, or a reserved skill is assigned to the agent login ID, or if one of the agent skills is assigned least occupied agent or service level supervisor.
Percent allocation distribution: With this feature, the Communication Manager can distribute calls to auto reserve agents by comparing a reserve agent work time in a skill with the target allocation for that skill.
Reserve agent time in queue activation: This feature activates a reserve agent if the expected wait time (EWT) exceeds a pre-determined threshold or if the call time in the queue exceeds the administered service level supervisor threshold.
