Instruction manual

Call center
555-233-76760 Issue 4 May 2003
■ Historical reports, such as:
— Agent
— Agent summary
—Split
— Split summary
— Trunk group
— Vector directory number
Avaya Business Advocate
Avaya Business Advocate is the collection of features that provide flexibility in
the way a call is selected for an agent in a call surplus situation, and in the way an
agent is selected for a call. Instead of the traditional “first in, first out” approach,
the caller’s needs, potential business value, and their desire to wait are calculated,
and the system then decides what agents should be matched to the callers.
Advocate-related enhancements
Auto reserve agents
Auto reserve agents allows the system to 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 either on particular skills only, or for the entire
call center.
Dynamic percentage adjustment
The dynamic percentage adjustment feature allows the system to 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
Dynamic queue position allows the system to put calls from multiple vector
directory numbers (VDNs) into a skill queue. The calculation is based on the ratio
of ASA for the VDNs being equal to the ratio of service objectives for the VDNs.
This feature ensures balanced call handling across VDNs.