Description

Avaya Business Advocate is a customer experience monitoring and optimization solution designed for call center managers. It enables users to align service with customer expectations, define service levels at the Vector Directory Number (VDN) level and route the calls, optimize percent in service level targets, select agents according to occupancy, idleness and skill level, automate modifications to predefined allocations for agents, as well as activate an agent trace to receive list trace advocate information. Features include auxiliary work (AUX) support, service routing optimization, call preference management, call vectoring capability, Dialed Number Identification Service (DNIS) support, and Uniform Call Distribution (UCD) support.