Avaya IP Office Platform Advanced Implementation — Question 25

A customer with multiple locations wants to effectively balance the call load among agents at the various sites.
Which call center feature can provide this capability?

Answer options

• A. Network Call Redirection (NCR)
• B. Best service Routing (BSR)
• C. Least Occupied Agent (LOA)
• D. Business Advocate (BA)

Correct answer: B

Explanation

The Best service Routing (BSR) feature optimizes call distribution by directing calls to the most suitable agents based on various criteria, thus efficiently balancing the load. The other options, such as Network Call Redirection (NCR) and Least Occupied Agent (LOA), do not specifically address the need for effective load balancing among multiple locations, while Business Advocate (BA) focuses more on customer engagement than call distribution.