Business Advocate is a Call Center Elite feature that uses a patented routing algorithm to:

• Manage agents and call volumes.

• Meet service levels.

• Predict call wait time.

• Reduce agent burnout.

Business Advocate automates the activation of reserve agents to prevent overflow of calls in a queue.

Dynamic Advocate, which is a Business Advocate feature, automatically adjusts the overload threshold based on the service level requirements.

Business Advocate leverages the following features to balance business needs such as service levels, caller segmentation, and multiskilled agent management:

• Percent Allocation for call selection and Percent Allocation Distribution (PAD) for agent selection

• Predicted Wait Time (PWT), which is applicable during call surplus conditions, as a systemwide call selection measurement

• Service Level Supervisor (SLS) with Call Selection Override and Reserve Agent

• Service Objective (SO) by Skill or Vector Directory Number (VDN)

For more information, see Using Avaya Business Advocate on the Avaya Support website at http://support.avaya.com.