Business Advocate is an Avaya Aura® Call Center Elite feature that uses a patented routing algorithm to:
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)
Note:
Do not administer Business Advocate and Service Level Maximizer (SLM) on the same system as these two features are mutually exclusive.
