Direct Agent Calls

Direct Agent Calls

This section includes the following topics:

Skill Level on page 109

Percent Allocation on page 109

Service Level Supervisor on page 109

Least Occupied Agent on page 110

Skill Level

Agents receive Direct Agent Calls before other ACD calls in most situations. However, Direct Agent Calls are not received first if:

An agent’s call handling preference is Skill Level, a skill is administered for Direct Agent Calls, and this skill is assigned a lower-level skill than any other skill

An agent’s call handling preference is Percent Allocation and the Direct Agent Calls First? option is not set

Percent Allocation

The Percent Allocation call selection method affects the handling of direct agent calls. If the Direct Agent Calls First? option is set, an agent receives Direct Agent Calls before any other ACD calls. If the Direct Agent Calls First? option is not set, an agent receives Direct Agent Calls only when the direct agent skill is the best percentage match. Time on direct agent calls counts as work time for the direct agent skill.

Service Level Supervisor

Agents who have only reserve skills cannot receive Direct Agent Calls. Callers hear an intercept tone when the call is received. If you have agents who are only assigned reserve skills and you want them to be able to receive direct agent calls, you must assign them to a direct agent skill as standard agents.

Avaya Business Advocate User Guide

February 2006 109

Page 109
Image 109
Avaya 3.1 manual Direct Agent Calls, Skill Level, Percent Allocation