
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
●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 |