Call Selection Override

Average Speed of

The average amount of time a caller waits in queue before connecting to an

Answer (ASA)

agent. ASA is usually an objective set by your contact center's management.

 

The ASA for a skill includes the time spent in queue and the time ringing an

 

agent. ASA for a VDN includes the time spent in vector processing, including

 

the time spent in queue and the time ringing an agent.

Best Service Routing

A feature that routes ACD calls to the resource best able to service each call.

(BSR)

BSR allows the switch to compare local and remote skills, identify the skill

 

that will provide the best service, and deliver the call to that resource. BSR is

 

part of the Avaya Virtual Routing product suite.

Calculation

A menu selection in the CMS Dictionary subsystem that gives the

 

abbreviated name (calculation name) for the calculation that generates the

 

data for a field in a report.

Call-based items

The category of database items in CMS that are committed to the database

 

after the call completes. If a call starts and ends in different intrahour

 

intervals, all of the call-based data is recorded in the interval in which the call

 

completed. Most database items are call based.

Call handling

Business Advocate agent call handling preference. Also known as a call

preference

selection method. Preferences include Skill Level, Greatest Need, and

 

Percent Allocation.

Call Management

An integrated analysis and reporting program that provides real-time and

System (CMS)

historical reports.

Call queue

An ordered list of calls per skill. The order can be based on queue priority

 

followed by time in queue; that is, a higher priority call is serviced before a

 

lower priority call regardless of time in queue.

Call selection

Selection of a call when an agent becomes available and one or more of the

 

agent’s assigned skills is in a call surplus condition.

Call selection

The measurement that is used in the call selection process if an agent’s call

measurement

handling preference is administered as either Skill Level or Greatest Need.

 

There are currently two call selection measurements, Current Wait Time and

 

Predicted Wait Time.

Call Selection

An option with Service Level Supervisor that alters how calls are selected

Override

when overload thresholds are exceeded for one or more of an agent’s skills.

 

If activated, when the threshold is exceeded calls are selected from skills that

 

are over threshold to the exclusion of calls that are under threshold.

Avaya Business Advocate User Guide

February 2006 143

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Avaya 3.1 manual Bsr