Call Selection Override
Avaya Business Advocate User Guide February 2006 143
Average Speed of
Answer (ASA) The average amount of time a caller waits in queue before connecting to an
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
(BSR) A feature that routes ACD calls to the resource best able to service each call.
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
preference Business Advocate agent call handling preference. Also known as a call
selection method. Preferences include Skill Level, Greatest Need, and
Percent Allocation.
Call Management
System (CMS) An integrated analysis and reporting program that provides real-time and
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
measurement The measurement that is used in the call selection process if an agent’s call
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
Override An option with Service Level Supervisor that alters how calls are selected
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.