Selecting calls

Selecting calls

This section explains how Business Advocate selects calls for an agent and provides examples of call selection methods.

This section includes the following topics:

How call selection works on page 21

Call selection measurement on page 22

Call selection methods on page 23

Service Objective on page 24

Call Selection Override on page 25

Sending Direct Agent Calls first on page 26

Dynamic Queue Position on page 27

Call selection examples on page 29

How call selection works

When calls are in queue and an agent becomes available, the switch considers the call selection method that is administered for the agent to determine which skill to serve. These methods are administered as call handling preferences on the Agent LoginID form and they include Greatest Need, Skill Level, and Percent Allocation. Each of these methods is discussed later in this chapter. Once a skill is identified, the call at the head of that queue is selected and delivered to the agent.

This section includes the following topics:

Considerations for call selection on page 21

How calls are selected for an agent on page 22

Considerations for call selection

Business Advocate call selection methods take into account more than just traditional issues such as wait time and queue priority. They include:

Eventual caller wait time

Your service goals

Using each agent for maximum benefit

Avaya Business Advocate User Guide

February 2006 21

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Avaya 3.1 manual Selecting calls, How call selection works, Considerations for call selection