Avaya 3.1 manual Sending Direct Agent Calls first, Call Selection Override example

Overview of Business Advocate

Call Selection Override example

The table below shows that calls are waiting in three of an agent’s assigned skills. All calls have been queued at the same priority. With Call Selection Override turned on, which call does he receive?

Skill	Skill level	Overload	Predicted wait
		threshold	time
A	1	20	5 seconds
B	1	20	10 seconds
C	2	20	40 seconds

The agent receives the call from skill C because skill C is in an over-threshold state and Call Selection Override selects calls from over-threshold skills first. If Call Selection Override is not turned on, the agent receives the call from skill B, for which he has the highest assigned skill level and which has the longest predicted wait time.

Note:

If Percent Allocation is used, the only way a call is selected based on the threshold is if Call Selection Override is on. If Call Selection Override is off, the threshold is ignored.

Sending Direct Agent Calls first

Although the Direct Agent Calls feature is not a call selection method, it is important to note that you have the ability to send Direct Agent Calls to an agent first, before other ACD calls. This is helpful when you want to be sure that the same agent is available to serve a follow-up call or a repeat customer. You can choose to select Direct Agent Calls first, regardless of the call handling preference that is administered.

The following table shows how Direct Agent Calls work with the different call handling preferences.

If the call handling preference is . . .

Then Direct Agent Calls are sent first . . .

Greatest Need

to an agent.

26 Avaya Business Advocate User Guide February 2006