Selecting calls
Avaya Business Advocate User Guide February 2006 27
Note:
Note: This information also applies for skills that are in an overload condition. Direct
Agent Calls are sent to an agent first, before any calls from an over-threshold
skill.
Dynamic Queue Position
This section includes the following topics:
●What is Dynamic Queue Position? on page 27
●How does Dynamic Queue Position work? on page 28
●Dynamic Queue Position example on page 28

What is Dynamic Queue Position?

A feature called Dynamic Queue Position gives you the ability to queue calls from multiple
Vector Directory Numbers (VDNs) to a single skill, while maintaining different service objectives
for those VDNs. Newly arriving calls are inserted in queue based on a comparison of ratios of
estimated times in queue for new calls and for calls already in queue, the administered service
objectives for the originating VDNs.
Skill Level to an agent if the Direct Agent skill has
the highest assigned skill level.
Percent Allocation to an agent if y was entered in the
Direct Agent Calls First? field
on the Agent LoginID form (or if the
yes checkbox was selected using the
Change Agent Skills form in CMS
Supervisor)
If the call handling preference is . . . Then Direct Agent Calls are sent
first . . .