Selecting calls
Call selection examples
The following examples show how the various types of call selection work. For these examples, assume that calls are in queue for three skills that an agent is eligible to serve. Each scenario is based on the same skills and call wait times so that you can more easily see the effects of call selection methods. The examples include the use of Greatest Need with and without Service Objective, Skill Level with and without Service Objective, and Percent Allocation, which is not used with Service Objective.
This section includes the following topics:
●Greatest Need without Service Objective on page 29
●Greatest Need with Service Objective on page 30
●Skill Level without Service Objective on page 30
●Skill Level with Service Objective on page 31
●Percent Allocation on page 31
Greatest Need without Service Objective
In the following example, Greatest Need is administered for each of the available agent’s skills. Service Objective is not activated for this agent, and Predicted Wait Time (PWT) is set at the system level. All calls are queued at the same priority. Which call is selected first when the agent becomes available?
Skill number | PWT |
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1 | 45 seconds |
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2 | 90 seconds |
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3 | 50 seconds |
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Using Greatest Need without Service Objective, the call in skill 2 is selected. This is because Greatest Need is administered in this situation, and calls are selected according to the highest Predicted Wait Time (PWT).
Avaya Business Advocate User Guide | February 2006 29 |
