Overview of Business Advocate
30 Avaya Business Advocate User Guide February 2006
Greatest Need with Service Objective
In the following example, service objectives were added to call selection for each skill by
administering Service Objective. All calls are queued at the same priority. Which call is selected
first if calls are queued for an agent who is eligible to serve all three skills?
In this situation, the call in skill 3 is selected because it is at the highest percentage (250%) of
the 20-second service objective for that skill. Remember that the ratio used with Service
Objective is PWT/SO. The 90-second call, in this case, with a service level of 45 seconds, is
only at 200% of the service objective and therefore is not selected.
Skill Level without Service Objective
In the following example, the Skill Level call handling preference is set for the agent’s three
skills. Service Objective is not set for this agent. All calls are queued at the same priority. Which
call does the agent receive in this situation?
In this situation, the 90-second call in skill 2 is selected because it is the oldest call in the
agent’s highest level skill.
Skill number Service objective PWT
1 20 seconds 45 seconds
2 45 seconds 90 seconds
3 20 seconds 50 seconds
Skill number Skill level PWT
1 1 45 seconds
2 1 90 seconds
3 4 50 seconds