Selecting calls
Avaya Business Advocate User Guide February 2006 31
In the following example, Service Objective is administered with Skill Level. All calls are queued
at the same priority. Which call is selected for the agent?
In this situation, the agent receives the call waiting in skill 1. Business Advocate identifies two
level-1 calls in queue and selects the call that has the highest ratio of PWT to administered
Service Objective (PWT/SO).
Percent Allocation
In the following example, Percent Allocation is administered for each of the agent’s three skills.
If the agent has already spent 45% of his time serving skill 1, 35% of his time serving skill 2, and
10% of his time serving skill 3, which of the queued calls is selected for him?
The agent has spent more time on skills 2 and 3 than the plan calls for. Therefore, he receives
the call in skill 1, since selecting this call minimizes the deviation between actual work time and
the target allocation.
Note:
Note: Neither PWT nor CWT is used in the call selection process when Percent
Allocation is administered for an agent.
Skill number Skill level Service objective PWT
1 1 20 45 seconds
2 1 45 90 seconds
3 2 20 50 seconds
Skill
number Targe t
allocations Actual work
time Adjusted work
time PWT
1 60% 45% 49% 45
seconds
2 30% 35% 40% 90
seconds
3 10% 10% 17% 50
seconds