VDN-level decisions, Call Selection Measurement

Administering Business Advocate on Communication Manager

Call Selection Measurement

Call Selection Measurement: predicted-wait-time or current-wait-time - The Call

Selection Measurement: field applies only if you are using Greatest Need or Skill Level (not Percent Allocation) as a call selection method. Predicted-wait-timeis the recommended entry because it results in fewer calls with exceedingly long wait times and optimizes critical agent skill resources. It predicts how long a call will have to wait if the currently available agent does not answer the call. An entry of current-wait-timeselects calls based on their current wait time in queue.

Service Level Supervisor Call Selection Override

Service Level Supervisor Call Selection Override? y (yes) or n (no) - Call Selection Override works in conjunction with Service Level Supervisor to determine how calls are selected for agents when overload thresholds are exceeded. When this feature is administered, calls are selected from skills that are over threshold to the exclusion of skills that are under threshold. Additionally, calls that have exceeded the level 2 threshold are selected to the exclusion of calls that have exceeded the level 1 threshold.

This feature is administered at both the system level and skill level. While it must be activated separately for each skill (using the Hunt Group form), it can be turned on and off system wide through the Service Level Supervisor Call Selection Override? field on the System-Parameters Features form. This eliminates the need to turn it off for each individual skill. The default for this field on the Feature-Related System Parameters form is y, which enables the feature.

Auto Reserve Agents

Auto Reserve Agents: none, all, or secondary-only - The Auto Reserve Agents enhancement provides the ability to leave an agent idle even when one or more calls are in queue for one or more of the agent’s assigned skills. This decision is made using a comparison of the agent’s work time in the skill and the agent’s target allocation for the skill.

The default for this field is none. If all is entered, the agent is left idle if the agent’s work time in that skill exceeds the agent’s target allocation for that skill. If secondary-onlyis entered, this feature applies only to the agent’s nonprimary skills (skill levels 2 to 16).