Administration procedures
3.In the Group Type: field of the Hunt Group form, enter one of the following agent selection options:
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4.Press Enter to save your changes.
Administering Greatest Need
Greatest Need is a call selection method that selects a skill for an agent to serve based on the call at the highest priority whose Predicted Wait Time (PWT) or Current Wait Time (CWT) for a skill is the longest, or whose PWT or CWT is the highest relative to the administered service objective. See Selecting calls on page 21 for more information about how Greatest Need works.
This section includes the following topics:
●Where is Greatest Need administered? on page 93
●How to administer Greatest Need on page 93
Where is Greatest Need administered?
Initial administration for Greatest Need is completed on the Agent LoginID form. Changes involving existing agent login IDs can be made through CMS Supervisor or Avaya Call Management System (CMS). See Administering Business Advocate through CMS Supervisor on page 123 or the appropriate version of the Avaya CMS Administration document, for more information about agent administration for existing login IDs.
How to administer Greatest Need
To administer Greatest Need as a call handling preference for an agent:
1.At the command line prompt, enter: change
where xxxxx is the loginID for the agent whose assignment you want to administer.
2.Press Return.
3.In the Call Handling Preference field, enter:
Avaya Business Advocate User Guide | February 2006 93 |
