NEC 2400IMX system manual 90A MULTI-SPLIT Agent ACD, Seconds

MULTI-SPLIT AGENT - ACD

M-90A MULTI-SPLIT AGENT - ACD

GENERAL DESCRIPTION

This feature allows an individual agent to handle calls from a maximum of four (ACDP software R1 or R2)/ sixteen splits (ACDP software R3). The agent’s logon ID is programmed to specify whether the agent is permitted to handle calls from a single split (single-split mode) or from multiple splits (multi-split mode).

The agent’s logon ID is programmed to specify which splits the agent can service. The logon ID permits one to four/sixteen specific splits to be listed, or access to any split to be indicated. If specific splits are listed, then a priority (or preference level) is assigned to each split. There are 99 priority levels (1>99); splits can be assigned the same level.

An agent who is servicing multiple splits will have calls assigned based on a two-level algorithm. The first level of assignment is based on the priorities of the splits. Calls from the split with the highest priority will always be connected before calls from splits with lower priorities. The second level of assignment is the amount of time that the longest waiting call has been in queue. This level is only used if two or more splits have the same priority. If splits have the same priority, then the call with the longest time in queue will always be connected before calls that have spent less time in queue. The following examples, where an agent is servicing four queues, illustrate the two-level algorithm.

Table 5-3 Call Distribution Algorithm - I

SPLIT	PRIORITY	CALLS IN	LONGEST
NUMBER	LEVEL	QUEUE	WAITING CALL
1	1	1	15 seconds
2	2	4	45 seconds
3	2	7	20 seconds
4	3	3	50 seconds

In this case, the call in Split 1 will be connected to the agent. Split 1 has the highest priority of the splits that the agent is serving. Thus, the fact that Split 1 has the fewest calls and the call with the shortest time in queue is not a consideration.

Table 5-4 Call Distribution Algorithm - II

SPLIT	PRIORITY	CALLS IN	LONGEST
NUMBER	LEVEL	QUEUE	WAITING CALL
1	1	0
2	2	4	60 seconds
3	2	7	35 seconds
4	3	3	65 seconds

In this example, the next call that is connected to the agent will be the longest waiting call from Split 2. The split with the highest priority, Split 1, does not have any calls in queue. Split 2 and Split 3 have the same (and next highest) priority. Thus, the longest waiting call will be selected, and that call resides in Split 2 (60 seconds as opposed to 35 seconds).

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