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Selecting calls
Avaya Business Advocate User Guide February 2006
21
Selecting calls
This section explains how Business Advocate selects calls for an agent and provides examples
of call selection methods.
This section includes the following topics:
● How call selection works on page 21
● Call selection measurement on page 22
● Call selection methods on page 23
● Service Objective on page 24
● Call Selection Override on page 25
● Sending Direct Agent Calls first on page 26
● Dynamic Queue Position on page 27
● Call selection examples on page 29
How call selection works
When calls are in queue and an agent becomes available, the switch considers the call
selection method that is administered for the agent to determine which skill to serve. These
methods are administered as call handling preferences on the Agent LoginID form and they
include Greatest Need, Skill Level, and Percent Allocation. Each of these methods is discussed
later in this chapter. Once a skill is identified, the call at the head of that queue is selected and
delivered to the agent.
This section includes the following topics:
● Considerations for call selection on page 21
● How calls are selected for an agent on page 22
Considerations for call selection
Business Advocate call selection methods take into account more than just traditional issues
such as wait time and queue priority. They include:
● Eventual caller wait time
● Your service goals
● Using each agent for maximum benefit