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Overview of Business Advocate
38 Avaya Business Advocate User Guide February 2006
Call selection during call surplus
The following table shows what happens during call surplus conditions, according to the call
selection methods that are administered on the switch.
Agent selection during agent surplus
The following table shows what happens during agent surplus conditions, according to the
agent selection method that is administered.
If calls are waiting when an agent
becomes available and the agent’s
selection method is . . .
Then the switch takes the highest priority
call . . .
Skill Level without Service Objective with the highest skill level and the longest CWT or
PWT
Skill Level with Service Objective with the highest skill level and the highest ratio of
CWT/SO or PWT/SO
Greatest Need without Service
Objective
with the longest CWT or PWT
Greatest Need with Service Objective with the highest ratio of CWT/SO or PWT/SO
Percent Allocation that is the oldest call waiting that best maintains
the administered target allocations for all skills
When agents are available, a call
arrives, and the agent selection
method is . . .
Then the switch selects the . . .
EAD-MIA highest skill level, most idle agent
UCD-MIA most idle agent, without regard to
skill level
EAD-LOA highest skill level agent with the
lowest occupancy
UCD-LOA least occupied agent, without regard
to skill level
PAD agent with the lowest ratio of
adjusted work time and target
allocation for the skill