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Automating agent moves to back up calls
Avaya Business Advocate User Guide February 2006
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Call selection override, which is active for the emergency hunt group, helps to ensure that calls
in this skill are answered quickly. When this skill exceeds its thresholds, agents are diverted
from their primary skills to assist. Additionally, Activate on Oldest Call Waiting causes the wait
time of the oldest call in queue for the emergency skill to be monitored every 5 seconds. If the
wait time of the oldest call exceeds either the overload 1 or overload 2 levels, reserve agents
become eligible. Since the call volumes of emergency skills tend to be fairly unpredictable, the
normal Expected Wait Time trigger for reserves is less accurate and therefore less effective in
activating reserves at the right times. With low thresholds and a check of the oldest call every 5
seconds, the activation of reserves is more reliable in this critical, but very unpredictable
situation.
Dynamic Threshold Adjustment automatically adjusts thresholds to help maintain service levels
for nonemergency skills. If, for example, there is an unusually high number of power outages
being reported as a result of a storm, the thresholds for Residential Accounts may be lowered to
engage reserves more quickly. Dynamic Threshold Adjustment will be off for emergency skills
because these overloads should never be adjusted upward.