Avaya Communication Manager Administrator's Manual page 1036

Screen Reference
AGENT AND CALL SELECTION
ACW Agents Considered Idle
Valid entries
y/n
Auto Reserve Agents
When a critical skill is not meeting its service level, auto-reserve puts agents in standby for their
other skills to ensure that there is an available agent when the next call arrives for the critical
skill. When an agent becomes available, all of his or her assigned skills are checked to see if
any auto-reserve skills are not meeting their target service level. If so, the agent is made
available only in those skills.
Valid entries
all
none
secondary-only
Call Selection Measurement
This field determines how Avaya Communication Manager selects a call for an agent when the
agent becomes available and there are calls in queue.
For information on Business Advocate, please contact your Avaya representative or see the
Avaya Business Advocate User Guide, 07-300336.
Valid entries
current-wait-time
predicted-wait-time
.
1036 Administrator Guide for Avaya Communication Manager
Usage
Enter y to have agents who are in After Call Work included in the
Most-Idle Agent queue. This means that ACW is counted as idle time.
Enter n to exclude ACW agents from the queue.
Usage
Puts an agent on stand-by for all skills.
Agent is not on stand-by for any additional skills.
Puts an agent on stand-by only for secondary skills.
Usage
Current Wait Time selects the oldest call waiting for any of the
agent's skills.
Predicted Wait Time is a feature of Business Advocate.