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BSR can use any of the five strategies shown in the table below to select an agent when
agents are available.
BSR available agent strategies
If BSR Available
Agent Strategy is
set to...
1st-found
ucd-mia
ead-mia
ucd-loa
ead-loa
When agents are available in one or more of the specified resources, BSR does not
consider resources (local or remote) that return an EWT (call queue/call surplus situation)
in selecting the best place to send the call.
Note:
The BSR Available Agent Strategy assigned to a VDN should match the
Note:
agent selection method used in the splits/skills considered by a BSR
application.
The BSR adjust-by value can be used in the agent surplus (agents available) situation.
This adjustment provides the ability to use the consider step adjustment value to
prioritize (handicap) agent resources when agents are available.
When the adjustment is used, the consider step uses the following syntax:
consider split/location adjust-by x
The communication server applies the agent adjustment in the same manner as the calls
in queue/call surplus (lowest EWT) situation.
To select an adjustment, think in terms of reducing the importance of a resource/site and in
relative percentage — the higher the adjustment, the less desirable it is to pick that
agent/site. So, if x = 30, then the agent/site is 30% less desirable.
The call will be delivered to...
The first available agent. BSR will not consider any other resources
as soon as it finds an available agent.
The resource with an agent who has been idle the longest. BSR
will compare all the splits/skills specified in the vector before
delivering the call.
The resource with an agent with the highest skill level relevant to
the call who has been idle the longest. BSR will compare all the
splits/skills specified in the vector before delivering the call.
The resource with an least-occupied agent. BSR will compare all
the splits/skills specified in the vector before delivering the call.
The resource with an agent with the highest skill level relevant to
the call who is the least occupied. BSR will compare all the
splits/skills specified in the vector before delivering the call.
BSR Detailed description
Issue 1.0 May 2003
109
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