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ACD contact center features
The available agent adjustment applies to the UCD-MIA, UCD-LOA, EAD-MIA, and EAD-
LOA call distribution methods. For the most idle agent distribution methods, the adjust-by
lowers the idle time value returned by the agent/site. For the least occupied agent
distribution methods, the adjust-by raises the returned occupancy level of the agent/site. In
either case, with EAD, the MIA or LOA is used as a tie breaker if more than one site has an
agent available with the same highest skill level.
The same adjust-by value in the consider step applies to both agent surplus and call
surplus situations.
Vector commands for single-site BSR
The following table shows the vector commands and command elements used in single-
site BSR applications.
Vector commands and usage for single-site BSR
Commands and command elements
Commands
Key word
110 Communication Manager Guide to ACD Call Centers
consider split/skill
queue-to
check
best
Use this ...
to obtain the Expected Wait Time or agent data
needed to identify the best local resource. One
consider step must be written for each
split/skill you want to check.
with the best keyword to queue calls to the
best resource identified by the consider
sequence.
with the best keyword to queue calls to the
best resource identified by the consider
sequence if the resource meets certain
conditions.
in queue-to, check, and goto commands
that refer to the resource identified as best by a
series of consider steps
1
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