Call And Agent Selection - Avaya Communication Manager Contact Center Manual

Avaya Business Advocate (Category A only)

Call and agent selection

Call selection
Call selection methods are used when calls are in queue and an agent becomes available.
This is known as a call surplus condition. During such conditions, the communication
server considers the call selection method that is administered for the agent on the Agent
LoginID Form to determine which skill to serve. Once a skill is identified, the call at the
head of that queue is selected and delivered to the agent. Call selection is based on such
things as call handling preference, call selection measurement, and the use of service
objectives.
Agent selection
Agent selection methods are used when there are one or more available agents for an
incoming call. This is known as an agent surplus condition. Agent selection methods are
administered as a hunt group type for the skill. Advocate allows you to select agents
according to occupancy, idleness, individual skill level, and the percentage of time that you
want the agent to spend serving each skill.
Automated agent staffing adjustments
What are automated staffing adjustments?
Advocate provides you with options that automate staffing during contact center operation.
These methods simplify contact center management and eliminate the need for moving
agents from skill to skill to ensure coverage as call conditions change.
Advocate offers you the ability to assign reserve agents and set overload thresholds to
determine when those reserve agents will be engaged. The Dynamic Advocate feature,
known as Dynamic Threshold Adjustment, takes this a step further by automatically
adjusting the thresholds as needed to help maintain the service levels you defined.
The Dynamic Percentage Adjustment feature, gives you the ability to automate
adjustments to predefined allocations for your agents' time to maintain defined service
levels. Auto Reserve Agents, another feature that is new with R9, allows you to
intentionally leave an agent idle in a skill when the agent's adjusted work time has
exceeded the percentage that you administered for that skill.
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