Avaya Communication Manager Contact Center Manual page 146

ACD contact center features
Feature combinations to avoid
The PAD agent selection method should not be used with Greatest Need or Skill Level call
selection methods.
146 Communication Manager Guide to ACD Call Centers
Agent Selection Method
UCD-LOA
EAD-LOA
PAD
Recommended to work with
Greatest Need
Predicted Wait Time
Service Objective
Service Level Supervisor
Skill Level
Predicted Wait Time
Service Objective
Service Level Supervisor
Percent Allocation
Dynamic Percentage
Adjustment
Auto Reserve Agents
Service Level Supervisor