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ACD contact center features
Best Service Routing (Category A only)
Best Service Routing (BSR) allows the communication server to compare specified
splits/skills, identify the split/skill that will provide the best service to a call, and deliver the
call to that resource. If no agents are currently available in that split/skill, the call is queued.
To respond to changing conditions and operate more efficiently, BSR monitors the status of
the specified resources and adjusts call processing and routing as appropriate.
BSR is available in single and multi-site versions. Single-site BSR compares splits/skills on
the local communication server to find the best resource to service a call. Multi-site BSR
extends this capability across a network of communication serveres, comparing local
splits/skills, remote splits/skills, or both, and routing calls to the resource that will provide
the best service.
Best Service Routing is summarized in this chapter. For complete information on how to
get the most from BSR, see "Best Service Routing" in the Avaya Communication Manager
Contact Center – Call Vectoring and EAS Guide, 555-233-517.
Benefits of BSR
Both single- and multi-site BSR intelligently compare specific resources to find the one that
can best service a call. In addition, multi-site BSR allows you to integrate a network of
contact centers for better load balancing and optimal agent utilization. Depending on your
specific application, BSR can yield a variety of other benefits:
You can benefit by...
Improved customer
satisfaction
Increased revenue
94 Communication Manager Guide to ACD Call Centers
As a result of...
Lower average speed of answer (ASA), thus more calls handled
Greater probability that expert agents will be available for a specific call
type (for centers with EAS)
Lower abandonment rate
By balancing the load between locations in a network, BSR reduces
extremes in wait times between the locations.
Lower average speed of answer (ASA), thus more calls handled
Lower abandonment rate
Lower network cost
Greater probability that high-revenue generating agents will be available
for a specific call type (for centers with Expert Agent Selection)
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