With Best Service Routing (BSR), Communication Manager uses a series of consider steps to compare splits or skills and to select the split or skill that can provide the best service to a call. When that comparison results in a tie, that is, the results are equal in value, Communication Manager uses Alternate Selection on BSR Ties to select an agent, skill, or location.
Communication Manager uses Alternate Selection on BSR Ties to select between the following:
Skills or locations with the same Expected Wait Time (EWT).
Available agents that are weighted with the same criteria, that is, the most idle agent or the least occupied agent, in a consider series designed to search for the best skill or best location.
Administer BSR Tie Strategy for the system or for each Vector Directory Number (VDN). Communication Manager uses each consider skill/location step to compare the current best choice with the previous consider step to the value obtained from the current consider step.
If BSR Tie Strategy on the active VDN for the call is 1st-found, Communication Manager stops processing consider steps when Communication Manager finds an available agent at a consider step. Alternate Selection on BSR Ties is inapplicable in such cases.
