Best Service Routing using Expected Wait Time and agent adjustments

Last Updated : Aug 26, 2020 |
Prolog information
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Keywords:
A catalog company has three call centers, two in the United States and one in France. Best Service Routing (BSR) is implemented across the sites. The catalog company uses the UCD-MIA call distribution method at each site and uses the UCD-MIA available agent strategy for the VDN that is active for the call. The catalog company uses the adjust-by parameter in the consider vector step to select the best agent at any site.
The catalog company uses the adjust-by parameter for call delivery based on the adjusted idle time for the agents, so that a remote site is not selected when agent idle time difference is not significant.
To activate BSR Available Agent Adjustments, set the Available Agent Adjustments for BSR field on the Feature-Related System Parameters screen to y.
To use BSR Available Agent Adjustments, you must change the adjust-by value in the consider vector steps to include a percentage adjustment appropriate for each call center. In this example, adjust-by values are defined as 0 for the first call center, 20 percent for the second call center, and 20 percent for the third call center. The adjustment applies if there is an agent surplus at more than two call centers.
Note:
If the agent idle time is more than 100 seconds, the idle time is decreased by the assigned percentage. If the agent idle time is less than 100 seconds, the idle time is decreased by the adjustment in seconds.
The following table summarizes how the adjustment affects the idle times for each site.
Idle time adjustment calculations
Location
Agent idle time
(secs)
Adjust by xx percentage
Calculation
Adjusted idle time
(secs)
Incoming split 1 at location 1
40
0 (Since the adjust-by parameter in the consider step is set to zero, no adjustment is made.)
0
40
Location 2
50
20
50 - 20
30
Location 3
100
20
100 - 20 (20 percent of 100)
80
The agent idle time at location 2 is less than 100 hence, the adjusted idle time is the difference between the two numbers. The agent idle time for location 3 is 100 hence, the adjusted idle time is reduced by 20 percent.