How BSR determines the best resource

Last Updated : Sep 08, 2012 |

BSR determines the best resource to service a call by examining one or all of the following variables:

  • The Expected Wait Time (EWT) of the resource

  • Any user adjustments

  • The availability of agents

  • The selection strategy for the active Vector Directory Number (VDN)

Note:

The BSR available agent strategy that applies to a given call is the strategy that is assigned to the active VDN for that call, as determined by VDN override.