In an agent surplus situation when more than one agent is available to take incoming calls, BSR delivers a new call according to the BSR Available Agent Strategy field specified on the VDN screen. The best resource is the split or skill that meets one of the five criteria that you have defined by the strategy as the VDN BSR Available Agent Strategy. BSR can use any of the five strategies shown in the following table to select an agent when agents are available.
Field setting |
Call delivery |
1st-found |
The first available agent. BSR does not check any other resources as soon as BSR finds an available agent. |
ucd-mia |
The resource with a staffed agent who has been idle for the longest time. BSR compares all the splits or skills specified in the vector before delivering the call. |
ead-mia |
The resource with a staffed agent who has the highest (most primary) skill level that is relevant to the call and who has been idle the longest. BSR compares all the splits or skills specified in the vector before delivering the call. |
ucd-loa |
The resource with the least-occupied agent. BSR compares all the splits or skills specified in the vector before delivering the call. |
ead-loa |
The resource with an agent who has the highest (most primary) skill level that is relevant to the call and who is the least occupied. BSR compares all the splits or skills specified in the vector before delivering the call. |
When agents are available in more than one of the specified resources, BSR does not check resources whether local or remote that return an Expected Wait Time value as is the case in a call queue or call surplus situation, when selecting the best place to send the call.
Note:
With the exception of the 1st-found field setting, all other field settings must match the agent selection method used in the splits or skills checked by a BSR application.
