Every BSR application compares a set of predetermined resources, splits or skills, and selects the best resource to service the arriving ACD call.

In a call surplus situation when no agents are available, the best resource is always the skill with the lowest EWT. For the purpose of calculations, the best resource in a call surplus situation, with BSR, you can adjust the EWT figure for any split or skill. The actual EWT for calls in queue is not changed. Only the figure used in the calculations performed by the BSR feature is changed. You do not have to enter adjustments, but the ability to adjust the EWT for splits or skills allows you to program preferences in vectors. Because of agent expertise, for example, or the availability or cost of tie trunks, you can choose that some resources do not service a call unless doing so significantly decreases the time in queue for the call.

You can make adjustments to agent availability using the consider step.