adjusted EWT

Expected Wait Time (EWT) plus a user adjustment set by a consider command.

agent selection method

The method that Communication Manager uses to select an agent in a hunt group when more than one agent is available to receive the next call. Possible methods are:

• UCD-MIA

• UCD-LOA

• EAD-MIA

• EAD-LOA

The agent selection method is a property of hunt groups and is set in the Group-Type field on the Hunt Group screen.

Alternate Selection on BSR Ties

BSR compares splits or skills using a series of consider steps and selects the one that provides the best service to a call. When that comparison results in a tie, the Alternate Selection on BSR Ties determines how BSR chooses which agent, skill, or location to select.

application

A general term for a system in any call center that handles calls of a particular type. In relation to BSR, any specific implementation of multisite BSR.

application plan

Used only in multisite applications, the application plan identifies the remote switches that can be compared in consider series. The plan also specifies the information that is used to contact each switch and to interflow calls to it.

best

Includes the following conditions

• No agents available - When no agents are available in any of the specified splits or skills, the best resource is the one with the lowest adjusted EWT.

• Agent available in one resource - When an agent is available in one and only one of the splits or skills that are specified in a consider series, that agent is the best and the call is delivered to that agent. If the BSR Available Agent Strategy field is set to 1st-found, BSR ignores all subsequent steps in the consider series. If any other available agent strategy is used, all remaining resources are still checked before the call is delivered.

• Agents available in more than two resources - When agents are available in more than two splits or skills, the best agent is the one that best meets the criteria that are specified in the BSR Available Agent Strategy field. For example, if the available agent strategy is UCD-MIA, the best agent out of those available is the agent with the longest idle time.

Best Service Routing (BSR)

A feature that is based on Call Vectoring and routes ACD calls to the resource that is best able to service each call. BSR can be used on a single switch, or to integrate resources across a network of switches.

BSR available agent strategy

A field that appears on the VDN screen when either version of BSR is enabled. The entry in this field is a property of the VDN and its assigned vector. Possible entries are:

• 1st-found

• UCD-MIA

• UCD-LOA

• EAD-MIA

• EAD-LOA

When the VDN is the active VDN for a call, as determined by VDN Override, this field determines how BSR commands in the vector identify the best split or skill when several have available agents.

consider series

Consider commands are written in a sets. This set of consider commands is called a consider series. A consider series in a status poll vector can have just one consider step.

consider sequence

A consider sequence is a consider series plus a queue-to best, check-best, or reply-best step.

Expected Wait Time (EWT)

Expected Wait Time is an estimate of how long a call in the queue has to wait before being connected to an agent.

Intelligent polling

An automatic feature of BSR that significantly reduces the number of status polls that are executed. When a remote location cannot be the best resource at a given moment in time, the intelligent polling feature temporarily suppresses polls to that location.

interflow

The process of routing an incoming call to an external switch without answering the call at the origin switch.

poll suppression

A component of BSR intelligent polling that eliminates wasteful polling of remote locations which have returned poor adjusted EWTs.

resources

An agent, split, skill, or location

status poll

A call that is placed by a consider location vector command to obtain status data from a remote location in a multisite BSR application.