With Maximum Agent Occupancy (MAO), you can determine the total percentage of time that agents must spend on calls. Use the MAO feature to provide short breaks from work for agents with high occupancy rates. For example, agents with highest skill levels or single-skill Service Level Maximizer (SLM) agents.
When the percentage of work time for an agent exceeds the administered MAO threshold, Communication Manager:
Places the agent in the Auxiliary (AUX) work mode.
Flashes the aux-work button on the agent phone.
Sends the MAO AUX reason code to the reporting adjuncts
If the agent phone has more than one aux-work button, Communication Manager flashes the MAO-related button. If no MAO-related button is on the phone, Communication Manager flashes an aux-work button that has no assigned reason code.
When the percentage of work time for the agent is less than the MAO threshold, Communication Manager changes the agent work mode from AUX work to Available.
You can use MAO with SLM or Business Advocate, but you must use MAO with Expert Agent Selection (EAS).
