For agents assigned to any skills that use auto reserve, the following rules apply when an agent becomes available:

• If any of the auto reserve-enabled skills to which an agent is assigned are currently below their specified target service level, the agent is available only in those skills.

• The designation of auto reserve agents for a skill is continuously assessed as agents become available. If the maximum number of auto reserve agents has already been reached, a single-skill agent who becomes available replaces the multi-skilled agent who has the highest opportunity cost.

• If more than one of the agent auto reserve-enabled skills are currently below the specified target service level, a multi-skill agent is put into the auto reserve state if one of the following conditions are met:

  • The maximum number of auto reserve agents for the skill is not yet filled.

  • The maximum number of auto reserve agents for the skill is filled, but the opportunity cost for an idle, multi-skilled agent is lower than the opportunity cost of a multi-skilled agent who is currently in the auto reserve state. In this case, the agent with the highest opportunity cost is released from the auto reserve state.