Call selection applies when an agent becomes available and there are calls waiting in queue in more than two of the agent skills. This is known as a call surplus condition.
Call selection compares all the skills assigned to an agent that have a call in queue and picks the one with the lowest ART value. If any ART values are negative, the call in the skill with the highest negative ART value is chosen.
Note:
The SLM call selection method is applied to agents who have a minimum of one skill administered as slm.
The call selection algorithm excludes the agent skill level and call priorities.
