User adjustments also apply to available agent situations (with a strategy other than first found) in a manner that is similar to Expected Wait Time (EWT). For more information, see Avaya Aura® Call Center Elite Feature Reference.
As the steps in a consider series execute, the status data for the best resource found is kept in a buffer. This best data is unaffected by some call processing events and vector commands, while other events and commands initialize (clear) this buffer. The following table shows you what initializes the best data buffer and what does not.
Initialization of BSR best data |
Events and vector commands that clear best data |
Events and vector commands that do not clear best data |
Execution of any queue-to or check command |
Converse command |
Vector processing terminates:
reply-best command executes agent answers successful route-to command successful adjunct routing link command successful messaging split/skill command vector disconnect timeout disconnect command busy command vector processing reaches last step without call in queue |
Announcement command |
Collect Digits command |
Unsuccessful execution of a messaging split/skill command |
Unsuccessful adjunct routing link command |
Goto step/vector with any conditional |
Wait command (with any feedback) |
Unsuccessful route-to command |
Vector processing reaches last step while call is still in queue |
Execution of a consider step (this will either replace the current best data with new data or leave the current data untouched) |
