Supervisors can use Auto Reserve Agents to ensure that top agents receive calls that meet organization goals. For example, a supervisor can change the work state of a top sales agent so that the agent receives calls only to the Sales skill.

Use Auto Reserve Agents to make agents unavailable to receive calls to a skill if the current work time exceeds the target allocation for the skill.

When an agent is an auto reserve agent and a call is in the queue, Communication Manager performs one of the following actions:

• Adjusts the agent work time allocation to make the agent available to receive the call.

• Delivers the call to a skill for which the agent is not a reserve agent.

• Makes another agent available to receive the call.