Automate agent staffing.

• Dynamic Threshold Adjustment

• Greatest Need or Skill Level

• Service Level Supervisor (SLS)

• Expert Agent Distribution-Least Occupied Agent (EAD-LOA) or Uniform Call Distribution-Least Occupied Agent (UCD-LOA)

Balance workload and service levels.

• Greatest Need

• Service Objective (SO)

• UCD-LOA

Control agent work time in each skill.

• Call Selection Override

• Dynamic Percentage Adjustment

• Percent Allocation

• Percent Allocation Distribution (PAD)

• SLS

Deliver calls to top agents.

• Skill Level

• EAD-LOA

Differentiate customer service without increasing skills.

• Dynamic Queue Position (DQP)

• Greatest Need or Skill Level

• EAD-LOA or UCD-LOA

Increase revenue opportunities.

• Greatest Need

• SO

• SLS

• UCD-LOA

Maintain service levels without increasing agent time in one skill.

• Dynamic Percentage Adjustment

• Percent Allocation

• PAD

Meet agent staffing needs.

• Dynamic Threshold Adjustment

• Greatest Need

• SLS

• UCD-LOA

Meet the needs of critical skills.

• Activate on Oldest Call Waiting (OCW)

• Call Selection Override

• Greatest Need

• SLS

• UCD-LOA