Selection methods and feature compatibility

Last Updated : Apr 03, 2013 |

The following table lists the features that work with the call selection methods.

Table 1: Call selection methods in call surplus conditions

Call handling preference

Compatible features

Greatest Need

  • Predicted Wait Time (PWT)

  • Service Objective (SO)

  • Service Level Supervisor (SLS)

  • Uniform Call Distribution-Least occupied Agent (UCD-LOA)

  • Uniform Call Distribution-Most Idle Agent (UCD-MIA)

Percent Allocation

  • Auto Reserve Agents

  • Dynamic Percentage Adjustment

  • Percent Allocation Distribution (PAD)

  • SLS

Skill Level

  • Expert Agent Distribution-Least Occupied Agent (EAD-LOA)

  • Expert Agent Distribution-Most Idle Agent (EAD-MIA)

  • PWT

  • SO

  • SLS

The following table lists the features that work with the agent selection methods.

Table 2: Agent selection method in agent surplus conditions

Group Type on the Hunt Group screen

Compatible features

EAD-LOA and EAD-MIA

  • PWT

  • Skill Level

  • SO

  • SLS

PAD

  • Auto Reserve Agents

  • Dynamic Percentage Adjustment

  • Percent Allocation

  • SLS

UCD-LOA and UCD-MIA

  • Greatest Need

  • PWT

  • SO

  • SLS
Note:

Use PAD as the agent selection method if you use Percent Allocation as the call selection method.