Agent selection methods

Last Updated : Oct 27, 2016 |

Use agent selection methods in an agent surplus condition, that is, when more than one agent is available to receive a call.

With Business Advocate, you can select agents based on the following:

  • Agent occupancy

  • Idle time

  • Percentage of time in each skill

  • Skill level for each agent

When calculating the agent occupancy, Avaya Aura® Communication Manager adds the time that elapsed during each of the following activities:

  • ACD calls ringing at a station

  • ACD calls that an agent receives

  • ACD calls on hold

  • After Call Work (ACW) if you select n in the ACW Considered Idle field

When calculating idle time, Communication Manager adds the time that elapsed during each of the following activities:

  • Available (Auto-in or Manual-in) since the last ACD call

  • After Call Work (ACW) if you select y in the ACW Considered Idle field

  • Aux Work if you select y in the AUX Agent Considered Idle (MIA) field

The following table describes how Communication Manager routes calls based on the agent selection method that you administer on the Hunt Group screen.

Agent selection method

Call routing decision

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

The least occupied agent across skills with the highest skill level for the call.

Communication Manager checks the skill level before agent occupancy.

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

The most idle agent with the highest skill level for the call.

Communication Manager checks the skill level before idle time.

Percent Allocation Distribution (PAD)

The agent with the lowest ratio of adjusted work time to target allocation for the skill.

Communication Manager selects agents with a higher target allocation based on the premise that agents with a higher target allocation are top agents for the skill.

For example, Communication Manager selects an agent with a target allocation of 80% over another agent with only 30% allocation for the skill.

Note:

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

Uniform Call Distribution-Least Occupied Agent (UCD-LOA)

The least occupied agent across skills regardless of the skill level.

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

The most idle agent in a skill regardless of the skill level.

For more information, see Avaya Aura® Call Center Elite Feature Reference.