Call selection methods

Last Updated : Apr 29, 2013 |

Use call selection methods in a call surplus condition, that is, when more than one call is in a queue and agents are unavailable to receive calls.

To select calls, Communication Manager uses the following information:

  • Call selection method that you administer on the Agent LoginID screen

  • Call selection measurement, that is, Current Wait Time (CWT) or Predicted Wait Time (PWT)

  • Call Selection Override

  • Queue priority for a call in the queue

  • Skill levels or reserve levels that you assign to agents

  • Threshold levels of a skill

  • Use of Service Objective (SO) by Skill or Vector Directory Number (VDN)

The following table describes how Communication Manager selects calls.

Call selection method

Call selection decision

Greatest Need without SO

Calls with the longest CWT or PWT.

Greatest Need with SO

Calls with the highest ratio of CWT to SO or PWT to SO.

Percent Allocation

Call that is waiting for the longest time and that best meets the target allocations for a skill.

Skill Level without SO

Call for the highest skill level and with the longest CWT or PWT.

Skill Level with SO

Call for the highest skill level and with the highest ratio of CWT to SO or PWT to SO.