Least Occupied Agent (LOA)

When an agent receives a direct agent call, Communication Manager adds the time spent on the call to the total work time and occupancy calculations.

Percent Allocation

Direct Agent Calls First replaces Service Objective on the Agent LoginID screen when percent-allocation is the call selection method.

If you use Direct Agent Calls First, the system overrides percent allocation and delivers direct agent calls before any ACD call.

Service Level Supervisor (SLS)

SLS activates reserve agents when a skill exceeds an overload threshold. Agents with only reserve skills cannot receive direct agent calls because the agents must be available for calls to critical skills.

If you use direct agent calls with SLS, agents with primary and reserve skills receive direct agent calls before any ACD call regardless of overload thresholds. Therefore, administering SLS with direct agent calls overrides SLS and does not meet the business objective of maintaining the service levels.

Skill Level

Direct Agent Calls First is inapplicable when the call selection method is skill-level.