Add/Remove skills by Feature Access Codes (FACs)

Do not use FACs to add or remove skills when the call handling preference is percent-allocation as change in skills can affect the service levels. Communication Manager denies requests for changes in skills and plays an intercept tone.

Agent login and logout

With percent-allocation and Least Occupied Agent (LOA), Communication Manager starts calculations for total work time and occupancy when agents log in to the system. If an agent logs out of the system and logs in again, Communication Manager restarts the calculations.

Auto Reserve Agent

With percent allocation, auto reserve agents do not receive calls for skills when the Expected Wait Time (EWT) is within the threshold level.

Multiple Call Handling (MCH)

Do not use MCH with Percent Allocation as MCH affects the total work time calculations for an agent.

Percent Allocation Distribution (PAD)

To use percent-allocation as a call selection method, you must select pad as the Group Type on the Hunt Group screen.

Predicted Wait Time (PWT)

PWT does not work with Percent Allocation as Percent Allocation does not use the time in a queue for call selection.