In the Call Handling Preference group, select Percent Allocation.
ADDITIONAL INFORMATION:
The Percent Allocation field is unavailable if a reserve level has already been specified for an agent or template.
Select the YES button from the warning window.
ADDITIONAL INFORMATION:
This indicates that you want to enable the Percent Allocation feature.
ADDITIONAL INFORMATION:
If an agent or template has Percent Allocation call handling preference, the total percent allocation for all standard skills must equal 100%.
ADDITIONAL INFORMATION:
By default, Direct Agent Calls First is activated. If a call handling preference other than Percent Allocation is selected, direct agent calls are delivered first, and the Direct Agent Calls First check box is not applicable.
