The agent’s call handling preference determines which call the agent receives when there are calls waiting for more than one of the agent’s skills. It is also used to help determine which agent receives a call when multiple agents are available in a given skill. The possible call handling preferences are as follows:
Skill level - An agent who is assigned the Skill Level call handling preference receives calls first on the basis of the level assigned to the skill and then on the basis of the queue priority and wait time of the call. This capability is available on Avaya communication servers with the EAS feature.
Greatest need - An agent who is assigned the Greatest Need call handling preference receives calls on the basis of queue priority and the current wait time or predicted wait time of the call, not on the basis of the level that is assigned for the skill. This capability is available on Avaya communication servers with the EAS feature.
Percent allocation - An agent who is assigned the Percent Allocation call handling preference receives calls on the basis of a comparison of the times that are spent on calls for each skill level and the percentage of time that the agent is allocated for each skill level. This capability is available on Avaya communication servers with the EAS feature.
