AGENT AND CALL SELECTION

Last Updated : Jun 12, 2014 |
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ACW Agents Considered Idle

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Resource Id: ACW_Agents_Considered_Idle_field:3682
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Usage
y
Include agents who are in After Call Work (ACW) mode in the Most-Idle Agent queue. This means that ACW is counted as idle time.
n
Exclude ACW agents from the queue.

Auto Reserve Agents

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When a critical skill is not meeting its service level, auto-reserve puts agents in standby for their other skills to ensure that there is an available agent when the next call arrives for the critical skill. When an agent becomes available, all of his or her assigned skills are checked to see if any auto-reserve skills are not meeting their target service level. If so, the agent is made available only in those skills.
Valid Entry
Usage
all
Puts an agent on standby for all skills.
none
Agent is not on standby for any additional skills.
secondary-only
Puts an agent on standby only for secondary skills.

Block Hang-up by Logged-In Auto Answer Agents

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The system displays the field only if you set the EAS field to
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Usage
If an auto-answer agent goes on-hook when on an ACD call:
  • drops the active call and logs the agent out.
  • The reporting adjunct fails to record the call and track the logged-in agent.
You, as an administrator, can prevent an agent in the auto-answer mode from accidently logging out or dropping an active call.
The agent can perform the following functions to drop calls:
  • Use the release button to disconnect the call and stay logged-in.
  • Use the drop button to release the last connected party.

Call Selection Measurement

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Resource Id: Call_Selection_Measurement_field:3683
Determines how Avayaselects a call for an agent when the agent becomes available and there are calls in queue.
Valid Entry
Usage
current-wait-time
Selects the oldest call waiting for any of the agent’s skills.
predicted-wait-time
Uses the time a call is predicted to wait in queue instead of the time the call has already waited. Available only if Business Advocate features are enabled for the system.

Copy ASAI UUI During Conference/Transfer

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Resource Id: Copy_ASAI_UUI_During_Conference_Transfer_field:3684
Enables or disables copying user-to-user (UUI) information during a conference call or during call transfers. Available only if ASAI Link Core Capabilities or Computer Telephony Adjunct Links are enabled for the system.

MIA Across Splits or Skills

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Resource Id: MIA_Across_Splits_or_Skills_field:681
Enables or disables the removal of an agent from the Most Idle Agent (MIA) queue for all available splits/skills/hunt groups when answering a call from any of these groups.

Service Level Maximizer Algorithm

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Selects an alternative algorithm for selecting agents and delivering calls to maximize service level targets. Available only if Service Level Maximizer is enabled for the system.
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Usage
actual
The Actual Service Level (ASL) is determined as a percentage on a hunt group basis using the number of accepted calls in the current interval divided by the total calls in the current interval. A call is counted as accepted if it is answered within the target service level time period.
weighted
The Weighted Service Level (WSL) is based on a weighting calculation that uses the difference between the target time and the estimated wait time.

Service Level Supervisor Call Selection Override

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Resource Id: Service_Level_Supervisor_Call_Selection_Override_field:887
Determines whether Avayachanges agent call handling preferences when a skill using Service Level Supervisor exceeds its Level 1 threshold. Available only if Expert Agent Selection (EAS) and the Business Advocate features are enabled for the system.
Valid Entry
Usage
y
Overrides the normal call handling preferences of a skill’s assigned agents in this situation.
n
Normal call handling preferences are in effect when the skill exceeds its Level 1 threshold.