AGENT AND CALL SELECTION

Last Updated : Jun 12, 2014 |

ACW Agents Considered Idle

Valid Entry	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

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

The system displays the field only if you set the EAS field to y. The enhancement is available for agents using H.323 IP and DCP telephones, but does not apply and is not required for agents using BRI, analog, CallMaster, or SIPCC telephones.

Valid Entry	Usage
n	If an auto-answer agent goes on-hook when on an ACD call: Communication Manager drops the active call and logs the agent out. The reporting adjunct fails to record the call and track the logged-in agent.
y	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. Note: If you set the field to y and the logged-in agent appearance is on-hook, a new call is not delivered automatically. The new call rings at the station and the agent must manually answer the call. If you have administered RONA for the skill, the call is redirected if the agent fails to answer within the administered number of rings.

Valid Entry

Usage

If an auto-answer agent goes on-hook when on an ACD call:

Communication Manager 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.

Note:

If you set the field to y and the logged-in agent appearance is on-hook, a new call is not delivered automatically. The new call rings at the station and the agent must manually answer the call. If you have administered RONA for the skill, the call is redirected if the agent fails to answer within the administered number of rings.

Call Selection Measurement

Determines how Avaya Communication Manager selects 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

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.

Note:

The system copies all UUI information, not just ASAI UUI. Copying occurs only during a human-initiated conference or transfer. Communication Manager does not copy the UUI if the conference or transfer is initiated by ASAI.

MIA Across Splits or Skills

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

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.

Valid Entry	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

Determines whether Avaya Communication Manager changes 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.

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