When you send a work request, Work Assignment selects the most suitable resource available from the pool of resources. The selection is based on the defined proficiency values for the resources.

You can define proficiency for Work Assignment resources through:

• System default: The default value of proficiency for all resources in your system. If you do not set the proficiency for individual resources, Work Assignment uses this value as the proficiency of all resources for all services.

• Default resource proficiency: The default value of proficiency for all services for a particular resource. Work Assignment considers this proficiency value for all services for the particular resource.

• Derived proficiency: Proficiency values for individual categories for a resource. Based on the specific proficiency for different categories, Work Assignment derives a proficiency value for the particular resource for a requested service.

Using Avaya Control Manager, you can configure the default proficiency and add or remove categories from the property. For proficiency, you must specify a numeric value from 1 through 16. A lesser value denotes a higher proficiency.

Using Avaya Control Manager, you can also configure the proficiency for individual resources.

For deployments with no resource provider adapter, you must administer proficiency carefully so that Work Assignment does not assign all incoming work to the same set of resources who have the highest proficiency level.