BSR Detailed description
Issue 1.0 May 2003
111
Conditional
wait-improved
to prevent calls from being queued to an
additional split/skill when the reduction in
Expected Wait Time isn’t enough to be useful.
“Wait improved” means that a call’s EWT must
be improved by a specific amount (a figure you
specify in seconds) over its current EWT or the
communication server will not queue it to the
additional split/skill.
User
adjustment
adjust-by
to specify your preferences for the splits/skills
that might handle the calls for a particular
application, reflecting factors such as agent
expertise or reducing calls to a backup split/skill.
When a vector considers a local resource you
can make the selection of that split/skill less
desirable. The higher the setting, the less
chance that resource will be selected over
another with a lower setting (for example, set to
30 makes that choice 30% less desirable). With
EWT returned, the setting increases the
returned expected wait time for comparison with
other returned EWTs. As a result, this split/skill
is less likely to service the call unless its EWT is
significantly less than that of any other available
split/skill.
Optionally, the adjust-by setting applies in the
available agent case. If you are using the UCD-
MIA or EAD-MIA available agent strategy, the
setting decreases the returned agent idle time,
making the agent appear less idle (busier). If
you are using the UCD-LOA or EAD-LOA
available agent strategy, the setting increases
the returned agent occupancy, making the agent
appear more occupied (busier). In either case
with EAD, the MIA or the LOA is used as a tie
breaker if more than one site has an agent
available with the same highest skill level.
1. Since the
consider
command is designed to compare two or more resources,
consider
commands
are typically written in sequences of two or more with the sequence terminating in a
queue-to best
step. This set of
consider
commands and a
queue-to best
step is called a consider series.
Vector commands and usage for single-site BSR (continued)
Commands and command elements
Use this …
