ACD contact center switch forms
298 Communication Manager Guide to ACD Call Centers
Field Descriptions
MIA Across Splits or Skills?
Enter y to remove an agent from the MIA queue for all the splits/skills that the agent is
available in when the agent answers a call from any of his or her splits/skills. The default is
n.
ACW Agents Considered Idle?
Enter y (default) to have agents who are in After Call Work included in the Most-Idle Agent
queue. Enter n to exclude ACW agents from the queue.
Call Selection Measurement (Category A only)
Valid entries are current-wait-time (default) and predicted-wait-time. This field determines
how the switches selects a call for an agent when the agent becomes available and there
are calls in queue. Current Wait Time selects the oldest call waiting for any of the agent’s
skills. Predicted Wait Time is a feature of the Advocate software.
Service Level Supervisor Call Selection Override? (Category A only)
Enter y (default) to enable an agent to receive a lower priority call from a skill in an over
threshold state before receiving an higher priority call from a skill not in an over threshold
state.
Auto Reserve Agents: (Category A only)
Enter all so that an agent will be intentionally left idle in a skill if her work time in the skill
has exceeded her target allocation for the skill. Enter secondary-only to activate this
feature only for the agent’s nonprimary skills (skill levels 2 through 16).
Aux Work Reason Code Type
Enter none if you do not want an agent to enter a Reason Code when entering AUX work.
Enter requested if you want an agent to enter a Reason Code when entering AUX mode
but do not want to force the agent to do so. Enter forced to force an agent to enter a
Reason Code when entering AUX mode. To enter requested or forced, the
Reason
Codes
and
EAS
on the System-Parameters Customer-Option form must be y.
Logout Reason Code Type
Enter none if you do not want an agent to enter a Reason Code when logging out. Enter
requested if you want an agent to enter a Reason Code when logging out but do not want
to force the agent to do so. Enter forced to force an agent to enter a Reason Code when
logging out. Enter forced to force an agent to enter a Reason Code when entering AUX
mode. To enter requested or forced, the
Reason Codes
and
EAS
on the System-
Parameters Customer-Option form must be y.
