Introduction: CentreVu
®
Advocate
CentreVu® Advocate Release 8 User Guide
Agent Selection Methods
1-10
Agent Selection Methods
1
Overview
1
There are several agent selection methods available for call centers
using
CentreVu Advocate. Several of these selection methods are
already on your system. The agent selection methods include:
●
Expert Agent Distribution-Least Occupied Agent (EAD-LOA)
(new for
CentreVu Advocate)
●
Uniform Call Distribution-Least Occupied Agent (UCD-LOA)
(new for
CentreVu Advocate)
●
Expert Agent Distribution-Most Idle Agent (EAD-MIA)
●
Uniform Call Distribution-Most Idle Agent (UCD-MIA).
Least Occupied
Agent
1
Least Occupied Agent is an agent selection method that uses agent
occupancy, rather than position in an idle agent queue to determine
which agent to select when a call arrives and one or more agents are
available.
Agent Selection
1
Agent selection through Least Occupied Agent is based on agent
occupancy—the total time an agent has with one or more ACD calls
ringing, active, or on hold for any of an agent’s assigned skills and
optionally, the total ACW time for any of an agent’s assigned skills,
divided by the total time staffed in any assigned skill, less the agent’s
time in AUX (see the
Glossary for the Agent Occupancy calculation).
LOA and AUX Time
1
The following table illustrates how LOA tracks extension calls since agent
AUX time is not included in the calculation of agent occupancy:
The Extension Call is:
LOA:
in AUX
ignores this time
in Auto-In/Manual-In with no ACD
call on hold
tracks this as idle time
with an ACD call on hold
tracks this as work time
