Best Services Routing (BSR) allows adjusting the idle time of agents when determining agent selection. You are considering the step adjustment set to 20 for a given location.
Which statement about agent adjustments for the considered location step is true?
Best Services Routing (BSR) enables adjustments to agent idle times based on certain conditions. For the step adjustment set to 20, the agent's idle time is decreased by 20 seconds if the idle time is less than 100 seconds. If the idle time is greater than 100 seconds, it is decreased by 20%. This ensures that the adjustments can dynamically scale based on the length of the idle times, providing a more efficient agent selection process.
C Reference: http://btbusiness.custhelp.com/euf/assets/TelephoneSystems/Avaya/CallCentre/07_300303_1.pdf - page 98 If the actual agent idle time is 100 or more seconds, then the idle time is decreased by the assigned percentage. If the actual agent idle time is less than 100 seconds, then the idle time is decreased by the adjustment in seconds.
For example, in the command “consider skill 1 pri h adjust-by 20,” the server interprets adjust-by 20 to mean add 20% to the Expected Wait Time, but add at least 20 seconds. For Expected Wait Time (EWT) of 1 to 100 seconds, an adjustment of 20 will therefore add 20 seconds. Above 100 seconds, the same adjustment will add 20 percent to the Expected Wait Time (EWT) for the split or skill that is specified in the consider step.
Correct!