Given the following conditions:
✑ In the Business Advocate configuration
✑ During call surplus conditions
✑ If calls are waiting when an agent becomes available
✑ The agent's selection method is Percent Allocation
How will the Communication Manager interpret the highest priority calls?
Given the conditions where the agent's selection method is Percent Allocation during call surplus conditions, the Communication Manager will interpret the highest priority calls as the oldest call waiting that best maintains the administered target allocations for all skills. Percent Allocation focuses on maintaining a balance in skill targets while considering the call waiting time.
D Percent Allocation Call that is waiting for the longest time and that best meets the target allocations for a skill.