Avaya IP Office Platform Advanced Implementation — Question 14

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?

Answer options

• A. As the highest skill level and the highest ratio of CWT/SO or PWT/SO
• B. As the highest skill level and the longest CWT or PWT
• C. As the longest CWT or PWT
• D. As the oldest call waiting that best maintains the administered target allocations for all skills

Correct answer: A

Explanation

The correct answer is A because the Communication Manager prioritizes calls based on the highest skill level along with the calculated ratio of CWT/SO or PWT/SO, which effectively balances call handling. Options B, C, and D do not take into account the necessary ratio or skill level, making them less optimal for call prioritization.