Cisco Cisco Unified Contact Center Enterprise 9.0(2) Release Note

Standard Selection Rules

When you use the Select node, you can choose from one of the following standard selection
rules:

Selects the first target that passes the specified
acceptance rule.

Any target

Always Select

Selects the target with the agent who has been
available for the longest time. This selection

Consider if: *.AgentsAvail > 0 Evaluate:
MAX (*.LongestAvailable)

Skill Groups
and Enterprise
Skill Groups

Longest
Available
Agent (LAA)

rule helps to ensure that all agents in the skill
group set are kept equally busy. It does not
ensure that a particular agent is assigned the
contact. If the target set includes a skill group
that has subgroups (.pri, .sec, etc.), only agents
logged in to the base group are considered.
Since agents do not normally log in to the base
group, specify the base groups you want to
consider.

Selects the target with the highest percentage
of available agents.

Consider if: *.AgentsAvail > 0 Evaluate:
MAX
(*.LongestAvailable/*.AgentsSignedOn)

Skill Groups
and Enterprise
Skill Groups

Next Available
Agent (NAA)

Selects the target in the set that is, on average,
answering contacts most quickly. Because this

Evaluate: MIN (*.AvgSpeedAnswerTo5)

Services and
Enterprise
Services

Minimum
Average Speed
Answer (Min
ASA)

selection rule evaluates the historical average,
it does not select a target based on the current
or expected future state of the contact center.
Therefore, unexpected load imbalances may
occur when you use this rule. To avoid this
potential problem, you can use the Minimum
Expected Delay selection rule instead.

Selects the target in the set with the lowest
ratio of calls waiting and staffed stations. If

Evaluate: MIN
(*.CallsQNow/*.AgentsReady)

Services and
Enterprise
Services

Minimum
Calls in Queue
Per Position
(Min C/Q)

agents are equally efficient at each target in
the set, this rule tends to lead to the shortest
average hold times. However, if agents are
not equally efficient, some customers might
wait longer than necessary at the less efficient
target. To avoid this potential problem, you
can use the Minimum Expected Delay
selection rule instead.

Selects the target in the set with shortest
average hold times, assuming that agents at

Evaluate: MIN (*.AvgDelayQTo5)

Services and
Enterprise
Services

Minimum
Average

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