Cisco Cisco IP Contact Center Release 4.6.2 User Guide

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

Evaluate: MIN (*.AvgDelayQTo5)

Services and
Enterprise
Services

Minimum
Average
Queue Delay
(Min AvgQD)

each target are equally efficient. Because this
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 with the shortest longest
delayed call. Note: This selection rule

Evaluate: MIN (*.LongestCallQ)

Services and
Enterprise
Services

Minimum
Longest
Delayed Call
(Min Delay)

evaluates the historical average, not the current
or expected future state of the contact center.
Routing contacts to the target with the shortest
longest delayed call does not immediately
change the longest delay value. Therefore, this
selection rule may route a disproportionately
large number of calls to a single target. To
avoid this potential problem, you can use the
Minimum Expected Delay selection rule
instead.

Selects the target with the shortest expected
delay. In making this evaluation, this selection

Evaluate: MIN (*.ExpectedDelay)

Services and
Enterprise
Services

Minimum
Expected
Delay (MED)

rule considers the average handle time, the
number of contacts in queue, and the number
of positions staffed. This rule is usually the
most effective rule for keeping queue times
to a minimum. The MED algorithm is not
supported on IPCC.

Caution: Values used by the standard selection rules Minimum Average Speed Answer,
Minimum Average Queue Delay, and Minimum Longest Delayed Call change slowly. Because
the averages in these rules only consider what has happened in the past rather than what is
currently happening, using these rules inappropriately can lead to load imbalances as newly
routed contacts have little immediate effect on the values used to route later contacts. In contrast,
the standard selection rule Minimum Expected Delay takes into account each contact as it is
routed. Selecting the service using the Minimum Expected Delay rule usually provides the best
balance among the services in the target set.

Custom Selection Rules

Instead of using one of the standard selection rules, you can create a custom selection rule. To
write custom selection rules, you must be familiar with 

.

A custom selection rule has three parts:

Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)