The in's and out's of the BSR routing algorithm 1

[Bogie303]

Can anyone tell me why this scenario may play out the way it does.

The facts…
We have 2 call centers.
The both have 2 separate Switches in Dallas & Chicago.
800 traffic is routed by the carrier 50/50 between each location
Each location has a vector which “considers” both sites for BSR routing.
So far so good, right…

The seniero…
The other day, we had a system upgrade in Dallas.
We routed 100% of 800 calls to Chicago via the carrier.
We had agents available in both locations and the tie line between each location was up and in service.
Here’s what we saw, 0 calls were offered to Dallas agents.
Chicago was experiencing 100% service level and had available agents the entire time of the upgrade.
The Dallas Agents were not utilized for the entire upgrade.

The brainstorming…
So my question is what does BSR look at to make the decision to route a call.
Is it ONLY estimated wait time? Or is there a more complex algorithm like EWT, Calls in queue, Most Idol agent?
Perhaps there is another variable in this situation. Site preference. Maybe the options we have setup keep the call at the site the call comes in at if there are available agents. If so, I might want to change an option to share the call volume between sites.

The desired outcome…
It was our desire for both locations in this situation to share the call volume but Dallas agents just sat there available and not utilized.

The plea for assistance…
Any thoughts. I haven’t used BSR before and just walked into a new job that uses it.
I’m trying to learn fast. Thanks in advance for your help!

 

[Bogie303]

There are 2 options with AVAYA’s Best Services Routing (BSR) Agent Strategy that help to route calls between 2 call centers.



Agent Strategy #1 is called “first-found”. If this option is chosen, and Santa Ana has an available agent, the Denver site would not even be considered.

This option works well if you’re call center is expected to stand alone and answer all their calls and only use Denver as an overflow should all your agents be busy or in AUX

This is the way I think Santa Ana and Denver operate 99.9% of the time. And this works well. It’s just when calls are rerouted that this Strategy isn’t efficient.





Agent Strategy #2 is called “EAD-MIA” (Expert Agent Distribution- Most Idol Agent) If this option is chose, the system will look for the highest skill level agent that has been most idol.

This option works well if there are multiple call centers that work as a “single virtual call center”

 

[Tolson]

The big part here is thT BSR was never used. you always had agents available on the receiving switch. Since the calls were local to that switch that is where the call was going to go first.