BSR vs grouptype

[callreview]

Hello all,

First of all excuses for the bad English...

I have a question about BSR option (Best service routing). You can enter this value in a VDN. The options are:

1-st found;
UCD-LOA;
UCD-MIA;
EAD-MIA;
EAD-LOA;
PAD.

I have two questions about the BSR. Wat does it exactly do? Ik read the manual but i can't manage to understand it.

And 2:

For instance when i enter the value EAD-LOA in the VDN but i also enter in the HUNT group, at group-type the value EAD-
MIA.

Which value will override the other one?

Thx in advance...

 

[langl3y]

Callreview,
BSR will allow you to compare skill conditions in local or remote skills, allowing you to give a preference for a certain skill or location. An example would be that you would prefer a certain call type to be handled locally, rather than at another site, so you will consider the local skill with no adjustment, but the remote site you may adjust by 10 (10 seconds or 10%, whichever is greater).
I would recommend using the same agent strategy for BSR VDNs as the skill, except if you use first-found, as it is specific to BSR. The VDN strategy will override the skill startegy. In my experience, first-found is the best agent strategy to get the most even ASA between sites.
It takes quite a bit of planning and ideally you will need 100 calls per hour, per skill, to get the best result.
Cheers
langl3y