Looking for some assistance in interpreting what the "AGENTSURPLUS" data means in the Avaya ECHI field. The definition is the following:
Type: integerLength: 1 byteDescription: Whether the call is delivered under agent surplus or call surplus condition.● 0 = NA● 1 = Call surplus: ACD call was routed to the agent after waiting in the queue.● 2 = Agent surplus: ACD call was routed to the agent without waiting in the queue.
When we looked at our data, however, we observed the following:
Would love to learn a bit more and see how we can utilize this field - please let me know what else is there to know!