Hey all,
Looking for some assistance in interpreting what the "AGENTSURPLUS" data means in the Avaya ECHI field. The definition is the following:
Type: integer
Length: 1 byte
Description: 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:
- A substantial portion of calls appear with AGENTSURPLUS = 0 - does that mean that there was a problem in routing the call or anything like that?
- Does "waiting in the queue" mean that the call was just waiting in queue before it dispositioned at an agent?
- How does the categorization of "ACD call" work if the call was a direct agent call?
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!