Automatic Call Distribution (ACD) basics
36 Communication Manager Guide to ACD Call Centers
●
If ACW Agents Considered Idle? is n, the agent is queued when ACW completes.
Note:
Note:
If you are using an Expert Agent Distribution method (EAD-MIA or EAD-
LOA), then the agent is put back in queue(s) after completing an ACD call
based on skill level.
If you are not using an EAD call distribution method, then the agent is put at
the bottom of the queue(s) after completing an ACD call.
Call distribution methods with EAS
With EAS, the following call distribution methods are available:
●
Uniform Call Distribution-Most Idle Agent (UCD-MIA)
●
Expert Agent Distribution-Most Idle Agent (EAD-MIA)
●
Uniform Call Distribution-Least Occupied Agent (UCD-LOA)
●
Expert Agent Distribution-Least Occupied Agent (EAD-LOA)
The following table summarizes the different call distribution methods, which are further
defined in the sections below.
UCD-MIA
UCD-MIA works the same in the EAS environment as it does without EAS, except that the
communication server searches for the most idle agent with the required skill.
UCD-MIA does not select an agent based on skill level. Therefore, if an agent is the most
idle agent with the required skill, even if the skill is assigned a secondary skill level for that
agent, the call is delivered to that agent.
Agents available, call arrives,
and agent selection method
is:
THEN the communication server selects:
EAD-MIA
the highest skill level, most idle agent.
UCD-MIA
the most idle agent, without regard to skill level.
EAD-LOA
the highest skill level agent with the lowest
occupancy.
UCD-LOA
the least occupied agent, without regard to skill level.
