Introduction: CentreVu
®
Advocate
CentreVu® Advocate Release 8 User Guide
Agent Selection Methods
1-12
are no agents with higher skill levels available. MIA maintains a queue of
idle agents and distributes a call to the agent who has waited the longest
since the last ACD call and is not “busy.” (“Busy” is defined as being in
ACW, on an auxiliary in or out [AUX IN/OUT] call, or on an ACD call for
another skill.) Agents in multiple skills are in multiple “eligible agent” lists.
There is one list for each skill. If MIA across skills is enabled, agents are
put at the bottom of all agent lists after completing an ACD call for any
skill. If MIA across skills is
not enabled, an agent who is on an ACD call
for another skill continues to move up the list of eligible agents for other
skills. Agents in ACW may or may not be in the eligible agent lists,
depending upon whether the system option
ACW Considered Idle?
is
set to Y or N (ECS R5 and later).
Administration
1
Most Idle Agent is administered on the ECS Hunt Group form in the
Group Type:
field.
UCD-MIA
1
Uniform Call Distribution-Most Idle Agent is an agent selection method
that selects the most idle agent in a skill when more than one agent is
available to take a call. This option does not consider the agent’s skill
level. UCD-MIA evenly distributes calls across agents, sending queued
calls to the first available agent (idle the longest since the last ACD call).
Administration
1
UCD-MIA is administered on the ECS Hunt Group form in the
Group
Type:
field.
