Custom CentreVu
®
Advocate Solutions
CentreVu® Advocate Release 8 User Guide
Combining CentreVu Advocate Solutions to Meet Call Center Needs
2-27
Solution
Works With
Works Against
Comments
When Agents Are Available
UCD-MIA
●
Service Level
Supervisor
●
Service Objective
●
Greatest Need
●
Direct Agent Calls
●
UCD-LOA
●
EAD-MIA
●
EAD-LOA
●
Percent
Allocation
UCD-MIA is only used
when agents are available
for a call. It is compatible
with other call selection
methods, but not with the
percent allocation call
handling preference.
UCD-LOA
●
Service Level
Supervisor
●
Service Objective
●
Greatest Need
●
Percent Allocation
●
Direct Agent Calls
●
UCD-MIA
●
EAD-MIA
●
EAD-LOA
UCD-LOA will distribute
calls to the least occupied
agent available. It can be
used in conjunction with
other call center solutions.
It should not be combined
with other solutions in the
“agents available” category,
and works best with
greatest need call handling
preference.
EAD-MIA
●
Service Level
Supervisor
●
Service Objective
●
Skill Level
●
Direct Agent Calls
●
Top Skill
●
UCD-MIA
●
UCD-LOA
●
EAD-LOA
●
Percent
Allocation
●
Greatest Need
EAD-MIA is an EAS
solution that works best
with skill-level solutions.
EAD-MIA selects the most
idle agent in a skill by skill
level.
