We were maknig some test in our lab because we are using EAD-MIA in most of our skills and we prove that LOA could be more useful for some biggest queues and more fare in the distribution, but when we did the test we discovered that the algorithm doesn't work as we though.
In the Avaya manuals there is not much information about how this algorith consider the Aux time if it's part of the occupancy or not. Because for us if an agent spend let's say 4 hours in training (AUX xx), when he goes available the system should consider this agent with less occupancy than other that was taking calls duing these 4 hours.
The test that we did didn't reflected that so this is why I was wondering if anybody can share the previous experience with LOA and how this algorith exaclty consider the occupancy.
Thanks in advance.
In the Avaya manuals there is not much information about how this algorith consider the Aux time if it's part of the occupancy or not. Because for us if an agent spend let's say 4 hours in training (AUX xx), when he goes available the system should consider this agent with less occupancy than other that was taking calls duing these 4 hours.
The test that we did didn't reflected that so this is why I was wondering if anybody can share the previous experience with LOA and how this algorith exaclty consider the occupancy.
Thanks in advance.
