how exactly does EAD-MIA distributes calls? 2

[FSI]

Can somebody explain in detail how EAD-MIA distributes calls? The help files says:

Expert Agent Distribution- Most Idle Agent (EAD-MIA)
the available agent with the highest skill level who has been idle the longest since their last call

well, the first parts seems straight forward enough, it is the ‘has been idle the longest since their last call’ is what I’m not sure about.
Are all type of calls counted (i.e. ACD calls as well as inbound /outbound direct calls)?
And what’s more important, will the timer counting the idle time reset if an Agent switches on AUX for a while?

Example: Agent 1 takes a call, finishes it and sits idle for 10 minutes, then goes on AUX. Agent 2 logs in to the same skill, no calls taken so far. 2 minutes later Agent 1 goes back to MANUAL IN, will he get the call (as he has 10 Minutes idle on his clock from before he was going on AUX) or will Agent 2 get the call as he has 2 minutes more idle time since Agent 1 came back from AUX?

I haven’t much experience with the Avaya yet, more with the Nortel Meridian, who always put Agents at the back of the queue who did anything but being idle.

Regards,

Frank

 

[avayaman]

Your not alone, I can't figure it out either. I have a feelign that aux work is not considered idle time in this case. When I get some time, I'm going to go into our lab & try to pin it down.

Paul Beddows
Avaya Implementation
Telus
Vancouver, Canada
E-mail via

http://www.vancouver.hm/email.html

 

[tiramisu]

Dear Frank & Paul,

At the risk of losing all my credibility (I haven't been testing that neither), this is how I explain it.

- MIA = chronometer: starts counting as soon as agent is in available, stops counting when agent is in another state.

- ACW considered idle ? y/n: this system parameter is important also: If acw is considered idle, MIA starts counting as soon as agent's ACDtime stops. Otherwise, agent stays out of MIA list until acwtime is finished.

-MIA across split/skills ? y/n: if this system parameter is set to y: agent will go out of all his/her MIA lists when answering a call for one of his/her skills. If set to no, the MIA lists for his/her other skills will continue working. (CV Advocate always works across skills)

- AUX: if agent hits aux-button, his/her idle time goes back to zero (back at the end of MIA list). That's what is meant by the aux-games of the agents. That is also one of the main reasons LOA was introduced, to skip this unfair aux-parameter all together.

groetjes,

 

[marcell55]

I agree with tiramisu. If the agent presses AUX, they will go to the back of the line. LOA is becoming more popular for that very reason. Least Occupied Agent will take all time into consideration when distributing calls.

I always recommend that you change the "MIA across skills" and the "ACW considered idle" to yes in the system paramaters.

 

[avayatx]

Direct Dept. Calling (DDC) The first agent administered in the hunt group. If the first agent is busy, it goes to the second agent and so forth. This "hot seat" method puts a heavy call load on the first few agents.

Uniform Call Distribution Most Idle Agent (UCD-MIA)The available agent who has been idle the longest since their last call.

Uniform Call Distribution Least Occupied Agent (UCD-LOA)The agent with the lowest percentage of work time since last login.

Expert Agent Distribution Most Idle Agent (EAD-MIA) The available agent with the highest skill level who has been idle the longest since their last call.

Expert Agent Distribution Least Occupied Agetnt (EAD-LOA)
The available agent with the highest skill level and the lowest percentage of work time since last login.

I hope this helps.

 

[green6]

FSI

If an agent goes from "Auto-in/Manual In" to "Aux" and back, even for a second, that agents idle time starts over. I learned this from sneaky agents who played the "aux game" by quickly toggling the "Aux" function so that they would not be the first choice for the next call.
(At least this is true on my version 8).

I would assume that when an agent goes off hook the idle timer also resets since an agent making an outbound call is considered to be in AUX 0. Not sure about inbound Direct Agent Dialing.

 

[avayaman]

This is a good reason to force entry of reason codes for going into aux-work.

Paul Beddows
Avaya Implementation
Telus
Vancouver, Canada
E-mail via

http://www.vancouver.hm/email.html