Skill-based call distribution...

[tommasihno]

Simple enough question I think With EAD-MIA, will calls always be delivered to the most-idle, available agent with the highest skill level?

I've had cases where a call has been delivered to an agent with a much lower skill level - even though there were several available agents with a much higher skill level... I presume it's something to do with the MIA part...

Thanks...

 

[SF0751]

Here's the breakdown:

EAD-MIA: Call is delivered to the highest skill level, most idle agent.
UCD-MIA: Call is delivered to the most idle agent, without regard to skill level.
EAD-LOA: Call is delivered to the highest skill level agent with the lowest occupancy.
UCD-LOA: Call is delivered to the least occupied agent, without regard to skill level.

So if you're setup with EAD-MIA, the call should not go to your lower-level agents if ANY higher-level agents are available at all, even if they've only been available for a few seconds.

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”