Since the BSR Available Agent Strategy for VDN 5001 (the active VDN) is EAD-MIA, the call is delivered to the skill with the most expert agent. If there are available agents in both skills with the same skill level, their user adjusted idle times are compared and the call goes to the skill with the agent who has the longest adjusted idle time.

If a split/skill has more than one available agent, remember that it is the split/skill’s agent selection method that determines which agent’s data is used in BSR selection of the best resource.