You can use Expert Agent Selection (EAS) to match caller needs and agent skills. Matching the call to relevant agents reduces call transfer and call-holding time and increases customer satisfaction.
EAS associates the phone with an agent only when the agent is logged in. While the agent is logged in, calls to the agent login ID are directed to the agent.
With Direct Agent Calling (DAC), calls to a particular agent are treated as ACD calls.
You can use EAS only if you enable ACD and Call Vectoring. All of the existing ACD features and Call Vectoring capabilities can be used within EAS applications.
As with Call Vectoring calls, EAS calls are directed to VDNs, which in turn point to vectors. However, unlike Basic Call Vectoring, skills can be assigned in EAS to VDNs, or can be associated with vector steps to represent caller needs. As for Call Vectoring calls, EAS calls are queued to ACD hunt groups. However, with EAS enabled, ACD hunt groups are called skill hunt groups
, not splits.
Skill hunt groups deliver calls to EAS agents. Agent skills are administered on the Agent Login ID screen.
Note:
These are the same login IDs that are used by CMS and BCMS.
Logical Agent implies that telephones are no longer preassigned to hunt groups. When the agent logs, the telephone becomes associated with all of the skill hunt groups that are assigned to that agent login ID.
With EAS enabled, ACD calls can also be directed to a particular agent, and not to the skill hunt group. The direct agent call is treated as an ACD call, but waits in queue for a specific agent to become available. Direct agent calls have a higher priority than skill hunt group calls.
