Call Handling Preference

Last Updated : Sep 08, 2012 |

Administer Call Handling Preference on the Agent LoginID screen to route calls based on the greatest need or on an agent skill level. The following table summarizes call routing based on greatest need or agent skill level administration with either UCD or EAD distribution.

Condition

EAD or UCD with skill level

EAD or UCD with greatest need

Agents are available. When a new call arrives, the call is delivered to:

  • EAD: Most-idle agent with the highest skill level for the skill required to provide service to the caller.

  • UCD: Most-idle agent with the skill required to provide service to the caller.

  • EAD: Most-idle agent with the highest skill level for the call’s skill.

  • UCD: Most-idle agent with the call’s skill.

Agents are not available and calls are in queue. When an agent becomes available, the agent receives:

  • EAD: Highest priority oldest call waiting for the highest skill level of the agent.

  • UCD: Highest priority oldest call waiting for the highest skill level of the agent.

  • EAD : Highest priority oldest call waiting for any skill.

  • UCD: Highest priority oldest call waiting for any skill.